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:04/15/2025

  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 pay monthly and paid a substantial amount to sign up. We keep getting the run around and cannot us anything we purchased or continue to pay monthly.

  Business Response

  Date: 04/16/2025

  Good afternoon!
  
  At this time, we can confirm that your message was received by the members quality assurance department and one of our managers will contact you shortly to assist you.

  We appreciate your patience in this matter and hope you have a nice day!

• Initial Complaint

  Date:04/10/2025

  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 paid our annual fee via telephone to Unlimited Vacation Club with our credit card in January. When our CC statement arrived it had a charge for an unrecognized merchant of *****************. Thinking it was fraud we disputed the charge. Upon investigating more, we discovered GBS is who *** uses for business transactions so we reversed the dispute and the payment was released to GBS/UVC on February 4th. The transaction # for the deposit to GBS/UVCs bank is 8530 1165 0125 0183 1793 543. GBS/*** refuses to recognize this payment and continues to restrict our access to our account and is trying to access late fees for something that is already paid. I have called numerous times and I have spoken to the **** at the resort about this. I have also emailed member services a copy of the letter from the ** company stating it was paid. They refuse to fix it and want me to pay twice! These are unethical practices.

  Business Response

  Date: 04/14/2025

  Please accept our sincerest apologies for the inconvenience you have experienced while attempting to process your membership payment.

  
  We wish to inform you that your case has been escalated to our ************************************* A manager from this area will contact you as soon as possible to address the issue and provide further assistance.

  
  Thank you for your patience and understanding in this matter.

• Initial Complaint

  Date:04/08/2025

  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.

  My husband and I were at a Secrets Resort in **********. We were aggressively approached by individuals promising us things to sit through a presentation. We did it, and got sucked into joining the Unlimited Vacation Club with promises of inexpensive weekend trips etc. When I tried to utilize these services, in Jan and feb because the hotel was not available and the *** discount that they did offer was the same as if I would book it on my own and I was unable to use anything . We have lost a lot of money to these crooks . I requested a call to discuss termination and never got a call . They are scammers. I am going to have to get an attorney to get my money back. I want to caution anyone who is at a resort to stay clear of these people. They are good at what they do. They take your money and lack the service .

  Business Response

  Date: 04/14/2025

  Good afternoon!
  We have noted in our records that you are already in contact with one of our managers from the ************************************* ******* ********.

  
  To avoid any duplication of information and to ensure you receive the best possible service, Ms. ******** will continue to follow up on your request directly.

  
  Thank you for your message. We remain at your service.

• Initial Complaint

  Date:04/08/2025

  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.

  In November, I acquired a membership with My ****, assigned membership number ****************. I made an initial payment of $5,000 and have since completed five additional payments of $339.50 each. I finally gained access to the membership in January, but it did not align with the description provided by the salesperson. Upon contacting the agency, I was informed that I must pay the remaining balance of $17,800 to terminate the membership, as cancellation is not permitted. They stated that I had five days from the signing date to cancel; however, I did not receive access until a month later, making it impossible for me to cancel within that timeframe. This transaction took place in ******, and when I attempted to cancel, I was threatened with collections and the potential loss of my home if I ceased payments. This organization appears to be a fraudulent agency operating in the **** from ******. Additionally, I was offered wine and shots during the signing process, which I believe impaired my ability to make an informed decision. I kindly request assistance with my **** membership and guidance on how to cancel it without negatively impacting my credit. This is a timeshare but how do they want me to pay for services I will not use if I cancel. This should be illegal. Thank you please help

  Business Response

  Date: 04/14/2025

  Good afternoon.
  We have made several attempts to locate your membership number using the information provided, including your name and postal code. Unfortunately, we have been unable to find a matching record in our system.

  To provide you with the most efficient service, we kindly request that you provide us with your membership contract number and the full name of the membership holder.

  This information will allow us to promptly address your inquiry and ensure that a manager from our **************************** contacts you as soon as possible.
  

  Thank you in advance for your assistance. We remain at your service.

• Initial Complaint

  Date:03/28/2025

  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.

  While on vacation my wife and I were convinced to attend to one of the Unlimited Vacation club presentation. We were kind of pressure into sign a contract with *** trusting in all the lies they said during the 2 hours presentation. Once we got home we decided to cancel. We signed the 28th of February and on March 4th I call to request my cancelation. At first they didn't want me to cancel but I had to reaffirmed I wanted to cancel. The said they will transfer my cancelation process to another department in order to process it. I never got a response via phone or email. After a few days I received an email from *** saying the time of cancelation was up, and the only way to cancel was paying an extra $9000. I originally paid $3800 as down payment, and now they are requesting an extra $9000. I had to call my credit card and open a dispute since they are refusing to cancel the contract and refund me the money. Everything they said in the presentation is a lie, they said I have a month if I wanted to cancel and obviously its a lie. The free days are impossible to use, the *** weeks are big lie, they said free weeks and they actually cost $300. The 1000 cruise credit is a joke, they only work on cruises that cost over $5000 with them but if book anywhere else its a fraction of that. At the end this is part of a big scam. They take your money with lies and that's it. I will close that credit card so they will not take any more money. This whole this has been a nightmare. Stay away from this people!!!!

  Business Response

  Date: 04/04/2025

  According to the information in the system, your case was escalated to quality assurance to be handled by a representative who offered you details about your benefits. They also provided you with the terms and conditions for cancellation. Regarding the options offered as part of a compensation, a signature agreement was not reached, and therefore the case had to be closed without resolution.

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23129982
  
  I am rejecting this response because: I decided to cancel this agreement as soon as I got home 3 days after we signed. I called withing the first 5 days to cancel and they never gave me a clear answer of how to cancel, they just said they will escalate to another department. I was contacted a a few days later just to say that if I wanted to cancel I had to pay $9000  because I was out of he 5 days cancelation period, thats a lie because I called them 3 days after we signed. This people are just playing. Scam artist for sure.
  
  Sincerely,
  
  ***** Alejandro ****

  Business Response

  Date: 04/14/2025

  Good afternoon,

  It appears that on our records this member placed a chargeback with his bank disputing the membership charges and we can not assit him untill the chargeback is resolved by the finantial entity

  Business Response

  Date: 04/14/2025

  Good afternoon , 

  It appears on our files that a chargeback has been filed with your financial institution, therefore we can not assist you until there is a resolution for that dispute 

• Initial Complaint

  Date:03/25/2025

  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.

  Purchased an Unlimited Vacation Club product and was clearly told it was not a timeshare, but unfortunately I was deceived and it is a timeshare. ********************************* will fight it if there are enough complaints to them, but I just want my money back.Looks like hundreds of complaints here. I would never have bought a timeshare!!! What I thought I was purchasing is actually not available. Pure scam.

  Business Response

  Date: 03/27/2025

  We kindly request that you share your membership number so we can follow up on your complaint. If necessary, we will request that a quality assurance executive contact you as soon as possible. Regards

• Initial Complaint

  Date:03/19/2025

  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 had signed into the club on the premise of canceling when/if needed as our lives are hectic and busy. My mother has had neck surgery. My sister has committed suicide. And most of all my husband has lost his employment and unable to find another. We have not used any funds or bookings. And we continue to get moved around and passed around when calling to cancel. Being told we are ok to cancel but must speak with a manager. I was also told my payments would be stopped, but I am unable to trust the company or verify that they have canceled the payments. We just received an email by someone we have not been able to speak to, stating we didn't reach an amount in order to cancel our membership.

  Business Response

  Date: 03/20/2025

  It is unfortunate for us all your current situation and the frustration you may be handling. But it is necessary to provide you with the proper information to be able to cancel. According to this case, a ***************** representative is handling it to ensure both parties reach a mutual solution. Additionally, we have attached part of the contract where clause fifteen outlines the terms and conditions for cancellation. We recommend you maintain constant communication with the representative so you can receive all the options to avoid losing your investment.

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23088144
  
  I am rejecting this response because: your associate claimed otherwise when he did finally respond (almost after a month of requesting cancelation). Claiming that I owed him funds or I am unable to proceed with any cancelation. A prior member to your business also claimed that I would be in breach of contract before escalating my request to "management". Here are my responses from yesterday as well as the attached email to ******************************************* that I have yet to receive any responses. I do not accept any responses until my contract is received as canceled. 
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 03/20/2025

  Since your contract was signed on October 5, 2024, you are no longer within the 5-business-day period to cancel with a refund. Therefore, in case of voluntary cancellation, you must cover 50% of the total cost of your membership to be canceled without a refund. This is stipulated in the contract. Unlimited Vacation Club is not in breach of the contract's stipulations. Even if any benefit has or has not been used, this does not mean that a cancellation can proceed without applying clause 15th of the contract: 'Early Termination'.

• Initial Complaint

  Date:03/04/2025

  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.

  My wife and I attended an upgrade sales presentation for Unlimited Vacation Club (UVC) during our last vacation. At the end of the presentation, my wife and I decided not to upgrade our membership. The sales manager ******* was called over to us and we explained to him that we had a family cruise planned in 2025 and we rather spend our vacation budget for 2025 on that cruise and not on a UVC upgrade. ******* offered us a benefit to entice us in to upgrading our membership known as "UExperiences". He offered us $6,750 in "UExperiences rewards credits and promised to us that we can book our tickets for the family cruise through this partner company and we can pay for it entirely with these reward credits. Based on his deceptive sales tactics and pressure, we decided to upgrade our membership under the conditions of what we were promised by the sales manager. Upon getting home and logging on to the "UExperiences" website to buy the cruise tickets, I was told by their representative that we could not use the $6,750 in rewards credits provided to us by ***. UExperiences claimed that the credits can only be in small increments, and they determine how many credits can used per purchase. UExperinces is only allowing us to use roughly 250 credits (US Dollars) towards the cost of the cruise ticket. ******* either blatantly lied and misled us to coerce us into upgrading or he was unaware of how the program actually worked. Either way as a representative of their company, we believe *** must honor *******'s sales promises and either provide us with the ability to use the rewards credits in full to pay for the cruise, or they should nullify the upgrade agreement, refund us the amount we paid for the upgrade and return us our previous status as "silver" members. We want nothing more than what we were promised and sold. Your help is greatly apprecaited with this matter. Also, I have been calling and emailing *** and *****, their parent company for months to no avail.

  Business Response

  Date: 03/06/2025

  Dear members, we appreciate you reaching out to us to follow up on your request. We inform you that your case has already been escalated to the ***************************** who has already sent you an initial contact email. We recommend staying alert to understand all the information your representative has for you in order to reach a mutual agreement.
  Best regards.

• Initial Complaint

  Date:02/28/2025

  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.

  Purchased Deluxe Ocean View King all inclusive vacation from UVC on 11/26/24 for $5634. We also purchased ***************** roundtrip airfare tickets for $2460.42 on 11/26/24. Purchased Land and Sea Tour from Edmunds for $230 and Airport transfers from Phvtours ************** for $202.14 roundtrip. ParkSleepFly $165.18 on 2/21/25. Return airfare change of tickets price added an additional $486 to our airfare. I called UVC on 2/13/24 and was told Secrets resort was open. I also inquired about cancellation fees which were $686 to cancel my resort due to death in family, but I did not cancel. I ***eated to the *** that this was not to be cancelled. When we arrived at Secrets on 2/22/24 the gate keeper met us and said they were Closed. Arrangements were then made by *** to send us to Zoetry for our 9 days. We arrived at ****** to find the landscape unmanageable for me. There was no ocean view rooms, no beach except by a 1 minute boat ride, the food was terrible in the restaurant they sent us to and the uphill climb to get back to lobby was awful, then an all uphill climb to our room. no golf carts available to take us to our room. We decided to go home that night and called the airline. We then traveled 12 hours again to get home. UVC ruined our entire vacation and cost us $8947.66.I've asked UVC for reimbursement, but they say there are procedures and we'll have to wait in line with the rest of the other people they've done this to. ************* also mentioned to us that they've accommodated several other Secrets guests arriving to Secrets/UVC closed resort.We were told they will not reimburse for our other travel expenses.We feel they should pay for all of it and give us another vacation. This was a terribly frightening experience for us.I felt helpless and stranded with no clarification or explanation from ****The last time i spoke with ******* she said Zoetry needs to send *** a ********** trying to reach out to Zoetry I find no email cant do int'l calling

  Business Response

  Date: 03/06/2025

  Dear members, we appreciate you reaching out to us to follow up on your request. We inform you that your case will be escalated to the ***************************** and an executive will contact you as soon as possible. We recommend staying alert for emails and incoming calls.
  Best regards.

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 23003321
  
  I am rejecting this response because:  I have not received a call from *** and will not accept their response until I have my whole trip reimbursed $8947.66.  The fault is on UVC, they ruined our vacation and cost us $3000 airfare $5634 resort, for nothing but stress, anxiety and fear.  This was uncalled for by ***.  I request a refund of $8947.66, that would be an acceptable outcome.
  

   

  Sincerely,
  ****** Sich

  Business Response

  Date: 03/10/2025

  We would like to inform you that your case is still being worked on to provide you with a response as soon as possible. As soon as we have an update, we will send it to you promptly.

• Initial Complaint

  Date:02/27/2025

  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.

  Dates and amounts of 4 transactions 11/12/2024 $1,160, 12/12/24 $188.12, and 1/13/25 $188.11 I was misled into signing a contract under false pretenses by Unlimited Vacation Club (UVC). The charges in question were made on 11/12,2024, 12/12/2024, and 1/13/2025 for the amounts of $580.00, $188.12, and $********* the time of purchase, UVC made several misrepresentations, including:1. Bonus Cash-I was advised this was extra they were giving for signing and could be used in full to pay on flights, cruises, etc. and this was a lie. They only allow a small present to be used on a transaction. For instance, for a $2000 cruise I can only use 5% of the bonus cash.2. ***-I was advised that we would be rewarded several 7-day vacations and it would only cost $299. This was a lie. It cost $299 to transfer the credit to RCI plus additional fees by ***. This goes for the vacation weeks we were promised as well.3. There whole sales pitch was that they are not a timeshare, and it turns out they are. I have not used any of there service due to the lies they told me none of the services they offer are feasible for me or my family.4. They used a high-pressure sales tactic to mislead us into this contract. The lied about the ease of booking vacations, the true cost of membership fees, the flexibility of travel dates, among other things I only agreed to this purchase based on the false promises made by ***. Once I reviewed the actual contract, I realized that the services and benefits promised to me were not included. Upon contacting *** to resolve this matter, they refused to honor their promises or cancel the contract.

  Business Response

  Date: 02/28/2025

  We appreciate you reaching out and sharing your concerns. Our priority is to provide a valuable vacation experience for our members, and we want to ensure you make the most of your membership. Our team contacted you on January 9th to explain the benefits included, and were happy to assist you with any further questions. We remain at your disposal and would be glad to connect with you again to address any doubts you may have. Please feel free to reach outwere here to help!