ComplaintsforLegacy Vacation Club, LLC
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Complaint Details
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Initial Complaint
09/22/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I booked a stay beginning last Sunday through October 31st over the phone at the Reno property. They collected $3,100 at check-in. And then told me they would not accept pets and would not offer any refunds. Their website says they are pet friendly. I spoke to the corporate office on the phone and to the property manager who both said they would research my complaint and call me back and no call has come in the last 72 hours. During my complaint they said I would have to pay an additional non-refundable $250 pet fee which I declined and asked to go to a pet-friendly hotel. They then said I could stay for free one night and had to leave in the morning which I did. I have not heard from them since. I have filed a complaint with my credit card company. Upon completion of investigation I will file a small claims court lawsuit.Business response
10/21/2021
Business Response /* (1000, 5, 2021/09/24) */ Contact Name and Title: Samantha Exec Assistant Contact Phone: 8454670733 Contact Email: samantha.m******@legacyvacationresorts.com Firstly, we take customer satisfaction very seriously and would like to apologize for the frustration experienced recently. Mr. ****** was in contact with the resort team at the time of check in with his dog. Mr. ****** was advised that our Legacy Vacation Resorts Reno was not a dog friendly location, he discussed with our Reno location that he saw online that we offered dog friendly suites. The Resort Manager offered to allow accommodations with the dog on location for the additional fee of $250 for the duration of his booking (42 nights). Member requested to leave the location and demanded and full refund. Mr. ****** contact the corporate office on 9/20/21 to discuss the full refund option and the scenario that occurred at the resort during check-in. Resolution provided to refund the remaining balance obtained at check in $2582.30, and that the original advance deposit amount of $516.46 will be kept due to cancellation of booking within policy. Mr. ****** requested that this amount should be refunded, we advised that we would reach out to the Reno location for approval. Today, after further review we will process the remaining refund of the original advance deposit of $516.46. We are truly sorry for the inconvenience and hope to offer you better services in the future. Best, Samantha L****** M******
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Customer Complaints Summary
13 total complaints in the last 3 years.
10 complaints closed in the last 12 months.