ComplaintsforMarriott Vacations Worldwide

• Initial Complaint

  06/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  *****************, handled a time share purchase that was made using my social security number, an Identity theft report was filed with FTC, a local police report was filed where I resign in SC as well as a federal report by the **** A person in ** used my identity for employment and to open accounts that are now closed! It was agreed that if I signed and notarized the documents everything in regards to Marriot would be removed from my credit reports with no negative impact. Im closing on a house and they notified me that Marriot just recently listed a foreclosure on my credit report that was not on my reports when they did my pre approval for this home! This goes against everything **** stated in our emails as well as the agreement I had to sign and return as instructed by ***************** if these negative remarks and foreclosure are not removed from my report immediately, I will be seeking damages for the effect it has had on my credit as well as now possibly preventing me from closing on my house on July 15th 2024! This is not right to tell me one thing then go and post a foreclosure on my credit report when I dont even have trade lines on my report with this company! If this effects my closing date on my house there will be a claim filed for damages due to improper credit reporting practices and all that its cost me financially due to someone using my identity in the state of **!

  Customer response

  06/17/2024

  This is what is showing on my credit report and if you read the emails from ***************** and the agreement from the legal department youll see there was suppose to be no negative impact on my credit reports. My Social Security Number was used to open this account it took forever to get it resolved and I guess it never fully got resolved because as you can see its still on my reports as of today, and its preventing me from moving forward with a mortgage due to inaccurate reporting. 

  Customer response

  06/18/2024

  I am being denied for a home that *** worked so hard to get to and they just finished the construction on it today and had me do a walk through because of this information Marriott placed on my credit reports when all the documents I have clearly promised they would not do this to me or affect my credit in any way! No negative impact, No Foreclosure listed on my report, ***************** wont even call me back or respond to my email I sent him after calling his office I need them to remove everything pertaining to Marriott from my credit report immediately its keeping me from closing on my house! This is not fare! I never signed up for Marriott Vacation my social security number was used and my identity was used by a person in ** who also used it for employment in ************ **! Im the victim here and ***************** promised months ago that this was all resolved! This just is not right!

  Business response

  06/20/2024

  We are very sorry to receive this complaint from ********************.  *********************, Director of Customer Advocacy for Marriott Vacations Worldwide is currently assisting ******************** with this matter.  If ******************** has any additional questions or concerns, he is encouraged to contact ***** directly at ************.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have purchased a Marriott ************* membership (loan number *********) on 5/4/24 at ************************ Villas located at *******************************************************************************. I have requested cancellation of this contract and refunding of the deposit ($2938) within the ********************* the contract (by 5/14/24): 1) on 5/6/24 by email to **************************** (see forwarded email attached); 2) by 3 certified letters sent by **** on 5/8/24 and 5/9/24 (please see the signed return label and **** receipt showing 5/8/24 mailing date for one of them) However, the company went with the closing of the mortgage loan disregarding the timely cancellation request. I have tried calling ************) the ************************ sales office at ************************ Villas, however, we were not able to speak to anyone; we have left at least 3 voice mails. I have tried contacting corporate office ************), however, they are not able to help as it needs to be done by the sales office of the specific location.

  Business response

  06/13/2024

  Sent: Wednesday, June 5, 2024 12:27 PM
  To: ********************
  Subject: MVW Executive Office
  
  Good afternoon ************,
  
  I am in receipt of your complaint that was filed with the South ******************* of ******** Affairs.  I appreciate this opportunity to respond on behalf of the ********************** brand.
  
  Upon reading your complaint I immediately reached out to our sales administration office in ************, ***************  In reviewing this matter with the team they asked that I extend their sincerest apologies as it does appear your transaction has closed in error.  We do have an established buyback process that involves a corporate approval process and requesting a new title search.  Unfortunately, we are at the mercy of local authorities to get back to us in regard to the title search process.  The title search alone typically takes 30 days.  Please be advised that the buyback process usually requires 120 days to completion. During this time I will continue to serve as your advocate while doing my best to expedite the process for you. 
  
  Please let me know if you have any questions in the interim.
  
  Thank you,
  
  
  MARRIOTT VACATIONS WORLDWIDE

  Customer response

  06/13/2024

   
  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 pending the successful mortgage buyback and refund of the deposit.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to express my frustration with Marriott Vacation Resorts and their unwillingness to release me from my Timeshare agreement. I have been a loyal customer of Marriott for over ***************************************************************************************** to continue with my ownership.As someone on a fixed income, the cost of the Timeshare is creating a financial hardship for me and my family. Despite being a points owner, the lack of availability to book where and when I want to travel, has also been a significant inconvenience. This has led to me not being able to use the Timeshare that I am struggling to pay for.The maintenance fees for the Timeshare have been increasing by an alarming amount. When I contacted Marriott about the lack of usage and financial hardship, they recommended that I buy more points to gain better availability. They also suggested that I could rent out my ownership to others to recover fees incurred, but they later informed me that they only assist "deeded" property owners, not point owners like me with rentals.Given that I haven't used the Timeshare, the availability doesn't match my travel needs, and I am truly experiencing Financial hardship, I am at a loss as to why Marriott has shown no willingness to release me from the agreement.I urge the Better Business Bureau to look into this matter and assist me with the process of being released from my Timeshare agreement.Thank you for your attention to this matter.Regards,****** & ***************************

  Business response

  06/04/2024

  We are surprised to receive this complaint from ****************** given his long tenure as a Marriott ************* owner.  In 2012, ****************** purchased ***** Club Points in the ABOUND program.  In 2014, he purchased an additional ***** Club points.  Lastly, on January 2, 2024, ****************** entered into his third purchase of ***** Club Points.  The last purchase brought ****************** up to Executive Tier status which provides him with earlier access to reservation at Marriott, ******** and Westin ************* resorts.  ****************** has demonstrated excellent use of the program with 22 completed reservations over the past several years.  He is welcome to make future reservations up to 13 months in advance.  Reservations are subject to availability on a first come, first served basis.

  Unfortunately, our organization does not offer any sort of financial hardship program.  If ****************** is having difficulty meeting the financial responsibilities that coincide with his ownership interests, then he is welcome to list them for sale on the external market for a price that he deems fair and reasonable.

  Customer response

  06/05/2024

   
  Complaint: 21753421
  
  I am rejecting this response because:

  Marriott,
  Thank you for responding and acknowledging my complaint.  Please understand that we are not looking for a Financial Hardship option.  We are requesting a full release from our Timeshare agreement with you.  Your Salespeople told us that Marriott Corporate would buy back our points when we were no longer using them and send us a check to help cover our Maintenance Fees.  *** Sales people also told us that Marriott would help us rent out our points value; which would generate funds to help us cover the maintenance fees.  Neither of these was true when we called for help to expand upon them.  You mentioned that we had 22 reservations; we did in well over a thirteen-year timeframe.  *** limited availability is one of the main reasons we are requesting a release. 
  *** increasing maintenance fees plus the additional monthly payment for the loan are too much for something we cannot use.  We are older now and we dont travel.  We are kindly requesting to know how we can achieve a release from our agreement with your company.  Please reply with that information. 
  

  Thank you. 
  

  Sincerely,
  
  ****** and ***************************

  Business response

  06/11/2024

  Unfortunately, it is not possible to simply cancel or release ****************** from a deeded real estate interest.  Our exit services office does offer a deed back option to owners who can no longer travel and have no heirs to pass their ownership interests down to.  The deed back program is only offered if there is no loan or maintenance fees associated with the ownership contract.  In order to learn more about the deed back program ****************** is welcome to call **** Services at ************.  **** Services hours of operation are Monday through Thursday from 9 AM to 5 PM and Friday from 10 AM to 5 PM.  

  In response to his comment about selling back his ownership interests, while the organization does offer various resale programs from time to time, that program is turned on and off according to business needs.  We are not currently repurchasing any owners Club Points.  ****************** is welcome to list his Club Points for sale on the open market for a price that he deems fair and reasonable.  The process is similar to listing a home or any other form of real estate.

• Initial Complaint

  05/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 7, 2024, we purchased a Marriott Vacation Plan in amount of $16382.21 which includes closing costs of $614.21. We paid a down payment of $7884. On March 16, I contacted the closing **** **************************************** to find out where to sent the cashiers check for the final payment of $8498.21. She sent me a paper with the information, indication that the check could be made payable to Marriott vacation Club. On March 19, I sent a cashiers check in the amount of $8498.21 to ************ which is what was on the paper she gave me. On April 1, my credit card was charged the same amount, On April 2, the cashiers check was cashed. We were told no one could tell where the funds went, but after many phone calls, texts, emails, etc., my credit card was refunded on April 26, We never received any documentation that the closing was done, nor given the bonus points owed to us , nor access to out account,Yesterday, I received an email from the audit department telling me that my credit card will be charged for the $8498.21 on June 1, today, I spoke to ************************* at Marriott who told me the purchase is still not closed, since they cannot find the money.After being harassed for this money, having my money tied up for well over a month, unreliable and irresponsible accounting practices, and failure to close the purchase free the money was sent to the address given to me, we want to cancel the entire purchase and receive a refund I. The amount of $16892.21

  Business response

  06/06/2024

  *************** is currently working with a manager within our corporate Customer *************** regarding the funds that she claims were received by our organization for the purchase of a St. Kitts ownership interest.  At this time the matter is being revisited by members of the corporate office and the leadership team at our local sales gallery in ******  We will continue to work with *************** over the coming days in order to address her remaining concern about the status of her downpayment.  

  Customer response

  06/10/2024

   
  Complaint: 21750849
  
  I am rejecting this response because the cashiers check was cashed on April 2. This is entirely too long for a resoly
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We are writing to lodge a complaint against Marriott ************* with regard to our timeshare account. Several factors have influenced our decision to terminate our timeshare account, highlighting significant discrepancies between the promises made during the sales process and the actual experience of timeshare ownership. During the initial sales presentation, we were enticed with hotel points as an incentive to attend a meeting that substantially exceeded the anticipated duration, disrupting our plans and wasting a considerable portion of our morning. The sales representatives, cognizant of our challenging credit situation, exerted significant efforts to secure approval, portraying timeshare ownership as akin to acquiring a new property with inheritable benefits for future generations. The reality of our timeshare ownership has not aligned with the idyllic picture painted during the sales pitch. Despite assurances of flexible vacation options, we have encountered insurmountable difficulties in securing booking dates that align with our availability. The lack of transparency regarding the necessity for advanced booking to access preferred dates has resulted in substantial inconvenience and severely restricted the usability of our timeshare. The escalating maintenance fees have imposed a significant financial burden, contrary to the initial assurance of fee stability. The cumulative expenses, encompassing monthly payments and maintenance fees, far exceed the costs associated with traditional vacation planning, rendering the overall financial commitment unsustainable given our current circumstances. The glaring disparity between the promised affordability and the actual costs of timeshare utilization has prompted us to reassess our membership. In light of these challenges and the substantial disparities between the expectations set forth during the sales process and the actual experience of timeshare ownership, we seek termination of our timeshare.

  Business response

  06/06/2024

  Our records indicate that ********************* has entered into two separate purchase agreements with our organization over the past decade.  The first purchase took place on September 16, 204 and was for ***** club points.  The second purchase took place a few years later on August 25, 2016, for an additional ***** Club Points. 

  When a guest is invited to a sales preview, we ask that they allocated at least 90 minutes.  Additional time is required at the end of the sales preview in the event that the guest decides to move forward with a vacation ownership purchase.  This time is needed to create the sales contract and to go over all of the finer points of the program.  

  In response to ************************* concerns, it is 100% true that her club points can be deeded down to her children or other family members if she wishes to do so.  A quick review of ********************* reservation history shows that she has had terrific use of the program.  She has redeemed club points for 11 reservations at some fantastic resorts including: Marriott's ********************************************************************************************************** Villas and Marriott's ************ just to name a few.

  All of the costs associated with her ownership interests were fully disclosed at the point of sale.  Maintenance fees do change from year to year at the discretion of the Trust Ownership Association.  Maintenance fees are a reflection of the individual component resort maintenance fees that are deeded into the Marriott ************* Trust.  

  It is not possible to simply cancel or "terminate" ************************* ownership interests.  Club points are considered to be a form of deeded real estate.  In order to relinquish ownership of her club points ********************* would need to sell them to a different individual and payoff all debts associated with financing and/or maintenance fees prior to the ownership interests changing hands.

• Initial Complaint

  05/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  on May 14, 2004, i checked my credit report and noticed that it had dropped over 100 points. For reference, i have not been late on any credit payments for over 10 years. Upon closer observation, i discovered that ******* Ownership Resorts had filed a late payment for ***** payment. On May 15, 2004, i called Marriott and learned that they had the incorrect credit card information (the credit card number remained the same by the expiration year changed). For reference, I have never missed a payment on this account, never received a letter nor a phone message noting that the credit card on file wasn't being processed. I would have expected some form of direct contact informing me of this situation.

  Business response

  06/03/2024

  Our organization made multiple attempts to inform *********************** of the loan account delinquency.  Two collection letters are attached, both were sent to the residential address that we have on file.  As a mortgage bank, we have a fiduciary responsibility to report on accounts that are more than 30 days delinquent.  We apologize for the frustration: however, after reviewing the matter we have determined that the account was reported accurately and in accordance with the loss mitigation process.

  Business response

  06/03/2024

  Copies of collection letters are attached.

  Customer response

  06/04/2024

   
  Complaint: 21734835
  
  I am rejecting this response because:

  While it is clear the organization appears to have sent letters noting the past due, at no time was i aware payments were not being made. Again, for over 4 years I've had the same credit card with automatic payments. I could have assumed the letters were typical updates. The request that i am making is for the organization to remove the negative credit item on my report given this misunderstanding, and considering my account history with them. As  a reminder, i have never had a late payment with them or any creditor --- my credit score was 800 and now has dropped significantly as a result of this. When i was finally made aware the credit card expiration date, and the late payment, i immediately paid the balance and brought the account current.
  
  Sincerely,
  
  ***********************

  Business response

  06/05/2024

  At this juncture we may only reiterate that we cannot honor **************** request to remove the negative credit reporting that has taken place.  In addition to the two collection letters attached to our prior reply, financial services attempted to call ************ at least 4 times in-between April 16th and May 15th.  Our organization made several efforts to connect with ************ regarding to his delinquent account.  Ultimately, it is **************** responsibility to arrange payment in a timely manner as agreed upon within his loan agreement.

  Customer response

  06/10/2024

   
  Complaint: 21734835
  
  I am rejecting this response because:

  When I called to get the account updated I was made aware that the creditor had on file  number that shouldn't have been associated with the account. I was also informed by my wife that at no time did she receive phone calls from the creditor. Regardless, it is clear that their was a miscommunication and the creditor's lack of customer service and/or understanding, to take into account my account history, the explanation given, and request that they remove the negative reporting which has dropped my credit score by 100 points is really unfortunate. I am asking that my request be reviewed by a manager, director or president of the division that takes into account my long history, that I've never missed a payment prior. My goal is to have this issues resolved.

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

  Business response

  06/11/2024

  This matter has been reviewed at the appropriate level of the organization.  It is **************** responsibility to update his account records with correct telephone numbers and to have a valid credit card associated with his profile.  Our financial services office sent multiple collection letters to **************** residence and called several times.  On May 15, 2024 the customer answered out phone call, indicating the correct number was on the account that day.  Payment was arranged at that time.  

• Initial Complaint

  05/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  5/5 we purchased a contract to buy into the Marriott vacation club at the price that day for ***** up front and ****** for ********************* June. The next day we cancelled with ****** (he stated he was the manager). When I asked for documentation, he wrote cancelled and his name on the contract and told me to take a photo, but he kept the contract. On 5/14 my credit card was charged for the first ***** fee. I called and explained the situation that day and was told ****** or the salesman would call back. I attempted to call each day but only got an option to leave a message, nobody ever answered the call. On 5/16 I left a message. On 5/17 I disputed the charge with my credit card. I seek a refund and a guarantee that the ****** charges will not occur.

  Business response

  06/03/2024

  
  Sent: Monday, June 3, 2024 12:42 PM
  To: ******************
  Subject: MVW Executive Office
  
  Good afternoon ***************,
  
  I am in receipt of your complaint that was filed with the Better Business Bureau of ****************  I appreciate this chance to respond on behalf of the Marriott ************* brand.
  
  In review of your account, I see that you purchased a promotional package during your recent visit to Marriott *************, **************  Our records indicate that on May 16th this package was cancelled and $99 refunded to your **** card ending in 7038.  I am just following up to see if there is anything else that is required to resolve this matter.
  
  I would appreciate a response from you so that I know this has been taken care of.
  
  Thank you,
  
  
  
  
  MARRIOTT VACATIONS WORLDWIDE
  Customer Advocacy
  customer Advocacy

• Initial Complaint

  05/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is *****************************. I am a Marriott Bonvoy member. My wife and I were recently talking about taking more family vacations and timeshare opportunities. Therefore, I was happily surprised to find out about a timeshare opportunity at the Westin Desert ******s Villas in Palm Desert, Ca. Our good friends, who are preferred Bonvoy members highly recommended this resort. I spoke with a lady named ***** in the concierge department of that resort. I purchased the Return Stay Vacation package for $199. I mentioned to her that we would need to upgrade to a two bedroom. She said that I could do that when I booked. I called the booking number. The lady whom I spoke with told me that the Desert ******s is not part of the plan and that we would need to stay at an alternative Marriott resort. I told her that the lady from whom I purchased this vacation told me otherwise. Unfortunately, this person in the booking department was very rude and unhelpful. The next day I called ***** at the *************. She apologized that she made a mistake, that the ****** resort does not offer two bedrooms with this vacation plan. I can still cancel my vacation and get a refund, however my family was really looking forward to staying at the *************. Therefore, I asked if the ****** resort would offer any kind of discount if I booked directly through the resort. That was today. ***** told me she would speak to her manager and get back to me by 4pm. No one has contacted me. I love Marriott hotels. I always stay at them when I travel. This has put a bad taste in my mouth, not to mention my friends who are preferred members. Since Marriott made a mistake, I am asking that they offer some kind of discount for a two bedroom villa at the *************. Our vacation is planned for June 2-5, 2024. Therefore, I would appreciate a prompt response. Thank you very much.

  Business response

  05/15/2024

  We apologize for the miscommunication regarding the resort in which ************************** discounted promotional package could be redeemed.  Our marketing department does change the resort accommodations from time to time.  Westin Desert ****** is a vacation ownership resort and owner's have first access use right to the property.  Therefore, if many owners decide to occupy their deeded week in a given year, then promotional packages may be accommodated in another close by ************* resort.  

  Our records reflect that ********************** called into our marketing office on May 9th and requested for his promotional package to be cancelled and refunded.  **************** has refunded ************************** $199 with this transaction being resolution to the matter.  

  Customer response

  05/17/2024

   
  Complaint: 21660256
  
  I am rejecting this response because:

  My request was for a discount on our upcoming stay at the Westin Desert Willow **************** not for the $199 refund. I knew all along that I could get the refund. My desire is to be compensated for the time spent trying to get this problem reconciled and the disappointment this brings to my family. Since my family's desire was to go to this resort, I booked a stay for June 2-5 at the Westin Desert Willow ****************. I would appreciate any compensation or voucher that we can use during our stay at the resort. Thank you. 

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

  Business response

  05/28/2024

  After reviewing this matter, we have determined that compensation by way of refunding ************************** promotional package is fair and appropriate.  ********************** is welcome to make a rental reservation at www.marriott.com and he can apply the returned funds to a new rental reservation if he wishes to do so.  Discounts are offered on Marriott.com, subject to availability, for Marriott Bonvoy members and AAA members.  

• Initial Complaint

  05/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Multiple failed attempts to execute external transfer of points from deceased owner's account into our account.In 2021 we purchased our own MVC account (2 wks in HI and *****). My husband's father's account (original) had ***** pts for which the deed was transferred and recorded back in 2018. During our 2021 purchase at the Marriott Roadshow, we provided the documentation needed for the points to be transferred into our account. In 2022 the maintenance fees on my FIL's account had a credit balance, we paid our own maintenance fees. In 2023 we paid our own fees, but later received another statement for our FIL's stating it was on foreclosure. We just reinstated the account with the title company for 2023. but MVC is claiming we still owe legal and lien fees for 2023. The title company says our account is closed but they have also been non responsive to our requests for itemized receipts of payment. We currently paid 2024 maintenance fees minus the interest, late and legal fees, requesting MVC to remove those charges. They claim that they reviewed and determined those fees must be paid; however never communicated to us any further, except for the multiple phone calls we have made. We cannot move forward on the points transfer until the account is current. We have done our due diligence to bring this account up to date. It was negligence on MVC to never have transferred the account initially when we closed at the roadshow. They have made no attempt to help us resolve this issue in over 3 years. My FIL passed in 2017, and we have submitted all documentation. It's *****points that simply need to be transferred into our account. We don't know who else to contact for help.

  Customer response

  05/07/2024

  
  

  Business response

  05/21/2024

  We are very sorry to learn about the passing of ********************* father-in-law.  In order to transfer ownership of his club points, it will be necessary to pay the outstanding legal fees, late fees and interest that have accrued on the account.  While we understand that ***************** may have tried to transfer ownership several years ago while attending a road show sales preview, our sales department does not deal with ownership modification transactions.  Once the account is paid, ***************** may contact owner services at ************ and request External Transfer of *****ship forms.  These forms will need to be completed and returned to ***** Services along with a copy of the newly recorded deed showing that Mr. and ***************** are the new owners of the club points involved. 

• Initial Complaint

  05/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Marriott regarding their timeshare services. Despite repeated attempts to cancel my timeshare agreement and numerous communications with Marriott representatives, I have encountered significant challenges in obtaining a no-fee cancellation.My name is *************************** and my Marriott timeshare account number is ********** initially attempted to cancel my timeshare agreement by sending a formal letter to Marriott, clearly stating my intention to terminate the contract. Additionally, I have made numerous phone calls to Marriott's customer service department in an effort to expedite the cancellation process.However, despite my persistent efforts, Marriott has failed to provide me with a no-fee cancellation option as promised in the terms of the agreement. This lack of responsiveness has caused me undue stress and financial burden.I request that the Better Business Bureau intervene in this matter and facilitate a resolution between myself and Marriott. Specifically, I am seeking a prompt and satisfactory resolution that includes the following:* A no-fee cancellation of my timeshare agreement.* Confirmation of the cancellation in writing.* Reimbursement of any fees or expenses incurred as a result of Marriott's failure to honor the cancellation request in a timely manner.I appreciate the Better Business Bureau's assistance in resolving this matter and look forward to a prompt response. Please do not hesitate to contact me if you require any further information or clarification.Thank you for your attention to this matter.Sincerely,***************************

  Customer response

  05/02/2024

  How do I print form I do not have a air printer 

   

   

  Customer response

  05/02/2024

  I do not have an air kprinter.  No on in town has an air printer.  Now send it to regular printer 

   

  gene e shoemaker 

  Business response

  05/06/2024

  Our organization has already responded to **********************.  Please see the attached letter from Customer Advocacy Manager, ***********************************.  At this juncture we may only reiterate that it is not possible to simply cancel ************************** purchase.  He is welcome to sell his ownership interest on the external market for a price that he deems fair and appropriate.  

  Customer response

  05/07/2024

  **** and I took a trip to *************** and stayed at Marriott Canyon Villas in **************
  Late ***** to May 3, 2019.
  We were contacted by phone call to attend a meeting and in exchange we would get 3 days free
  in *******. We both went into this feeling we would enjoy ourselves in our retirement. The
  presenter, ***********************************, was very nice but she didn't really take our No, not now" as
  seriously as we meant it. She sent us out to a patio area and another ***** ***** came out and
  she somehow talked us into a commitment to return within a year, pay them $250, and then
  $100 a month for 5 months! **** told us it would come off of our purchase price and she would
  hold an opening for a 1 bedroom suite for us when we returned, at no cost to us. We were also
  told that we would get ****** bonvoy points if it was paid off by December of 2019. We had it
  paid off by October. When we called to return there in February of 2020, there were no 1
  bedroom suites available like they gave us before! I should have just said no then! It was a big
  red flag to me since we really didnt need the 1 bedroom suite! During our meeting we were told
  it would take about an hour, we were there for close to 3 hours.
  In February of 2020, we stayed at ****** Villas again in a studio. We then had the meeting
  with ***********************************! In no way were we planning to purchase, she was so committed
  to getting us to purchase and **** and I were both not falling for it. **** has diabetes and was
  ONLY offered a drink the whole time we were there. As we were getting ready to leave, she
  came up with Marriott will buy back this package at your purchase price if for any reason you
  cannot use it!" I was thinking how great that sounded! We talked about it for a minute or so
  knowing that we could pay it off in a couple years or less, great! Our maintenance fees were
  never discussed, bonvoy was barely glossed over. I'm still not even sure what the difference is
  between bonvoy and vacation club!
  Before we purchased it, **** was having problems walking! He was even on pain medication
  when we signed the contract so it shouldn't have even been done! We went to the surgeon and
  we were told there was nothing to be done and he needed to do physical therapy. He did the
  physical therapy but his walking got worse so we had to do more tests. We can place him on a
  neuro stimulator to reduce the pain but he falls almost every day. The doctors say there is
  nothing we can do for him, we simply can not travel with him in this condition! We have never
  used a single point and never traveled using Marriott!
  **** called to try to sell back our timeshare but he was told that you dont buy it back! He is
  very upset! After explaining ****'s medical problems the gentleman told us that buy back" is
  just a sales tactic used quite often to close deals but it is not actually true! Now lm angry! He
  told us that if we pay off our loan then they may buy it back due to ****s medical problems, but
  it wasn't a guarantee! What difference does paying it off make? I never followed through with it
  because I decided that all of Marriotts employees lie! We bought a lie!
  On October 14, 2022 **** got surgery on his neck! We have been going to doctors
  appointments regularly and we have the medical bills have started to come in and we can not
  
  afford to pay this timeshare that we have not been able to use. We only want our purchase price
  back and to be done with it!
  **** and *****************************

  Business response

  05/07/2024

  Our organization has already responded to **********************.  Please see the attached letter from Customer Advocacy Manager, ***********************************.  At this juncture we may only reiterate that it is not possible to simply cancel ************************** purchase.  He is welcome to sell his ownership interest on the external market for a price that he deems fair and appropriate.  

  Customer response

  05/08/2024

   
  Complaint: 21651595
  
  I am rejecting this response because:
  Take me to court!
  Sincerely,
  
  ***************************

*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. ↩