ComplaintsforMarriott Vacations Worldwide

• Initial Complaint

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to request a refund for a Marriott ************* voucher that we are unable to use due to extenuating medical circumstances. My spouse has been diagnosed with cancer, and as per the doctors orders, we are unable to travel or attend any timeshare presentations at this time. Consequently, we are unable to utilize the voucher provided.Given the serious nature of my spouse's illness, our ability to use the voucher for its intended purpose has been severely impacted. We have contacted Marriott ************* customer service to explain our situation, but have not received a satisfactory resolution regarding a refund for the unused voucher, they only offered to extend the voucher's expiration.

  Business response

  08/20/2024

  Sent: Tuesday, August 20, 2024 2:18 PM
  To: *********************
  Subject: MVW Customer Advocacy
  
  Good afternoon ****************,
  
  I received a Better Business Bureau complaint from you regarding a promotional package that you purchased on December 27, 2022. I appreciate this opportunity to respond on behalf of Marriott *************.
  
  I am so sorry to hear about your wife and her current medical state.  I wish your wife and your family the best during this difficult time.  In an effort to assist you I have contacted the management team who oversees our promotional package division.  Given the unfortunate circumstances I was able to advocate for a full refund of your promotional package.  $199 is in the process of being refunded back to your **** card ending in 4338.  Please allow 7 to 10 days for the refund to appear on your online credit card statement. 
  
  I would appreciate a brief response just so I know you received my email.  Thank you for contacting the Customer *************** for Marriott ************* and allowing me this opportunity to better serve you.
  
  Kind regards,
  
  MARRIOTT VACATIONS WORLDWIDE

  Customer response

  08/20/2024

  The company has refunded me and wish to withdraw the complain.

  Customer response

  08/21/2024

   
  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.
  
  Sincerely,
  
  *******************

  Customer response

  08/21/2024

  I accepted the Business's response and wish to withdraw the complaint

• Initial Complaint

  07/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am writing to express my extreme dissatisfaction with my experience with Vistana. I was pressured into attending a high-intensity sales meeting where I was given false information about the fixed rate of my HOA fees. Despite being told that my fees would remain unchanged, they have recently increased by $500. This seems to be a clear case of misrepresentation and deception on the part of Vistana. I was given the impression that I had options when it came to my ownership of the timeshare. I was told that I could either rent the property or do a deed back, but I have found that these options are either not available or are nearly impossible to execute successfully. It is unacceptable to lure customers in with false or misleading promises. The sales tactics used by Vistana were highly unethical and I do not want others to fall victim to the same misleading practices.***-R ********

  Business response

  09/18/2024

  Our records indicate that Mr. ******** purchased ******* StarOptions in the Westin Aventuras Program on June 18, 2023.  Unfortunately, he has not kept up with his mortgage payments and is currently in default.  

  Maintenance fees were fully disclosed to Mr. ******** at the point of sale.  2024 maintenance fees were determined in late summer 2023.  ****************** purchased a few months prior, our sales department only the prior year's maintenance fee data to go off of.  The program rules and governing documents state that maintenance fees will fluctuate depending on each resort's operational expenses, reserve funding and any other costs deemed necessary by the Association.  The Westin Aventuras program is comprised of three resorts in ******, each with their own separate Condominium **********************  The ********************* pays each of these resort associations separately.  **************************** maintenance fees are an average of the three resorts that make up the Westin Aventuras program.  2024 maintenance fees did increase significantly over 2023, the increase is attributed to several inflationary factors including: fluctuations in the value of the Mexican Peso, wages, insurance and utilities.  

  In August of 2023 Mr. ******** received an invoice from the *****************************  Included with the invoice was a letter from ****** *****, **************************** Board President, with additional details about the 2024 budget.  A copy of this letter can be sent to Mr. ******** upon request.

  Customer response

  09/21/2024

   
  Complaint: 22048445
  
  I firmly reject Marriott's response. I felt undue pressure to attend a high-pressure sales meeting, where I was misled about the fixed rate of my HOA fees. Despite being assured that my fees would remain stable, they've surged by $500 recently. This is a clear instance of misrepresentation and deception by Vistana. I was led to believe I had options regarding my timeshare ownership, including renting the property or executing a deed-back, only to find out these options are either unavailable or nearly impossible to pursue. It's simply unacceptable for customers to be lured in by false or misleading promises.  We deserve transparency and honesty in our dealings.
  
  Sincerely,
  
  ***-R ********

  Business response

  09/25/2024

  At the time of purchase Mr. ******** received a detailed ***************** Checklist that addresses resale, rental and investment potential for his ownership interests.  Owners can make reservations and rent them from time to time during the years that they are unable to travel, so long as this type of activity is not repetitive or occurring on a commercial level.  The ***************** Checklist also includes maintenance fee disclosures.  While we are sorry that Mr. ******** remains disappointed with the fees owed to the ****************************; the fees are necessary for reasons explained in our prior response.

  Customer response

  09/26/2024

   
  Complaint: 22048445
  
  I reject the timeshare's response. The timeshare uses high-pressure sales tactics to get consumers to sign, and they do not allow time to review the documents. It's all right then and theretoday only!!! If you ask a question, the salesperson just tells you anything to secure your signature. The contract should be voided due to those circumstances alone.
  
  ***-r ********

  Business response

  10/01/2024

  We respectfully disagree that Mr. ******** was pressured or coerced into his purchase.  In addition, all new purchasers are provided with a 10-day rescission period.  The rescission period is disclosed in bold, conspicuous font just above the signature line of every contract.  Mr. ******** could have cancelled his purchase within this timeframe for any reason or if he felt uncomfortable with move forward to closing.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I stayed at the Marriott July ***** I was charged and agreed to pay upon check in ****** per night. Upon checkout I was charged ****** for 2 nights although this was booked on the same reservation. The rate change on the weekend was not made aware by the company or 3rd party booking site prior to check in. The manager ******************* refuses to take responsibility/ discuss the issue with me for the unknown rate adjustment. I was unaware of such a change until checkout when I received the receipt. When booking the rate on booking.com stated ****** per night. It did not state the rate could change or vary due to the weekend. ******************* also stated he did not like the tone used of a black woman and disconnected the call several times which I have the phone records as proof.

  Business response

  07/24/2024

  It is important to note that **************** did not arrange this stay through our organization, but rather through a third-party wholesale website www.booking.com.  The information we received from booking.com is that ******************** original reservation was modified in May and the rate established at that time was $287.10 for Thursday, July 11th and $404.10 for the nights of Friday, July 12 and Saturday, July 13th.  While there was no discrepancy on our end, if **************** would like to pursue this matter she would need to contact booking.com as that is where her reservations were made.  

  We have also investigated **************** allegations towards our General Manager.  The General Manager attempted to explain the above information to **************** and was met with confrontation, personal insults and profanity.  At that point in the conversation our associate politely explained to **************** that the conversation cannot continue as it was no longer productive.

  Customer response

  07/24/2024

   
  Complaint: 22012836
  
  I am rejecting this response because:
  
  I have the call recorded there was never any profanity used on my end or any disrespect used toward the representative. The representative was unprofessional, racist and did not want to assist with this matter, so he continuously stated to contact booking.com.
  Booking.com is stating to contact the resort for any issues in rates. I was not aware of a rate change or additional room adjustment until after check out, I was checked in at ****** per night. If you book a hotel through a third party multiple rates for rooms are not listed. When booking I booked the room at ****** per night when the additional days were added, the system/ contract never stated there would be a rate change or I would've cancelled my reservation completely. I was not aware of the charges of ****** until after check out. Also my card has been charged 3 additional times since leaving this facility. 

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

  Business response

  07/25/2024

  A leader from our corporate Customer *************** has personally reached out to **************** explaining that we will uphold the $404.10 rate for the evening of July 12th and 13th reserved through Booking.com at the time her reservation was modified on May 18th.  We have also asked her to share the recorded call so that we can further investigate her remaining allegations.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Marriott,I am writing to formally request the cancellation of my timeshare agreement. I find myself in a situation where it is no longer financially feasible for me and, more importantly, it has become a source of stress and concern due to the high-pressure sales tactics employed during the purchase process.The decision to purchase the timeshare was made under what I believe were coercive circumstances, including high-pressure sales tactics, misrepresentation of the product,and undue influence. I felt rushed into the agreement without adequate time to review the terms and implications of my purchase. The sales representatives used tactics that made me feel uncomfortable, which ultimately clouded my judgment.Furthermore, my financial situation has changed significantly since I purchased the timeshare. What once seemed like a valuable investment now poses a considerable financial burden for me. The annual maintenance fees and other associated costs have become a considerable strain on my finances, and I can no longer justify the expense.Given these circumstances, I kindly request that you consider my request for timeshare cancellation and refund us all monies owed.Sincerely,*********** and *****************************

  Business response

  07/16/2024

  In review of ******************** ownership profile we see that he initially acquired ***** Club Points in March of 2016.  Then, in July of 2019 **************** purchased an additional ***** Club Points, totaling ***** Club Points.  We respectfully disagree with ******************** allegation of being pressured and/or coerced into either purchase.  Marriott ************* sales executives are trained to provide guests with a professional, informative and low-key overview of the vacation ownership program.  In addition, purchasers are provided with a 10-day cooling off period during which time they may cancel for any reason without penalty.  The rescission period is disclosed in bold, conspicuous font just above the signature line of each contract.  

  We are sorry to hear that ******************** personal finances have changed significantly since becoming an owner.  Our organization does not sponsor any type of financial hardship assistance program.  **************** is welcome to sell his Club Points on the open market for a price that he deems fair and reasonable.  The process is similar to selling a home or any other form of deeded real-estate.  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  To whom it may concern, We purchased our first timeshare in 2017 at ***********, **************. Attracted by a Marriott ************* banner, we trusted Marriott due to our long-standing membership and frequent use of Marriott rewards.We were impressed by the weekend stay arranged at a different resort. Despite being told the sales presentation would be 90 minutes, it lasted three to four hours without refreshments. Our kids were left alone for this duration. The presentation, conducted by ********************* in a small room, convinced us to buy, given our interest in travel at the time.However, we later felt misled. We were assured of a buyback program if we were dissatisfied. When we tried to sell in 2018 or 2019, ***** informed us we'd only get 25% back, which was not as promised.Our maintenance fees skyrocketed from $1,200 in 2017 to $7,100 in 2022. Additionally, we made a second purchase as we lacked sufficient points to use the first timeshare, highlighting the manipulative nature of the sales process.During a subsequent presentation in *******, we signed a second contract without being informed of the 220% interest rate. This omission alone justifies a full cancellation of the contracts.Post-purchase, we experienced poor customer service, feeling undervalued. We request the cancellation of our timeshares and a full refund.Sincerely,********************* and ******************* Contract numbers: 661256-20 and 505571-11

  Business response

  07/16/2024

  Our organization received a similar complaint from ************ in April of 2023.  At that time Customer Advocacy Manager, *************************** reviewed the complaint and determined that no malice or misrepresentation occurred during either of **************** past purchases.  A copy of *************************** response letter is attached.

  Maintenance fees increased from 2017 to 2022 as a result of ************ acquiring an additional ***** Club Points in February of 2020.  Maintenance fees costs were fully disclosed to ************ within the ***************** Checklist that she received at time of purchase.  This document also disclosed the fact that our organization does not guarantee any sort of resale or resignation program. ************ is welcome to list her Club Points for sale on the open market for a price that she deems fair and reasonable.

  During her last purchase ************ elected to apply for financing through our organization.  All of the pertinent details surrounding her loan were clearly outlined within her Closing Disclosure documents.  Closing Disclosure documents reflect the loan amount, term, interest rate, payment and other relevant details of the financing arrangement.  Copies of both the ***************** Checklist and Closing Disclosure documents can be provided to ************ upon request.

  Customer response

  07/18/2024

   
  Complaint: 21957412
  
  I am rejecting this response because:

  Even though MVC documents may not have contained the option of MVC buying back the units that we purchased on both occasions, this option was absolutely presented to us in the initial presentation. It was even stressed that," that's what makes us different from the others", " you always can get out"! It was even told to us, " if MVC does purchase your units it might be at a reduced purchase price, OR you have the option to market them yourself " , "but only MVC could distribute the reward and vacation club points, so it would be better to sell back to MVC".  this was explained to us during the initial sales pitch.

  Secondly, after trying but being unable to book several vacation destinations, we were contacted to "bring a friend" weekend ( which we did, and thank goodness my friends could not buy into this ) and were given the opportunity for another "free" stay if we would listen to another sales presentation. We did, and at that sales presentation we were told the reason we were unable "book" was that we needed to buy into another level! So, trusting Marriott, we did just to find out we had been lied to twice! 
  Sincerely,
  
  ********************* And *******************

  Business response

  07/19/2024

  Despite prior review and response, it is regrettable that the owners dissatisfaction continues. 

  As previously shared, there was appropriate disclosure and acknowledgement that Marriott ************* currently intends to provide a resignation/resale program for ************* Point owners who wish to exit the program in the future.  The resignation/resale program is not guaranteed to occur and may be turned on and off according to business conditions at Marriott *************s sole discretion.  I always have the right to sell my interest on the open market or through a third-party resale company.
  

  Additionally, it was disclosed during both owner purchases is that the ability to confirm a specific reservation request is dependent upon the timeshare interests and use periods available or as provided by the provider of accommodations or services. Therefore, Marriott ************* Destinations Exchange program cannot guarantee specific resort choices, dates of travel, or types or sizes of accommodations.  The earlier a reservation is requested, the better the possibility that a specific request may be confirmed.
  

  While we are sorry for their expressed dissatisfaction, we maintain our position and respectfully decline the request for cancellation.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I embarked on our timeshare journey in 2003 when we purchased our first property at the ******************** in ***************************. Over the years, we attended numerous presentations. However, our most recent experience, in August 2023 at Marriott Shadow Ridge with representative *******************, has left us deeply disillusioned with the timeshare industry. During the presentation, ****, who introduced himself as a veteran and real estate agent, who presented an enticing proposition: merging our existing Westin timeshare with Marriott to alleviate maintenance fees and provide enhanced vacation flexibility. In a 3-hour discussion, **** assured us that with the merger, our Westin maintenance fees would cease, replaced by lower Marriott fees. Encouraged by this promising outlook, we proceeded to sign under ****'s guidance. Yet, our optimism quickly turned to frustration as **** repeatedly postponed meetings to discuss the merger's intricacies. Despite our attempts to clarify our obligations, ****'s vague responses and rescheduled appointments only deepened our confusion. Our concerns intensified upon receiving Westin paperwork in December, addressed solely to my wife, contradicting ****'s earlier assurances of a seamless transition. In a desperate attempt to resolve the matter, I reached out to Marriott corporate. However, my efforts were met with unhelpful responses and unresolved promises. Feeling abandoned by the company, I decided to visit **** Desert ************* in January 2024, hoping to find some clarity. Unfortunately, my visit only resulted in further frustration, as I encountered bureaucratic hurdles and a disheartening sales pitch unrelated to our concerns. ****'s misleading assurances and Marriott's lack of accountability have not only tarnished our experience but also eroded our trust in the company. We can no longer remain affiliated with Marriott and demand nothing short of a full cancellation of our contract and a prompt refund.

  Business response

  07/03/2024

  We are very sorry to receive this complaint from ********************.  In review of his account Mr. and ********************* acquired ***** Club Points in the Marriott ************* Destinations Program on August 27, 2023.  The purchase of Club Points has no bearing on maintenance fees owed in conjunction with ************************ pre-existing ownership at *********************  Owners who have no mortgage balance can deed back their week through our ************************ for no charge.  However, in order to take advantage of the deed back program, owners must be current on maintenance fees.  ******************** currently owes maintenance fees for his Westin Mission Hills week.  He is currently working with a manager from our corporate Customer *************** towards completing a deed in lieu of foreclosure for unpaid maintenance fees.  Once the deed in lieu of foreclosure is finalized ******************** will no longer own his deeded week at ********************.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Me and my husband was sold on January 22, 2024 a Marriott ************* package for our family vacations. They first told us they needed our credit report pull for credit worthiness and we reply that the *** would go into our business not our personal. So they pull husband credit and move forward to contract and took a deposit in the amount of $2946.00. They told us (realtor/Agent) that they would transfer to our business and that we had ********************************** February we were contacted by finance ***** and credit profile Alert of *** on our personal credit profile and finance ***** was say we were late on payments. So we begin to reach out to them at Marriott ************* ******** and the finance ***** in ******* to see what has happen. My husband emailed many times ******** Marriott Realtors/ agents, Salesman, Managers etc and call fiance *****, in ******* to fix what was going on. We had received empty promises we call you back or will check and email you back. We also was told by finance **** to go by there office to fix the problem we went by three times, and never spoke with our agents/realtors we sign up with. They only sent a customer service person which couldn't really help us. On the third time my husband saw the manager of *** there on 14 Floor in ******* he was speaking about buying back the *** with a other person in office but then he came back into office were my husband was and ask my husband to leave the building and not to return. Also there was a customer Advocacy for Marriott ******************************** which we told to her about the situation also and she told ******* *** Realtor and manager not to help my husband either talk to him about his complaint. At this point to bring resolution we want this contract to be cancel and my deposit to be return and compensation for the damages that took place on our credit profile with all three credit companies. Their misconduct , and dishonest cause us damages. We hope for resolution.

  Business response

  07/30/2024

  Our organization has been working with ************** in relation to this matter since May 16, 2024.  On February 13, 2024 ************** purchased ***** Club Points in the Marriott ************* Destinations Program.  The ownership is under the name of *************** Enterprise LLC, with ************************* and ************************* as co-owners of the Club Points.  This matter has been reviewed by corporate Customer Advocacy Manager, *************************** and she determined that there was no wrongdoing, intentional malice or misrepresentation at the time of purchase.  In an effort to help Mr. ************************* has worked as a liaison between him and our financial services department regarding the negative credit reporting that has occurred on his account.  ************** has demanded compensation in the form of a cash settlement, ******* Bonvoy points and 90 days delayed payments.  While our organization is willing to work with ************** and offer a gesture of goodwill, the level of compensation he is demanding is unwarranted. 

  In order to arrange a reasonable resolution to this matter, ************** is encouraged to continue working with *************************** within our corporate Customer Advocacy office.  

  Customer response

  08/23/2024

  Aloha Greetings,

  Customer Advocacy Marriott ******* ******,

  We are requesting a Monetary settlement for the breach of Contract, and damages to Mr. ***** credit/Business (******************************) report profile. On March 13, 2024 Marriott ************* contacted us saying we're late on our payment that was due on March 13, 2024. Then we call to make correction because they had agreed to extend our 1st payment for 90 days as agreed. Then after that we were told they would make correction with ************* for our first payment to be put out for 90 days. Then on April 30 th 2024 they reported late payment on Mr. ***** credit report which impacted his score to decrease more than 70 pts.  Then we told them this is a breach of contract due to Marriott vacation club account on ******* ***** credit report profile instead of our business name (******************************). Agent/Sales Manger ****** ***** didn't fulfill the obligation of the contract/Agreement for our Marriott ************* Contract March 13, 2024. We are asking for a Monetary settlement amount of $50,000 this will cover deposit, Breach of Contract, credit damages, and discrimination/Treated Unfairly and American Disability Act. From the letter that was sent from Marriott ************* dated on July 11th 2024  Mr. ******* ***** is requesting restatement of his Bonvoy account with all points and privilege.: Owner Number ********. Further more after a settlement is reached we would like to restate a new contract with Marriott vacation club. With the new contract/Agreement our 1st payment will be extended out ************************************************************************* the first contract. Mr. ******* ***** is willing to negotiate on Monetary settlement offer in Goodwill.

  Thank You!

  Sincerely,

  Mr. ******* *****

  ******************************

  Customer response

  08/23/2024

  Aloha Greetings,

  Customer Advocacy Marriott ******* ******,

  We are requesting a Monetary settlement for the breach of Contract, and damages to Mr. ***** credit/Business (******************************) report profile. On March 13, 2024 Marriott ************* contacted us saying we're late on our payment that was due on March 13, 2024. Then we call to make correction because they had agreed to extend our 1st payment for 90 days as agreed. Then after that we were told they would make correction with ************* for our first payment to be put out for 90 days. Then on April 30 th 2024 they reported late payment on Mr. ***** credit report which impacted his score to decrease more than 70 pts.  Then we told them this is a breach of contract due to Marriott vacation club account on ******* ***** credit report profile instead of our business name (******************************). Agent/Sales Manger ****** ***** didn't fulfill the obligation of the contract/Agreement for our Marriott ************* Contract March 13, 2024. We are asking for a Monetary settlement amount of $50,000 this will cover deposit, Breach of Contract, credit damages, and discrimination/Treated Unfairly and American Disability Act. From the letter that was sent from Marriott ************* dated on July 11th 2024  Mr. ******* ***** is requesting restatement of his Bonvoy account with all points and privilege.: Owner Number ********. Further more after a settlement is reached we would like to restate a new contract with Marriott vacation club. With the new contract/Agreement our 1st payment will be extended out ************************************************************************* the first contract. Mr. ******* ***** is willing to negotiate on Monetary settlement offer in Goodwill.

  Thank You!

  Sincerely,

  Mr. ******* *****

  ******************************

  Customer response

  08/27/2024

  Aloha Greetings,

  Customer Advocacy Marriott ******* ******,

  We are requesting a Monetary settlement for the breach of Contract, and damages to Mr. ***** credit/Business (******************************) report profile. On March 13, 2024 Marriott ************* contacted us saying we're late on our payment that was due on March 13, 2024. Then we call to make correction because they had agreed to extend our 1st payment for 90 days as agreed. Then after that we were told they would make correction with ************* for our first payment to be put out for 90 days. Then on April 30 th 2024 they reported late payment on Mr. ***** credit report which impacted his score to decrease more than 70 pts.  Then we told them this is a breach of contract due to Marriott vacation club account on ******* ***** credit report profile instead of our business name (******************************). Agent/Sales Manger ****** ***** didn't fulfill the obligation of the contract/Agreement for our Marriott ************* Contract March 13, 2024. We are asking for a Monetary settlement amount of $50,000 this will cover deposit, Breach of Contract, credit damages, and discrimination/Treated Unfairly and American Disability Act. From the letter that was sent from Marriott ************* dated on July 11th 2024  Mr. ******* ***** is requesting restatement of his Bonvoy account with all points and privilege.: Owner Number ********. Further more after a settlement is reached we would like to restate a new contract with Marriott vacation club. With the new contract/Agreement our 1st payment will be extended out ************************************************************************* the first contract. Mr. ******* ***** is willing to negotiate on Monetary settlement offer in Goodwill.

  Thank You!

  Sincerely,

  Mr. ******* *****

  ******************************

  Business response

  08/28/2024

  This matter has been addressed by our corporate Customer *************** on several occasions.  Mr. ***** is encouraged to read the attached letter dated August 15th from *** *********, AVP of Customer Advocacy.  Our position on this matter will remain as stated within the attached letter.

  Business response

  08/28/2024

  Please see attached response letter dated August 15, 2024.

  Customer response

  08/28/2024

  To. *** **********/Assistant Vice President, Customer Advocacy

  We are requesting for Marriott to buy back the Marriott Ownership Resort (File #*********). The purchase price for Property with Marriott Ownership Resort is $29,450.00 minus my deposit return to us in the amount of $ ********* We are request a full deposit refund due to our contract being breach from Marriott agent not providing the proper document within time frame of contract (10 days). Mr. ***** did call within the 10 days for correction to be made and the correction wasn't done due to Mr. ***** credit report being affected. We requested from the beginning for the contract to be in ****************** name and Mr. ******** ***** ****** refuse our request. Mr. ***** is also request $10,000.00 plus our deposit in the amount of $******** for all the Unfair treatment/Civil Rights Act violation of The Fair Housing Act of 1968 Title VIII of the ciivil Rights. All Civil Rights violation of The Fair Housing Act of 1968 Title VIII of the Civil Rights at Marriott ************** ********************************************************************** From Executive sales Manager, Sales Mgr. Mr. ***** ********, Sales Mgr. Mr.****** ****** This is the Final attempt to resolve this matter between the breach of contract, and written cancelation of Contract and the violation of The Fair Housing Act of 1968 Title VIII of the Civil Rights at Marriott ************** ********************************************************************** Request Response with your answer within one business day. 

  Thank You 

  Mr. *****

  Customer response

  08/29/2024

   
  Complaint: 21906769
  
  I am rejecting this response because:
  

  To. *** **********/Assistant Vice President, Customer Advocacy
  
  We are requesting for Marriott to buy back the Marriott Ownership Resort (File #*********). The purchase price for Property with Marriott Ownership Resort is $29,450.00 minus my deposit return to us in the amount of $ ********* We are request a full deposit refund due to our contract being breach from Marriott agent not providing the proper document within time frame of contract (10 days). Mr. ***** did call within the 10 days for correction to be made and the correction wasn't done due to Mr. ***** credit report being affected. We requested from the beginning for the contract to be in ****************** name and Mr. ******** ***** ****** refuse our request. Mr. ***** is also request $10,000.00 plus our deposit in the amount of $******** for all the Unfair treatment/Civil Rights Act violation of The Fair Housing Act of 1968 Title VIII of the ciivil Rights. All Civil Rights violation of The Fair Housing Act of 1968 Title VIII of the Civil Rights at Marriott ************** ********************************************************************** From Executive sales Manager, Sales Mgr. Mr. ***** ********, Sales Mgr. Mr.****** ****** This is the Final attempt to resolve this matter between the breach of contract, and written cancelation of Contract and the violation of The Fair Housing Act of 1968 Title VIII of the Civil Rights at Marriott ************** ********************************************************************** Request Response with your answer within one business day. 
  
  Thank You 
  
  

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

  Business response

  08/29/2024

  At this juncture we may only reiterate that there was no breach in Mr. ***** purchase agreement.  He is responsible for the loan associated with his ownership interests.  Failure to pay his mortgage as agreed upon will result in credit reporting and may potentially lead to foreclosure in accordance with the mortgage note that he signed at time of purchase.  Our position on this matter will not change.

  Customer response

  09/11/2024

   
  Complaint: 21906769
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *********

  We want to return deed back to Marriott and have our depoist return to us.

  Thanks Mr. *********

  Customer response

  09/26/2024

  Its was a breach of contract at the beginning and we stand on our decision. Either you buy back your deed along with our deposit refund to us or we take legal action against your business for a breach of contract.

  Customer response

  09/26/2024

  Its was a breach of contract at the beginning and we stand on our decision. Either you buy back your deed along with our deposit refund to us or we take legal action against your business for a breach of contract.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We have made numerous attempts to cancel our timeshare with Marriott Vacations, but we were informed that cancellation is only possible once our loan is paid in full. Despite offering to settle the account for $5,000, our request has been met with silence and no agreement from Marriott Vacations. The lack of response and flexibility from Marriott Vacations has left us feeling frustrated and trapped in a timeshare agreement we no longer wish to uphold. As we approach retirement, we are concerned about the escalating costs of maintenance dues for a property we have lost interest in using. Our initial contact with Marriott Vacations stemmed from an offer for a free vacation upon attending a one-hour presentation. Regrettably, the presentation significantly exceeded the promised time, and we faced intense pressure to make a purchase, which we resisted. This scenario repeated the following year, again resulting in no purchase. Subsequently, we were lured with a third vacation offer at a different resort, where we encountered Mr. ******* **********, who applied substantial pressure and guilt-tripping tactics until we reluctantly agreed to purchase the minimum points package. Despite the enticing terms presented during the sales pitch, we have been unable to utilize the purchased points due to existing timeshare commitments with **********, offering more points and better-suited locations for our needs.

  Business response

  07/23/2024

  We are sorry for Ms. ******** dissatisfaction with their Trust point purchase with Marriott ************* on April 24, 2018. 
  
  In reviewing, past attendance in sales presentations, we do reflect the owners participation in promotional packages.  These packages provide an opportunity to vacation at a vacation club resort and preview vacation ownership.
  
  Our records reflect the owners prior settlement offer towards their financed purchase, which was declined.  We are not agreeable to change the terms of their loan or accept a settlement for the outstanding balance.
  
  Additionally, a review of the account and documents associated with their purchase, we find that all terms and disclosures exhibit the owners signed agreement.  As the owner did not exercise their right of rescission during the 10-day cancellation period, the sale continued.
  
  Again, we regret the owners dissatisfaction but appreciate the opportunity to respond. 

  Customer response

  07/29/2024

   
  Complaint: 21904075
  
  I am rejecting this response because:  We do not agree with this response from Marriott. We have tried working with them to cancel this agreement (by presenting a settlement) and they do not seem willing to help. We understand there may be certain policies but we are asking for Marriott to offer us some good faith and do something out of policy for us. What do other owners that still have mortgages on their timeshare do to exit this? We find it hard to believe that every person who ever cancled their ownership with Marriott had their mortgage paid off. 
  
  Sincerely,
  
  ****** *******

  Business response

  07/31/2024

  At this juncture we may only reiterate that it is not possible to simply cancel a deeded real estate purchase.  In order to relinquish ownership of their Club Points Mrs. ******* would need to sell or transfer her ownership interests to another individual.  The process is no different than selling a home or any other form of deeded real estate.  

  Customer response

  08/08/2024

   
  Complaint: 21904075
  
  I am rejecting this response because:  We do not want to transfer this to another unsuspecting party. We know the experience we have had and do not wish to pass it on. So, Marriott has never canceled an ownership that still had a loan on it? 
  
  Sincerely,
  
  ****** *******

  Business response

  09/17/2024

  That is correct.  It is not possible to simply "cancel" a deeded real estate purchase was the transaction has closed.  Mrs. ******* will remain responsible for the balance owed on her mortgage.  If she is unable to pay in accordance with the mortgage agreement, then our financial services office will follow their established process for collections which includes negative credit reporting every 30 days.  Foreclosure action is typically initiated once the account is past due by approximately 150 to 180 days.  

• 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 ************.

  Customer response

  07/22/2024

  Date Sent: 6/18/2024 12:45:51 PM
  I am being denied for a home that Ive 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!

   

  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. 

  Business response

  07/22/2024

  ******************** has been in contact with *****************************, ********* Services Manager and *********************, Director of Customer Advocacy.  ****** provided ******************** with the attached letter to show his personal lending institution.  If ******************** has any additional questions or concerns related to this matter he is welcome to contact ********************* 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,
  
  ***********************

*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. ↩