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:02/27/2025

  Type:Billing 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 have called and tried to pay Annual Maint dues repeatedly. Due to our account status, we are unable to pay online and accounting needs to call us and take the payment. We have been calling since Jan 25th and no one from accounting has called us to take payment. My mother ****** ******* who is also on the account and the primary holder has taken a credit hit because of this. We need accounting to call us and take a payment and her credit report fixed!

  Business Response

  Date: 02/27/2025

  Sent: Thursday, February 27, 2025 4:41 PM
  To: ******************************
  Subject: MVW Executive Office
  
  Good afternoon Mr. ***************** I am in receipt of your complaint filed with the Better Business Bureau.  I appreciate this opportunity to respond on behalf of Sheraton Vacation Club.
  
  In review of your account your maintenance fees are in arrears.  **************** does not report negative information to the credit bureaus for delinquent maintenance fees.  However, all loan payment delinquencies are reported in a timely and accurate manner.  As a mortgage bank, our organization has a fiduciary responsibility to accurately report out on all loan accounts.
  
  In an effort to assist you, I have shared your complaint with our financial services department.  I explained that your intention is to bring your account current.  A member of our financial services department will be reaching out to you shortly to answer any questions that you may have and to discuss the status of your account.
  
  Thank you,
  
  
  MARRIOTT VACATIONS WORLDWIDE

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Im incredibly frustrated with this situation! I was supposed to get some "Property Surrender" documents, promised on June 14, 2024. I was informed by call on that same Friday, June 14, that I would receive some paperwork for: Property Surrender -No Cost -Just Sign and Notarize -Should arrive in 8-12 weeks But I never got it. I bet they sent it to ************, using the old address from your paperwork. That's just crazy! I told them repeatedly that we moved and gave them my new address! We've been living at the new place for almost 4 years now! It's completely unprofessional. Despite numerous calls and emails to tell them I never got the documents, all they say was, it's been sent. When I asked where, they couldnt answer, one time they said Pennsylvania. I had to remind them again that we moved. I even left messages each time I called, but no one ever got back to me. I called more than I can remember, not all the dates were marked on my calendar. These are the calls I made - to ************/************: June 14, 2024 -December 3, 2024 -December 11, 2024 -December 13, 2024 -January 2, 2025. We specifically met with them in ******* for help with our timeshare property as my husband's ** worsened, and he's now disabled. They promised us help and gave us a number to call. But when I called, all I heard was, sorry we can't help! They assured us in ******* that everything could be done by mail without any issues. That was false. After several emails, they offered us the option to Surrender the Property. We took up the offer and now what? Nothing! The only documents we've got are about the foreclosure. This company's business practices are absolutely terrible and unethical! I'm appalled by their carelessness. They haven't handled the Property Surrender properly, just creating more problems in an already difficult situation.

  Business Response

  Date: 02/26/2025

  Sent: Wednesday, February 26, 2025 12:50 PM
  To: **************** <********************>
  Subject: MVW Customer Advocacy
  
  Good afternoon Ms. ****************** am in receipt of your complaint filed with the Better Business Bureau. I appreciate this opportunity to respond on behalf of the Sheraton ************* brand.
  
  Upon receiving your complaint, I reached out to our default administration department, and they confirmed deed in lieu of foreclosure documents were sent to ****************************************************************************** (which was the address on record at the time) on July 24, 2024. 
  
  As a gesture of goodwill, the default administration team has agreed to extend the deed in lieu of foreclosure to you once more. This time, they are sending the documents to this email address.  Please execute and return the documents quickly, following the instructions provided.
  
  Thank you,
  
  
  MARRIOTT VACATIONS WORLDWIDE

  Customer Answer

  Date: 02/27/2025

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

• Initial Complaint

  Date:02/01/2025

  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.

  Timeshares are taking advantage of ******************* Members claiming Timeshares do not fall under MLA because the loan used is a personal property loan. This scam and use of wording is affecting many Service Members. If enforced under the **** the contracts have multiple MLA violations. On April 2023 my wife and I were pressured into a timeshare contract. Not fully understanding everything I missed the rescission period, and upon further review, the contract did not provide all the details and documents required under MLA (to include documentation of annual club dues and maintenance fees equating to over a grand a year), contained mandatory arbitration clauses and provisions, a severability clause claiming if anything was proven to be unenforceable that only the provision proven would be stricken from the contract but the rest of the contract would remain intact, and a clause forcing service members to waive rights. These are just a few of the many provisions the Sheraton Flex Vistana company (now owned by ********) are enforcing. Service members are shot down when trying to handle this at the lowest possible level and forced to either spend thousands on lawyers who will try and terminate the contract (that if timeshares fall under MLA would be null and void resorting to a full refund) or spend even more money attempting to bring these matters to court for litigation. This alone causes Service Members to suffer in silence as they feel trapped in dealing with this or fear of how it can affect their career. There needs to be a way to hold these timeshare companies accountable especially when it is known the practices they use to get signatures on these contracts. My wife and I have already put around ***** into this with the loan amount only going down by approximately 2000 in about 2 years.

  Business Response

  Date: 02/03/2025

  We are very sorry to receive this complaint from Mr. ******* and thank him for his service to our country.

  Recently, Mr. ******* shared his cancellation request with ***** ******, a manager within our corporate Customer Advocacy office.  ***** listened and evaluated Mr. ********* request for cancellation.  Unfortunately, the Military Lending Act (MLA) and its regulations do not apply to Mr. ********* purchase contract. The MLA applies to consumer credit wherein the definition excludes residential mortgages and any loan for the purchase of personal property (where the loan is for the purpose of financing the purchase and secured by the personal property). As the purchase was for a timeshare interest in a ******************, which is secured by a mortgage on the underlying interest, the transaction falls within these exceptions. 

  Mr. ******* purchased ****** StarOptions in the Sheraton Flex Program on April 27, 2023. At the point-of-sale Mr. ******* was provided with full disclosure about the rescission period, maintenance fees and club dues.  The rescission period was disclosed in bold, conspicuous font just above the signature line of Mr. ********* purchase contract.  Maintenance fees were also shared with Mr. ******* on the first page of his purchase contract and Club Dues were discussed within the Purchaser's Acknowledgment Checklist he received.

  At this juncture we may only reiterate that we are unable to cancel Mr. ********* purchase.  If his goal is to relinquish ownership of his interests, Mr. ******* is welcome to list them for sale on the external 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.

  Customer Answer

  Date: 03/11/2025

  The Eleventh Circuit Court of Appeals in ******* issued their opinion in **** U. *******; ******* L. ******* *. ************************, et. al. **** 6:22-cv-00629-RBD-DAB on September 5, 2024, upholding a lower Florida District Courts ruling that military timeshare buyers are Covered Borrowers under the Military Lending Act (MLA).  Oral Arguments took place on April 18, 2024.

  The State of Floridas Department of Justice concurs that MLA does in fact apply to timeshare contracts because they are not personal property, nor are they residential mortgages despite ********* attempt to label it as such. 
  

  This goes back to the initial point in which The Marriott and Sheraton continue to violate my rights as well as the rights of many other Service Members. Let it be known that the company has not justified any other portion of their ill intended contract despite labeling the recession period  being in bold above the signature line. That same line also states or that date on which you receive the last of all documents required to be given to you pursuant to section 721.07(6) Florida Statutes, whichever is later which the cost estimate provided DOES NOT include club dues and maintenance fees as a part of the cost estimate despite being listed elsewhere. Therefore a new cost estimate would be required and provided and meet the recession period, if thats the argument they want to pursue. 
  

  Also, on November 21st 2022, the ************************************ (****) and ************************ (***) filed a joint amicus brief in ***** *. Bluegreen Vacations **************** No. 22-12217(11th Cir.) regarding service members right to sue under the Military Lending Act (MLA) identifying service members as covered borrowers. 

  Customer Answer

  Date: 03/12/2025

  Date Sent: 3/11/2025 8:20:20 AM
  

  The Eleventh Circuit Court of Appeals in ******* issued their opinion in **** U. *******; ******* L. ******* *. ******** RESORTS, et. al. **** 6:22-cv-00629-RBD-DAB on September 5, 2024, upholding a lower Florida District Courts ruling that military timeshare buyers are Covered Borrowers under the Military Lending Act (MLA).  Oral Arguments took place on April 18, 2024.

  The State of Floridas Department of Justice concurs that MLA does in fact apply to timeshare contracts because they are not personal property, nor are they residential mortgages despite Marriotts attempt to label it as such. 
  

  This goes back to the initial point in which The Marriott and Sheraton continue to violate my rights as well as the rights of many other Service Members. Let it be known that the company has not justified any other portion of their ill intended contract despite labeling the recession period  being in bold above the signature line. That same line also states or that date on which you receive the last of all documents required to be given to you pursuant to section 721.07(6) Florida Statutes, whichever is later which the cost estimate provided DOES NOT include club dues and maintenance fees as a part of the cost estimate despite being listed elsewhere. Therefore a new cost estimate would be required and provided and meet the recession period, if thats the argument they want to pursue. 
  

  Also, on November 21st 2022, the ************************************ (****) and ************************ (***) filed a joint amicus brief in ***** *. Bluegreen Vacations **************** No. 22-12217(11th Cir.) regarding service members right to sue under the Military Lending Act (MLA) identifying service members as covered borrowers. 

  Business Response

  Date: 03/12/2025

  Our organization has received Mr. ********* complaint through the *****************************************  Our legal department is currently drafting a response on behalf of our organization.  

• Initial Complaint

  Date:12/27/2024

  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.

  I went to a sales presentation on 12/21/24. I genuinely had an interest in the packaging however prior arrangements did not allow for the closing of a deal or contract. I left advising them that I did not have anymore time and that I had something urgent to attend to. I never signed any contracts or deeds but agreed to the down payment assuming we had been able to close the deal which did not happen. The following day my card was charged ******* despite the fact that we never closed the deal and I left the presentation in a rush as I am in the medical profession. I called the number that showed up on my bank statement which was not a working number. I had to cancel my card while I was out of state and had to endure many inconvenience as a result of this. I was also lured into this thinking that the people who set me up for a ******************************************************************************************************************************************************* the least bit.

  Business Response

  Date: 01/15/2025

  Our records indicate that Ms. ******* attended a sales preview for the Sheraton Flex Program on December 21, 2024.  On this day Ms. ******* expressed interest in the program and signed the attached payment authorization for a downpayment on her purchase.  Ms. ******* later rescinded her purchase during the 10-day rescission period.  Her credit card was refunded in the amount of her downpayment.  In reviewing the facts of this matter, our organization acted within the cancelation clause noted in Ms. ********* purchase agreement, refunding her downpayment in full upon receipt of her rescission request.  

  Business Response

  Date: 01/15/2025

  Down payment authorization form is attached.

• Initial Complaint

  Date:12/18/2024

  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.

  On Nov. 4th 2024 I entered into a purchase of Sheraton ************* at the owner's level of ******* points / year as a result of a "today only" high pressure sales pitch. It was stated in the sales pitch a week at the Sheraton Vistana 2 bedroom villa was obtainable for ****** points. I was shown a ******* ************* website where a ****************** cruise could be had for ****** points. After return from vacation a week later and researching on the activated Sheraton vacation club website I discovered both these options were impossible or unavailable from either Sheraton or Marriott Vacations for my point allotments. From the ********************** website I found a convoluted process for booking vacations with Marriott Vacations or Interval. There were restrictions on converting my ******* Sheraton vacation club points for use into 3300 Marriott vacation club points. It was not at all the flexible vacation plan I was presented or signed on for! I called my sales person on Nov. 22nd to find his phone was disconnected. Starting Dec. 3rd I challenged the sales team to confirm these offerings in multiple emails with no response. Dec. 5th I asked for cancellation and on Dec. 11th offered $500 for cancellation to the customer advocacy manager. The advocacy manager suggested Sheraton would demand the full $1810 down payment. The high down payment of $1810 was put down so the purchase could be made that day without unlocking my credit score as I did not have the unlock information at hand . The purchase was cancelled on Dec. 13th, 2024. I believe I was "Scrooged" and deceived by what I thought was a reputable company. The $500 was a fair offer for cancellation as it was only 20 days after the automatic cancellation period. I would like to see Sheraton refund the $1310 difference.

  Business Response

  Date: 12/19/2024

  Our records reflect that Mr. ******* recently purchased ****** StarOptions in the Sheraton Flex Program.  Mr. ******* also owns a week at Sheraton Vistana Resort worth ****** StarOptions that was purchased in 2023.  Vacation plans discussed during the sales process would have taken into consideration both ownership interests, which is plenty to arrange a cruise or a week at Sheraton Vistana resort.  A two-bedroom villa accommodation for 7-nights begins at ****** StarOptions.  There is no evidence that supports Mr. ********* allegations in relation to the number of StarOptions required to stay at Sheraton Vistana Resort.  To the contrary, Mr. ******* had access to the owner's website and points chart prior to this purchase as he is an existing owner.

  Mr. ********* cancellation request was received after the 10-day rescission period, but prior to closing.  Therefore, the sales department is well within their right to keep a portion of his downpayment. This matter has been reviewed at the corporate level by **** ****, Customer Advocacy Manager with the determination made that no malice or misrepresentation occurred that warrants further consideration.  **** did provide Mr. ******* with ****** Marriott Bonvoy points as a goodwill gesture for the delayed response from the sales department.  

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22706925
  
  I am rejecting this response because:  This response suggests that because I do not have anything in writing from the Sheraton sales team about what was offered does not mean it did not happen.  A non-response from the sales team and a disconnect of my salesperson's phone suggests that Sheraton sales did not want further discussion on the matter.  Sheraton sales has not provided an explanation of how a Viking Mississippi cruise could be obtained for ****** points. The ****** Bonvoy points **** **** awarded because of the Sheraton Sales team non-response although a nice gesture is no where near the value of the $1310 adjustment I requested. Secondly, as I stated I put down the $1810 to be able to close the deal for Sheraton that day as they stated was required.  If I had only offered to put down $500 then they would have been required to check my credit which they could not due as my credit report was locked.    Thank you
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 12/19/2024

  The Sheraton Flex response also suggested that I had access to The Sheraton Vacations club through my Sheraton Vistana website.  This is not true. I only had access to booking the two bedroom Vistana Fountains.  The Sheraton IT group had to enable the website to access to the Sheraton ************* and the ********************** which did not happen until after my vacation was complete.  This is critical as I could not check real time the validity of the sales numbers I was presented.  Thank you.

  Sincerely,

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

  Customer Answer

  Date: 12/20/2024

  Sheraton in its response to my complaint stated the following:

  To the contrary, Mr. ******* had access to the owner's website and points chart prior to this purchase as he is an existing owner.

  This statement suggests that I had access to the Sheraton ************** associated Marriott ************** and associated *********************** vacations including cruises) which could have been used to determine what vacations where available for Sheration Flex star points.  This is not true as I only had access to the Sheraton Vistana booking website for my Vistana Fountains Villa time share.  I have attached two documents addressed to my wife's email which show that I had gained website access to the Sheraton ************* and associated Marriott ************* on 11-12-24 and the Interval website on 12-20-24 (apparently the IT department did not receive the cancellation notice).  This shows that I couldn't get a handle on the star option value to at least Nov. 12th (8 days into cancellation period and cruises on Dec.20th.  In addition, in the response from Sheraton stated that a Vistana 2 bedroom villa could be had for ****** points as compared to the ****** points I was told in the sales presentation and that I had enough points for a cruise.  I would still challenge Sheraton Vacations club to show me how I could get a Viking Mississippi Cruise for ****** point or for what amount of Sheraton points it could be obtained.

  What are your suggestion's on how to proceed as Sheraton continues to mislead on the truth?  Thank you.

  Best regards,

  **** *******

  Customer Answer

  Date: 12/21/2024

  Based on previous analysis I performed of the gift of ****** Bonvoy points from Sheraton equates to a $10 to $15 dollar gift   At one resort it was $140/night or ******* Bonvoy points and another $130/night or ******* Bonvoy points.  This relates to ***** to ***** Bonvoy points to the dollar. Performing the math this equates to a $10 to $15 dollar gift.  We have not received the ****** points to date. 

  I would like this information along with the two previous feedback / correspondences to the BBB forwarded to Sheraton.  I would like Sheraton to be challenged to provide what a Viking Mississippi cruise would be in points.  This I tried to do with the salesmen and they provided no proof;  the same as the Sheraton response to me on the BBB.    

  Any additional suggestions would be appreciated in this matter.  Thank you.

  Best regards,

  **** *******

  Business Response

  Date: 12/27/2024

  Marriott Bonvoy members may purchase Bonvoy points online for $12.50 per ***** Bonvoy points.  The value of the ****** Bonvoy points offered to Mr. ******* is $312.50.  The number of Bonvoy points required for a single night hotel stay fluctuates greatly depending upon travel demand, dates, hotel brand and location.  A night can be arranged for as little as ****** points and up.  **** **** has processed a request for ****** Bonvoy points to be posted to ******************** account, those points should reflect within the next 7 days.

  In response to Mr. ********* inquiry about Viking River cruises, the vast majority of Viking's offerings are in European destinations.  Mr. ******* had access to the owner website far in advance of his last sales presentation and could easily access information pertaining to cruises.  He also received a copy of the reservation procedures at time of purchase.  While ************** may have been discussed during the sales process, Mr. ******* would be encouraged to purchase the equivalent number of StarOptions to achieve that vacation goal.  ****** StarOptions is a much smaller vacation package.  

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22706925
  
  I am rejecting this response because:  Sheraton Flex vacations continues to assert that I had full access to the Sheraton vacation club website, ********************* website, and the Interval vacation website on 11-4-24 through my Sheraton Vistana website which would enable me to confirm the offers presented to me during the Sheraton Flex sales presentation.  This is not true!  I have reattached the emails from ******** which show I gained access to the Sheraton and Marriott Vacation clubs on 11-12-24 and the Interval internal international website on 12-20-24.  In fact I have just received the Interval membership card (which I presume is no longer valid?) on 1-6-25.  The information on these websites would have allowed me to verify that it was not possible to receive a Mississippi Viking cruise for the ****** points promoted in the sales presentation.  Sheraton has continually not responded to my challenge of showing that a Mississippi Viking cruise could be obtained for the ****** points!  I would reiterate that the $500 cancellation of the contract I offered (~20 days after the 10 day automatic cancellation period ending on the 11-15-24) was a fair amount for a sales team that would not respond to any of my emails and back up their offerings in the 11-4-24 presentation. 
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 01/12/2025

  While Marriott Bonvoy points can be purchased at $12.50 for 1000 points giving the presented value of $312.50 for the ****** points Sheraton Flex Vacations awarded us in their rejection of our response to my cancellation offer their redemption value is not as high as their cost.  For instance, I surveyed a couple of Marriott resorts for payment of Bonvoy points and cash.  The first was the Monterey Marriot for a 1 night stay in June for ****** Bonvoy points or $344.  To obtain ****** Bonvoy points at $12.50 for 1000 points would be $891.25.  A second case surveyed was the ************* in ******* MO in August at ****** Bonvoy points or $133 per night.  To obtain ****** Bonvoy points for $12.50 for 1000 points would be $325.  So the award of ****** points was quoted as $312.50 the redeemable value at these hotels is approximately $125.  These typical results are higher than of the worst case numbers I quoted to the Sheraton sales team with no response but are not equal to the cost to purchase them.  Thank you.

  Best regards,

  **** *******

• Initial Complaint

  Date:12/12/2024

  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.

  November 20, 2024 Subject: Request for Contract Release, Refund, and Compensation Sheraton Broadway Plantation *********************************************************************************************************************************************************************,We are writing to formally request the release of our Sheraton Flex Vacation Plan, purchased in July 2013 under file number ************. When we bought the plan, we were promised it would appreciate in value and could be sold for a profit. Instead, we now see similar plans listed for as little as a ***** online, highlighting the complete inaccuracy of these claims. This has resulted in a significant loss of trust, money, and time.Key Issues and *********************************** Promises: We were assured the plan would increase in value, but this has not been true.Point and Availability Issues: From the start, we faced limited availability, with properties often fully booked. We were also misled to believe unused points could roll over or be used flexibly, which was not the case.Substandard Accommodations: On a Hawaii trip, the room quality was far below what was promised. In other instances, our accommodations were dirty and poorly maintained, while rented rooms in the same resorts were in better condition.High-Pressure Sales: Sales tactics pressured us to make quick decisions without full transparency. Promised improvements, including a $15,273 additional plan purchased in 2022, failed to resolve **************** Strain: Maintenance fees have risen from $1,200 to $1,486 annually, placing significant strain on us.Our Requests:Immediate release from the contract.Refund of all payments, including $20,000 for the original purchase, $15,273 for the 2022 upgrade, and maintenance fees totaling $642 annually.Compensation for financial and emotional distress caused by these misrepresentations.We trusted Sheratons promises, We urge you to act with integrity and resolve this matter promptly.Sincerely,****** L. ****** and ***** D. ******

  Business Response

  Date: 12/18/2024

  This matter was addressed by our organization recently when Mr. ****** filed the same complaint with the **********************************  Our reply that was sent to Mr. ****** is attached.  Our position on this matter has not changed.

  Customer Answer

  Date: 01/08/2025

  See attachment 

  Business Response

  Date: 01/08/2025

  At this juncture we may only reiterate that Mr. ****** has provided no evidence of malice or misrepresentation that warrants further consideration.  Mr. ****** has received two response letters that fully address his concerns. We consider this matter closed.

• Initial Complaint

  Date:12/03/2024

  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.

  Good day,I purchased a vacation club with Sheraton in *************** in April 2021. I paid 11k up front to have a certain number of points available for use per year. In order to entice me to purchase on the spot I was awarded extras point for the following two years and my maintenance fees were waived for two years. Therefore, I should have started to pay maintenance fees this year. When i called in April 2024 i was told that my account was in arrears of around $1200 due to failure to pay maintenance fees. I told them what was agreed and was told that someone will call me back. I called again in May 2024 and was told the same thing. When I queried again in oct 2024 I was told that my property had been foreclosed and sold. There was no communication on this. I have spoken to about 20 different agents who all refer me to other departments or take my information to call back and never do. I would either like assistance in getting my vacation club reinstated or my money back

  Business Response

  Date: 12/04/2024

  Our records reflect that Mr. ************** purchased ****** StarOptions in the Sheraton Flex Program on April 7, 2022, with first year usage commencing 2023.  If maintenance fees go unpaid, then our financial services department will follow their established process for collections, which does lead to a permanent revocation of the property for accounts that are more than 180 days delinquent.  Mr. ************** would have received several collection notices from our financial services department.  Copies of those notices can be provided upon request.  Unfortunately, this account went through the foreclosures process on November 22nd.  

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22632772
  
  I am rejecting this response because: Ive received no emails. No phone calls, no one called me back after several queries. Even on the last phone call no one told me that foreclosure was pending. 

  I paid 11k and never used the program. If I missed maintenance fees for 1 year at a cost of 400 odd dollars and the property was sold, shouldnt I receive the balance? 
  
  Sincerely,
  
  Jahshonte ******

  Business Response

  Date: 12/12/2024

  The foreclosure action was initiated by the ********************************* for the Sheraton Flex program.  Several collection notices were sent to Ms. ****** including legal notices warning her of the impending foreclosure activity.  At this point the foreclosure action is finalized and cannot be reversed.  Owners do not receive any proceeds when foreclosure action occurs.  We consider this matter closed.

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22632772
  
  I am rejecting this response because: Firstly it was agreed that my maintenance fees would be waived for the first two years. This obviously wasnt applied and no one is taking responsibility of it it. Second, my address is in *******  very rarely can I rely on mail by post, Ive received no notification of foreclosure. Lastly I spoke to the collections team and 9 other agents BEFORE the foreclosure was completed and was referred to other departments, I was told someone will call me back and no one ever did. Within this year I have spoken to at least 20 different representatives from Sheraton and no one could solve my issue. I attach the last phone conversations I had on Nov 14 2024 where I was continuously told theres nothing that can be done. I need someone to really look at whats happened here. I invested 11k in something Ive never used and you people are recalling it with no notice. Unacceptable 
  
  Sincerely,
  
  Jahshonte ******

• Initial Complaint

  Date:11/18/2024

  Type:Billing 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.

  I am writing to lodge a serious complaint regarding a timeshare issue I am currently experiencing.On November 4th, I communicated with a representative named Kenya from Vistana. I was informed that there were only two choices available for me: to completely pay off my timeshare and then connect with exit services, or to stop my payments and subsequently, face a foreclosure in approximately 6 months. Regrettably, Kenya informed me that taking back the timeshare was not an option, and she failed to present any possibility of a ************* I am in a predicament, these two options pose a great financial burden to me. Paying it off in full is currently outside my financial capacity, and stopping payments would potentially lead to foreclosure and dramatically impact my credit score which I have worked hard to maintain.I kindly request your assistance in this matter to communicate my concerns to the company. I have found myself in a bind, stuck with a timeshare I can no longer afford and seemingly no feasible way out. Any help you could provide in reaching a resolution that does not lead to financial ruin or severely impact my credit would be greatly appreciated.Thank you for your attention to this urgent matter.Sincerely,****** ****** Contract No. ************

  Business Response

  Date: 11/19/2024

  Our records reflect that Ms. ****** currently owns ****** StarOptions in the Sheraton Flex Program.  These ownership interests were purchased on April 15, 2022.  We are very sorry to hear about Ms. ******** unfortunate financial circumstances and wish her well during this difficult time.

  The options explained to Ms. ****** are true and accurate.  Ms. ******* ownership interests are considered to be a form of deeded real estate, complete with mortgage and title.  Unfortunately, it is not possible for the organization to repurchase Ms. ******* ownership interests from her.  The mortgage balance must be satisfied before the deed can change hands.  In addition to the options explained recently, Ms. ****** can also list her ownership interest for resale on the external market, using the proceeds from the sale to pay off her existing loan balance and past due maintenance fees.  The process is no different than selling a home or any other form of deeded real estate.

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22571131
  
  I am rejecting this response because:

  
  I would understand the need to try to sell this on my own if it were an actual property I could live at! But as it is, I can only MAYBE use this timeshare one week out of the year. This is nothing like it was promised it would be. I simply cannot take no for an answer and I need a way ut of this now! Please work with us to find a reasonable solution to this nightmare.

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

  Business Response

  Date: 12/04/2024

  At this juncture we may only reiterate that we are unable to assist Ms. ****** with her request to repurchase her ownership interests.  We consider this matter closed.

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22571131
  
  I am rejecting this response because:
  
  I don't want you to REPURCHASE my ownership! I want you to just TAKE it back!
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:11/15/2024

  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 were sold a Flex Contract that my wife and I feel was forced upon us. We have been good standing members of the Vistana ****************** for over 25 years and are happy with the arrangements that that contact has, and ultimately would like to keep that contact, just as it was when purchased back in the 1990s. I would, however, like Vistana to buy back this Flex Contract. It was sold to us using forceful and untrue tactics and were led to believe that it would pay for the yearly maintenance fees we now pay. We were also led to believe that now that ******* owns the Vistana contracts that it was necessary and beneficial to upgrade our existing contract. Is it turns out the flex contact is completely separate from our original contract and forces a second maintenance fee that we werent ever told about. Since this purchase last March 27, 2023, we have spent $16,690.30 [$1,499.00 down payment on 3/27/23, $14,381.00 paid off mortgage on 6/14/23, and $810.30 for maintenance fees] for something we totally didnt need, and dont want. I have refused to pay maintenance fees for 2025 due 9/27/24. I have communicated to the ********************* and was told I needed to contact the sales manager from where we were sold the flex contract, but they couldnt provide any contact information for me to accomplish that. The reason I haven't filed a complaint with the BBB until now is I was hoping to work out a reasonable solution with Vistana, and avoid the need to litigate this issue. Trying to find any contact within Vistana has been fruitless until recently and when I did finally make contact with MVW Owner Relations, their representative, [****** R. ********] has chosen to completely ignore me since I explained the situation. I have to assume that Vistana **** **** behind the contract, which we were rushed through signing, and contained none of the lies we were told to get us to agree.

  Business Response

  Date: 11/18/2024

  In review of Mr. ********* ownership profile, we see that he acquired ****** StarOptions in the Sheraton Flex Program on March 27, 2023.  Our sales executives are trained to provide a professional, informative overview of the vacation ownership program and we do now condone high pressure sales tactics.  In addition, each new purchaser is provided with a 10-day rescission period.  The rescission period is disclosed in bold, conspicuous font just above the signature line of each new contract.  

  Mr. ********* StarOptions were purchased with first year occupancy defined as 2024.  This year he chose to elect his StarOptions to ***** Club Points, Club Points can be used as a direct currency through the ABOUND program where owners have the choice to partake in a wide variety of travel experiences including stays at ************* resorts, hotel stays, cruises, travel protection and much more.  ************** needs assistance maximizing the value of his Club  Points, he is encouraged to call our ********************* at ************.  

  Unfortunately, we are unable to honor Mr. ********* request to repurchase his Club Points as there is no justifiable reason to do so.  **************** goal is to relinquish ownership of his Club Points, then he is welcome to list them for sale on the open market for a price that he deems fair and reasonable.  Alternatively, if his mortgage is paid in full and there are no outstanding debts associated with his ownership interests, he can inquire about our deed back program by calling ************* at ************.  

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22563936
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** P *******

  Customer Answer

  Date: 11/22/2024

  The claim that there was no forceful and untrue tactics used is a joke. Just look at the multiple negative reviews on the BBB website, most of which elude to forceful sales tactics. We were told that the flex contract would absorb our Fountains II contact and it would eliminate our maintenance fees from that contract. Of course they don't mention anything verbally about the added maintenance fees for the flex contract  or the club fees that are three times more expensive that the ********************** membership we were already paying, but then included it into the contract which was impossible to review. They made it very clear that it was required to upgrade the original Fountains II contract, which is untrue. We could have denied the whole sales pitch but were coerced to accept the flex contract. They told us that the meeting was recorded, and if that were true, it would show that we were lied to. The sales *** even started to act annoyed as we were skeptical about what we were really getting involved in. We totally feel we were taken advantage of and will not settle for anything less that returning to the situation we had before that meeting. We deserve to a full refund of anything we spent on the flex contract. 

  Business Response

  Date: 11/26/2024

  Currently, Mr. ******* owns one week at Sheraton Vistana Resort and an additional contract of ****** Sheraton Flex Points.  Mr. ******* is actively using his Sheraton Vistana ownership, he stayed at Vistana ********** as recently as April of this year.  Maintenance fees have not changed in tandem with his original Sheraton Vistana Resort ownership that he has owned since 1999.

  Maintenance fees for his new Sheraton Flex contract were completely disclosed on the very first page of Mr. ********* purchase agreement.  They are also mentioned again within the ***************** Checklist.  Club dues are also referenced on the ***************** Checklist.  Copies of both ********************** Agreement and ***************** Checklist can be provided upon request.  

  At this juncture we may only reiterate the Mr. ******* received all of the information necessary to make an informed purchase decision.  **************** will not agree to repurchase his Sheraton Flex contract.

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22563936
  
  I am rejecting this response because: It has become painfully obvious that my inability to find and contact anyone for nearly eighteen months to complain about our situation is Marriott's way of ignoring the truth... that their sales team will do anything to convince an owner to agree to what they say.  Their motive to create, execute and then defend themselves against a scam that takes advantage of long standing owners is despicable. Both of their responses from the BBB's inquiries was met with obstinance, ignorance, and the inability to admit their deplorable tactics to create false scenarios for profit. The decision to deny our request to buy back this con job is deplorable and shows just how little they value their owners.. Of course you could do the right thing, and offer us a amicable and reasonable solution, but have chosen to hide behind a contract that represents very little truth of what was actually discussed. The ten day rescission doesn't give owners time before the reality of what was signed versus what was discussed. We were conned out of $16,000 for what? There is no online information regarding how to use this Flex Contract. This has soured our relationship with Vistana, and ultimately they will lose a valued customer. Thanks for conning us, ignoring our complaints, and then taking the low road. all for the almighty dollar.  
  
  Sincerely,
  
  *** P *******

  Customer Answer

  Date: 12/09/2024

  Vistana/******** continues to hide behind a coerced and totally different than was discussed contract that was flown through our presence for signature. Sure we could have spent hours reading every page of a 50+ page contract, which would have added hours of drudgery to an already tense and manipulated meeting that had taken double the time we were told at check-in. They fail to address the pressure tactics and untruths that were used to manipulate us, giving us little choice but to reluctantly agree. Their attitude when we expressed concern to our lack of understanding was awkward and  ultimately forced us to make a choice we didn't need to. Yes we have recently stayed at Vistana ********** last April proving we were happy with our current Fountains II contact, and did not need anything more. We have not used any of the so called enhancements of this Flex contract, that are purported to give us a better experience. They don't explain the lies that led us to believe the contract we were signing was to absorb the existing contact giving us one enhanced contract, not two separate contracts, each with their own annual maintenance fees. Their inability to admit that we were unfairly convinced to commit to something we didn't need, and haven't used, and actually have the audacity to want reparation for, to this injustice.Their total dismissal of our dissatisfaction of this situation is chilling and their complete absence of assistance to rectify this issue greatly exacerbates belief that this was their motive from the beginning. Their persistence to adhere to a signed document and ignore everything else is typical of big business today.  A direction I expect will someday backfire.Doing the right thing doesn't mean anything anymore. Your shareholders will be so proud...       

• Initial Complaint

  Date:08/29/2024

  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 have been owners with this vacation club for over 30 years. We have upgraded many times along the way, and currently pay $3200 a year in maintenance fees for the 2 units we have available to book for 1 week a year. We had reservations for the week of September 15th that we called to cancel today due to my wife being hospitalized over the weekend with heart issues. She will need surgery in the next few weeks which will render her unable to travel for quite some time. When we called to cancel, we were told that not only would we lose the ******* points we used to book the reservations, but the maintenance fees could not be refunded or applied to the next year. The representatives were completely unwilling to work with us regarding extending our points beyond the current year. They said because I was beyond the 6/30 date for banking points, there was nothing they could do. Given the emergency nature of the situation, and the number of years I have been paying into the club, I find their lack of compassion completely unacceptable. The supervisor told me there was no one else available to speak with, and I should have purchased travel protection. I would like to get some resolution that would allow me a refund or extension of points.

  Business Response

  Date: 08/30/2024

  We are very sorry to hear about *************************** recent medical emergency and wish her a rapid recovery.

  In review of ************************** account we see that he owns ******* StarOptions in the Sheraton Flex Program.  Two reservations were cancelled at Sheraton Broadway resort on August 29, 2024.  Each reservation was funded with ****** StarOptions.  Because the reservations were cancelled within 60 days of arrival, those StarOptions have become restricted and can only be used to fund a new reservation within 60 days of arrival.  The StarOptions are scheduled to expire at the end of 2024, they cannot be banked because we are well beyond the banking deadline and because they are restricted.

  Maintenance fees are paid to the Sheraton **************** at the end of each year with funds dispersed to the properties that make up the Sheraton Flex Program at the beginning of the following year.  For example, ****************************************************** the Fall of 2024.  Maintenance fees are used for all of the day-to-day expenses required to operate a large-scale resort.  Utilities, staffing, activities, landscaping and villa maintenance are all funded by maintenance fees.  For this reason, we are unable to refund ************************** 2024 maintenance fees.  

  Understanding that ********************** is unable to travel this year, his best option is to assign his expiring StarOptions to **********************.  The StarOptions can be used to arrange ********************** deposits that can be used sometime over the next 2 years to plan a different vacation stay.  Each deposit is valid for a 7-night vacation stay and reservations can be requested up to 12 months in advance.  ********************** reservations are honored subject to availability through the exchange program.  To get started ********************** is encouraged to contact *************** at ************.  *************** can assist ********************** with assigning his expiring 2024 StarOptions to **********************.  He can also use his expiring StarOptions to arrange resort credits or to purchase a travel protection policy.