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:05/03/2023

  Type:Customer Service 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 wrote a letter to Sheraton and I tried sending it twice through certified mail and both times it hasn't been delivered. I called the post office twice and they said that the letter was delivered to the address but no one signed for it, therefore it was never fully delivered. I am coming here and going to attach the letter so you guys can get it to Sheraton directly. Please help!

  Business Response

  Date: 05/12/2023

  Our office has previously responded to this complaint in April 2021, wherein upon review of documents associated with their purchase documents have declined their request for cancellation.  Our position has not changed.  Our previous response is below. 

  According to our records Mr. and Mrs. ***** acquired 81,000 StarOptions in the Sheraton Flex Program on December 22, 2015.  Mr. and Mrs. ***** were invited to attend a promotional sales tour for the Sheraton Vacation Ownership Program and they agreed to the terms and conditions to offers associated with their discounted stay at the resort.  
  
  Sales previews are typically 90 minutes to 2 hours; however, additional time is required for those guests that choose to purchase to answer questions, create the sales contracts and to go through all of the important program disclosures.
  
  Our sales presentations are informative, low key and professional.  We deny the allegation that Mr. and Mrs. ***** were pressured into purchasing their ownership interests.  They entered into the sales contract willingly and even had a 10 day rescission period during which time they could have cancelled for any reason.  The rescission period was disclosed to Mr. and Mrs. ***** in bold, conspicuous font just above the signature line of their contract.
  
  At the point of sale Mr. and Mrs. ***** were provided with a complete copy of the reservation rules.  The reservation rules disclose that all requests for usage must be arranged through our Member Services office or on the owners website.
  
  Mr. and Mrs. ***** also received a thorough Quality Assurance Checklist and signed it acknowledging their understanding of all of the programs reservation rules, costs associated with ownership including usage fees and maintenance fees.  This document also states that Mr. and Mrs. *****s sales executive made no representations about the rental, resale or investment potential of the ownership interests in question.
  
  We are very sorry to hear about Mr. and Mrs. *****s recent financial challenges.  Our organization is empathetic to owners who have been impacted by the COVID-19 pandemic and we are offering a mortgage deferment program to select owners who qualify.  If Mr. and Mrs. ***** would like to learn more about the mortgage deferment program they are welcome to contact our Customer Advocacy office at 800-860-9384.  
  
  After reviewing their concerns our offices have determined that their was no malice of misreprentation that warrants repurchasing Mr. and Mrs. *****s ownership interests.  They have been owners for several years and have enjoyed use of the program during that time.  Our organization will not honor their request to repurchase the Sheraton Flex Points.

  
  

• Initial Complaint

  Date:03/03/2023

  Type:Customer Service 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.

  Please see the supporting documents attached. There is too much pertinent information that would not fit within this box.

  Business Response

  Date: 03/22/2023

  Carla S****, Director of Customer Advocacy has already responded to Mr. *****'s complaint.  We are sorry to hear of their continued dissatisfaction but pleased for the opportunity to respond once again to their concerns.
  
  Marriott Vacations Worldwide, Inc. delivers vacation products and services to over 700,000 families providing the opportunity to create memorable vacations at branded vacation ownership resorts for more than three decades. We take pride in how we market, sell, and deliver vacation ownership. Sales presentations provide information surrounding our latest products and services.
  
  Review of Mr. *****’s account indicates that their Sheraton Flex first-year occupancy is 2024 wherein the owner will have access to 9 home resorts which he may reserve beginning 12-months in advance of the desired arrival date. He also has the flexibility to reserve 1-14 nights in any villa type, versus 7-night increments, for any check-in or check-out day.
  
  • Home Resorts include:
  ? Sheraton Vistana Resort and Sheraton Vistana Villages – Orlando
  ? Sheraton Desert Oasis – Scottsdale
  ? Sheraton Mountain Vista and Sheraton Lakeside Terrace Villas at Mountain Vista – Avon
  ? Sheraton Steamboat Resort – Steamboat Springs
  ? Sheraton Broadway Plantation – Myrtle Beach
  ? Sheraton Vistana Beach Club – Jensen Beach
  ? Sheraton Kauai Resort – Koloa
  
  In addition to their Sheraton Flex home resorts, owners may travel to a Vistana Signature Network resort with no exchange fee beginning 8-months in advance of their desired arrival date. Or they may convert either their whole package or increments of 20,000 home options to Marriott Bonvoy™ Points.
  
  With the launch of Abound, Mr. ***** may elect his 2024 use year to vacation club points to access Marriott Vacation Club resorts and benefits if desired. I encourage the owner to view further information videos, tutorials, and FAQs on ****************
  
  As indicated on their Interval International “II” membership disclosure statement, as a member of the Vistana Signature Network, Inc. “VSN”, the owner will be enrolled in the Interval International exchange program beginning no more than sixty 60 days from the purchase date of the vacation ownership interest. We have confirmed that the Interval International membership account has been created ******* so that the owners may utilize the external exchange benefits and initiate searches up to 12 months in advance.  Reservation requests through Interval International are subject to availability and not guaranteed.  
  
  Review of documents associated with the purchase reflects that the terms of the purchase were appropriately disclosed and exhibit their signed agreement. Reference of specific documents which respond directly to several claims in Mr. *****’s complaint are as follows:
  • Purchase Agreement
  o The Purchase Agreement reflects the owner’s signed agreement to adhere to the stated loan terms as well as acknowledgement of the 10-calendar day cancellation period. As indicated on the Purchase Agreement, we are obligated by the State of Florida to provide you with a 10-day rescission period. It is the responsibility of the Purchaser to take this time to review their Purchase Documents and identify if they wish to continue with the purchase.
  • Purchaser’s Acknowledgement
  o The Purchaser’s Acknowledgement references that the purchase of a vacation ownership interest is not intended as an investment for profit but is for your personal use and enjoyment. As a deeded interest, owners may elect to sell, will, or gift the vacation ownership interest on their own.
  o The purchaser understands that they may sell or transfer their vacation ownership interest but must do so themselves because the Seller does not offer any resale program or service of any kind.
  o Additionally, the Purchaser’s Acknowledgement states that it is the policy of the Seller not to enter into oral agreements or make promises or representations that are not stated in the Trust Documents. Owners also acknowledge that they are not relying on any oral agreements or promises in deciding to buy a Vacation Ownership Interest.
  • Resale Program
  o The Resale Operations team under Marriott Vacations Worldwide, Inc. has potential repurchase or deed-back offers however to be eligible, the vacation ownership interest must be paid in full and current on annual assessments.
  Although we are sincerely sorry for the owner’s dissatisfaction, there is no evidence to support cancellation of the contract they entered into.
  
  Again, thank you for allowing an opportunity to respond. It would be my pleasure to assist the owner with the use of their vacation ownership. Please contact me at 407 903-4306 or via email at ******************** if you have any questions regarding this matter.
  
  

  Business Response

  Date: 03/24/2023

  In further review of this matter, our position has not changed.  We find that the terms of the purchase and associated disclosures were provided and agreed upon.

  As the owner’s first year occupancy of their Sheraton Flex vacation package is 2024, the owner was provided 74K Bonus StarOptions as a first day benefit to the purchase which are currently available until December 31, 2025.  In accordance with the Bonus StarOption Disclosure Statement received at the time of purchase, Bonus StarOptions may be used on a first come, first served basis to reserve one or more available vacation periods at certain Vistana Signature Network Resorts.  Bonus StarOptions are separate from the StarOptions assigned to the vacation ownership interest; however, they may be used in conjunction with the StarOptions assigned to the vacation ownership interest to reserve a vacation period.
  

  Access to the Abound program will be available in accordance with the owner’s first year occupancy of 2024.  As a gesture of goodwill and final resolution of this matter, the owner was offered a week deposit into Interval International (account #*******) for external exchange travel, but declined. 

  Customer Answer

  Date: 03/28/2023

  
  Complaint: ********
  
  Vistana continues with the lies and refuses to accept any type of accountability. I was not offered a “week’s stay” nor did I decline. The location I was told I could stay at this year during my sales pitch was and is not available. In fact, the Vistana rep Ray, laughed and said no one can book at stay at that resort - yet their sales rep based his entire pitch on easy and frequent access to this location and similar. 
  

  Ray offered to “earn back my trust” yet proceeded to repeatedly call me a liar and say I have no proof of the promises my sales rep told me. 

  Show me (in writing - since that’s the game you play with customers) where I was offered a week’s stay at this location and where I declined - I wasn’t and didn’t, thus you won’t be able to. In fact, I have it writing where a Vistana rep confirms I have no access to any Interval or Marriott resort locations until at least 2024  

  Instead, I look forward to taking this matter to small claims court. 

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

• Initial Complaint

  Date:02/14/2023

  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.

  On March 31, 2021, I received an email invitation to purchase a week in Orlando at a discounted rate. Initially I was told that the discount was in exchange for my attendance at a presentation. Later, I was told that I did not have to attend the presentation, but each time I rescheduled the travel date change, I had to explain to the representative that I was not obligated to attend. Inevitably, each representative would look through the notes and confirm that I was not to attend any meetings—only to enjoy my trip. Much to my surprise, when we checked in on April 10, 2022, I was told by the Sheraton staff member that I had to attend the meeting or pay the full price! She assured me that it would only be approximately 90 minutes long, with no pressure to buy anything, and we were free to leave immediately afterwards. Unfortunately, this was NOT true! The sales representative did a cost analysis breakdown with us—showing us the “cost” of our vacations currently by staying at hotels and always paying out of pocket. We were sold on the idea that this program would give us “ownership” and would save our family money in the long term. Unfortunately, it was only through our own investigation that we discovered that 51,700 points really only adds up to about 5-10 days in a studio/1-bedroom unit during LOW season! Had we realized this, we would NOT have joined. As previously stated, the sales representative used the angle of our family and focused on the great value it would be for our family and the legacy we would leave as we could leave it to a family member upon our deaths. Unfortunately, at this point, having been deceived so much about the terms of this program and having signed these documents under duress, we would like to be completely absolved from this contract immediately.

  Business Response

  Date: 02/22/2023

  We appreciate the opportunity to review Mr. *****'s complaint surrounding his April 13, 2022 Sheraton Flex purchase.  We regret his dissatisfaction and apologize for his dissatisfaction.
  
  For more than three decades, Vistana Signature Experiences has delivered branded resort vacation experiences.  Sales presentations provide information surrounding the latest products and services and attendance is voluntary (unless part of a promotion package requirement) and there is no obligation to purchase.
  
  To aid in how the product was sold, documents associated with the purchase were reviewed confirming the owner’s signed acknowledgement and agreement to the terms of the purchase.
  
  The purchase agreement reflects signed agreement to the stated loan terms as well as acknowledgement of the 10-calendar day cancellation period. It is the responsibility of the purchaser to take this time to review their documents and identify if they wish to continue with the purchase.
  
  Also exhibiting signed agreement is that the purchase is not intended as an investment for profit but is for the owner’s personal use and enjoyment.  As a deeded interest, owners may elect to sell, will, or gift the vacation ownership interest on their own.
  
  Additionally, the purchaser’s acknowledgement states that it is the policy of the Seller not to enter into oral agreements or make promises or representations that are not stated in the purchase documents.  Owners also acknowledge that they are not relying on any oral agreements or promises in deciding to buy a vacation ownership interest.
  
  The current annual assessments at the time of purchase are listed in the purchase documents.  One such document is the Vacation Ownership Notification which reflects the current year’s annual assessments and a per point cost.  The Vacation Ownership Notification further states that as an owner and a member of the Condominium Association, owners are responsible for paying assessments (including real estate taxes) beginning the year before the owner’s first occupancy year.  Further stated is that the amount is subject to change each year, as determined by the association.
  
  While we regret the expressed dissatisfaction, we find no evidence to support cancellation of the contract as all proper disclosures were provided and exhibit the owner’s signed agreement.

  Customer Answer

  Date: 03/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Due to all the reasons listed in our previous statement, we are asking to return this without default. We have been in contact with David K******** and are hoping he is willing to resolve this without default. We would appreciate any help you could offer.
  

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

  Business Response

  Date: 03/02/2023

  While the owner's dissatisfaction is certainly regrettable, our position has not changed.  We find that the terms of your purchase were provided and exhibit the owner's signed agreement.
  We would be pleased to assist you with the use of their vacation ownership.
  

• Initial Complaint

  Date:01/16/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had no intentions of purchasing anymore EVER after my husband died. This past June I went to Orlando. Since I’d left on my last visit before attending I must attend a meeting. It was supposed to be no longer than 60 minutes. Sara was my salesperson. She told me I had not signed off nor responded to attempts to inform me about deals. I told her I hadnt received any notifications. She was excited and told me she was sure she could get me in on the ground floor price that was offered originally. She said it was my lucky day and I had no idea how glad I should be she was there to help me. Sara found out I’d lost my husband and seemed impressed by my ability and desire to keep traveling. I told her I wasn’t sure how long I’d be able to. She told me that when I was ready to stop that Sheraton/Marriott would buy back my membership and pay me back EVERY cent I’d paid into it. Sara also told me that I could use my points for other things Like gift cards. Even use them for gas and food cards. She first came in with a paper showing the ground floor cost of buying into this now. But it had a down payment on it. I told her no. She came back and low and behold they figured out a way to sell to me without down payment. I told her I really needed to think about this. She said that I had to decide that day. By this time I’d been there almost 3 hours. Then she showed me the payment breakdown and told me that I could take my paperwork to my bank back home and get a better interest rate. That is a LIE! Then she started rushing me to sign and rushing to another area to sign paperwork. Never told me I could look it over and cancel in 10 days if I wanted. Just kept assuring me I could get refinanced and would be able to sell back at anytime. She made me feel obligated and like I had no choice. I’m so embarrassed and honestly sick that I let myself get tricked in this way. I left 2 days early I was so upset. The sales team preyed on me as a single, elderly woman and wore me down.

  Business Response

  Date: 01/25/2023

  We extend our deepest condolences for Mrs.***** *** loss.  Considering the last few years of an unprecedented pandemic, we can only imagine how difficult of a time it has been.
  
  We are sorry to hear of the dissatisfaction with her upgrade purchase of an annual Sheraton Flex vacation package (81K Options) in June 2022.  In review of her account, we reflect her initial Sheraton Flex purchase in October 2015 of a biennial package (44K Options) with first year use of 2016.
  
  Use history reflects StarOption banking in 2016, vacation travel to Sheraton Vistana Resort and assignment to Interval International in 2018, Interval International assignment in 2020, and vacation travel to Sheraton Vistana Resort in June 2022.
  
  Documents associated with Mrs. ******’s upgrade reflect her signed agreement to the contract and purchase terms which included a 10-day rescission period.  As the owner did not cancel her contract within the rescission period, the sale continued and closed.
  
  The purchase was financed and the account currently reflects a past due status.  In the event an account becomes more than 120 days past due, the default process begins.
  
  Although we are empathetic to Mrs. ******’s circumstance, we are not agreeable to cancel her purchase contract.  We would however welcome the opportunity to assist with the use of her vacation ownership.

  Business Response

  Date: 01/31/2023

  As the owner signed her agreement to the terms of the purchase and it is past the 10-day cancellation period, we must respectfully decline her request.

  Customer Answer

  Date: 02/09/2023

  
  Complaint: ********
  
  I will be continuing these efforts. As a retired widow who was repeatedly lied to by your employee Sara I insist some sort of resolution be given here. I felt preyed upon and taken advantage of and how you could do this to anyone is beyond me. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:01/03/2023

  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 banked the star options for the 2020 use year, thinking we could use them later. We weren't able to, and they were set to expire 12/31/2022. We were told that we can turn the expiring options into travel insurance, or resort credit. The travel insurance isn't applicable; it's only for US residents. We are based in ******. Resort credit can only be applied toward an existing booking.December 29, 2022 I was able to work out a vacation plan. I called Vistana (Sheraton Flex) to confirm their hours and the process for redeeming points into resort credit. I left my phone number with their automated system, and received a call back two hours later. The agent confirmed that I could convert my banked options to resort credit, and this could only be done over the phone. I also confirmed that the phone lines would be open December 30 and 31st.I made my booking the next morning. I proceeded to call and put my phone number on Vistana's automated call back system. I never received a call back. I called several more times, and waited on hold but no one picked up and there was no call back. I was hung up on numerous times by the Vistana phone system. I repeated this process on Saturday, with the same results.I spoke to an agent today after several hours on hold and multiple hang *** due to the glitchy phone system, and was told that as my options had expired there was nothing they could do. I was eventually offered ***** bonvoy points, which is nowhere near the value of the expired options.If you're going to offer a service option that must be done via phone, then the phone system should be operating properly. I understand this is a busy time of year, but the rush of phone calls at the end of December happens every year - and Sheraton Flex should have appropriate systems in place to handle this year end rush. There should also be a way to compensate people for malfunctions on the business end - like the phone malfunctions I experienced. I would like my resort credit.

  Business Response

  Date: 01/10/2023

  We apologize this guest wasn't able to connect with us earlier. The end of the year timeframe is busier than normal. To try to limit the end of the year rush, we send email notifications to guests with expiring options several months prior to the end of the year. We do understand guests may not want to hold on the phone, but due to it being a financial transaction we need to speak with the guest. Unfortunately, we can't restore options once they have expired.

  Customer Answer

  Date: 01/10/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This wasn't about not wanting to stay on hold. I was on hold for hours, placed my phone number for call back multiple times with your automated phone system, and was hung up on multiple times and failed to receive any kind of call back for more than two days. This was a failure of service on Sheraton Flex's end, not a lack of trying on my part as a loyal customer who has paid all dues even during the pandemic when travel was not possible.
  
  I understand that my expired options cannot be restored, but Sheraton has it in their power to compensate me for this failure of service on their part with bonus options or Marriott Bonvoy points of a similar value to what I lost. Can you please offer me a reasonable solution?

  Business Response

  Date: 01/17/2023

  We do understand and again apologize for the concerns.  We are still willing to honor the original offer of ***** Marriott Bonvoy points.

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18804668
  
  I am rejecting this response because: This is not the fair or reasonable offer that I asked for. I received ***** Bonvoy points as a courtesy already, but the value of these Bonvoy points (around $70) is nowhere near the value of the Star Options ($450) that were lost due to Sheraton's inadequate equipment (phone systems that did not work properly) and lack of staff - both of which are known issues, having existed for many years, which could have been addressed by Sheraton prior to this incident.

  If they were offering 2***** Bonvoy points - in addition to the ***** points I already received, I would accept this. This wouldn't make up for the hours of time spent on hold, the frustration of being hung up on repeatedly while waiting on hold, not receiving call backs after leaving my number with their malfunctioning automated phone system, and in the end still not receiving the service promised, but at least it would make us whole. 
  
  We had been considering purchasing a second ownership interest since the first one is nearly paid off, but we're reconsidering that stance because of this incident. No customer wants to purchase in again when service has proven to be poor. A smart business would offer a little more when they are at fault, to ensure that they retain a loyal customer. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/08/2022

  Type:Order 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.

  My wife and I purchased a contract with Sheraton Flex Vacations on 2 Dec 2022 fon the Marriott Abound program. We have paid a deposit of USD 1.782.00. However, after we left, we tried to research deeper into the destinations we most likely will use, and we found that the options were not to our preference. Hence, we decided to cancel the contract as we have 10 days to do so without penalty or consequences. We sent the email of out intent to cancel on 3 Dec 2022 to [email protected] and mailed the written statement also by ***** also on 3 Dec 2022 to Sheraton Flex Vacations LLC, New Owner Administration Department, 9002 San Marco Court, Orlando, FL 32819. According to****** tracking, the mail has been rcvd on 5 Dec 2022 at 08:41 by E. Spencer at that location. We have cc our email and chatted to our rep Jean R******* and he responded saying he had rcvd the email but informed us that he's not our rep anymore. Question is why until today nobody from Sheraton Flex Vacation has contacted us or at the very least, to confirm that they have rcvd our email about our intention to cancel the contract and that the cancelation is in progress and that the refund will be credited back to our credit card by xxx days? It seems quite unprofessional to me to leave a customer feels hanging like this. Makes one wonder: when the want to sell the product to us, they can contact us very proactively and there seems to be no problem to contact or be contacted. But once we intend to cancel, then suddenly it seems NOBODY is there to assist us?

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 9, 2022/12/13) */ We apologize for the untimely email response and regret the owners' decision to cancel their vacation ownership purchase of December 1, 2022. JoAnn C*****, Customer Advocacy Manager, received the complaint and provided confirmation of cancellation and refund. Our records reflect receipt of written cancelation notification on December 5, 2022 wherein the cancellation process was initiated and a credit card refund was processed on December 7, 2022 in the amount of $1,782.00. The cancellation was complete in our system on December 12, 2022. Thank you for the opportunity to respond to the complaint. Consumer Response /* (2000, 11, 2022/12/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) After my numerous email to Sheraton Flex Vacation which went totally unresponded, I decided to send another follow up email to them but this time I inserted the BBB case ID#. Guess what? They responded almost inmediately to that email. They finally confirmed that they have received my notice of cancellation and that it is in prosess. I regretted having to undergo such unprofessional service attitude from Sheraton's team. Must one really have to go to such length as to report the case to BBB just to get their confirmation of the contract cancelation? Makes one wonder ...

• Initial Complaint

  Date:12/08/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We attended a high pitch sale for Sheraton in ******* ******* and ended up purchasing a timeshare. Once home we decided that this was not what we wanted. We purchased the timeshare on 10/6/22, sent in a cancellation letter by certified mail on 10/11/22 which was delivered on 10/15/22 which is within the 10-calendar day policy. The letter was mailed to Sheraton Flex Vacations, LLC, ************************************ ***************************************************************. We paid a deposit of $692.00 and have requested a full ************* is 12/8/2022 and we have gotten only a run around and now collection phone calls. We want this timeshare cancelled immediately and a refund of our deposit in full.Documentation regarding all dates listed is attached.

  Business Response

  Date: 12/15/2022

  Thank you for the opportunity to respond to ******************** concerns. We sincerely apologize for the delay in processing cancellation of their Sheraton Flex purchase. Arrangements have been made with ********* Services to cease collection efforts on the account and has verified there has been no credit reporting.
  
  *****************, Customer Advocacy Manager, is in communication with the owner to provide ongoing updates regarding completion of the cancellation process and to bring the matter to resolution.
  
  Again, our apologies.
  

• Initial Complaint

  Date:11/17/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The sales team pressured us into staying in their office for four hours when we agreed to a one hour appointment. We recently learned that what they sold ** (timeshare - account # ******************* is not what we discussed and their practices are unfair, deceptive, and manipulative. We were sold a bill of goods in which they advised we could cancel immediately after our loan was paid, without penalty which is seemingly not the case. The sales team also advised that our annual maintenance fees were set in stone but spoke with a lawyer that advised they will increase. We would like to cancel this agreement as we haven't even yet made our first ************ clearly fell victim to a scheme that is deceptive and unfair.

  Business Response

  Date: 12/01/2022

  Thank you for allowing us the opportunity to review ************************ concerns surrounding the September 26, 2022 Sheraton Flex purchase. We are sincerely sorry for her dissatisfaction.
  
  For more than three decades, Vistana Signature Experiences has delivered branded resort vacation experiences. Sales presentations provide information surrounding the latest products and services and attendance is voluntary and there is no obligation to purchase.
  
  To aid in how the product was sold, documents associated with the purchase were reviewed confirming the owner's signed acknowledgement and agreement to the terms of the purchase.
  
  The purchase agreement reflects signed agreement to the stated loan terms as well as acknowledgement of the 10-calendar day cancellation period. It is the responsibility of the purchaser to take this time to review their documents and identify if they wish to continue with the purchase.
  
  Also exhibiting signed agreement is that the purchase is not intended as an investment for profit but is for the owner's personal use and enjoyment. As a deeded interest, owners may elect to sell, will, or gift the vacation ownership interest on their own.
  
  Additionally, the purchaser's acknowledgement states that it is the policy of the Seller not to enter into oral agreements or make promises or representations that are not stated in the purchase documents. Owners also acknowledge that they are not relying on any oral agreements or promises in deciding to buy a vacation ownership interest.
  
  The current annual assessments at the time of purchase are listed in the purchase documents. One such document is the Vacation Ownership Notification which reflects the current year's annual assessments and a per point cost. The Vacation Ownership Notification further states that as an owner and a member of the ************************ owners are responsible for paying assessments (including real estate taxes) beginning the year before the owner's first occupancy year. Further stated is that the amount is subject to change each year, as determined by the association.
  
  While we regret the expressed dissatisfaction, we find no evidence to support cancellation of the contract as all proper disclosures were provided and exhibit the owner's signed agreement.
  

  Customer Answer

  Date: 12/01/2022

  Additionally, I have tried to call the resales team (which is who I was instructed that I need to speak to to cancel the loan) and got the runaround 3-4 times to then just get an automated message that "their phone service is down" and it automatically hung up on me. I created my account online and can see that there are links to rules regarding the membership access as well as fees relating to how to use the membership that we also NOT disclosed in any way during the sales presentation/loan signing. It doesn't get any more deceptive than this. Consumers have no way to speak to a cancellation team, there is no disclosure of fees or the program rules prior to signing, and really until you have access to your portal online which is well past the 10 day period that the **************** allows for you to change your mind without a hassle. *** **** should be aware of what is going on here. It clearly states in the ***** regulatory guidelines that *** standard for unfairness in the ******************* Act is that an act or practice is unfair when:
  (1) It causes or is likely to cause substantial injury to consumers;
  (2) *** injury is not reasonably avoidable by consumers; and (3) *** injury is not outweighed by countervailing benefits to consumers or to competition. All three of these provisions were violated by the Sheraton Flex Vacation team by the statements made above and in my first note (undisclosed fees and access to rules until after the concession period, inability to cancel or speak with a "resales" member to discuss how to resolve the situation, undisclosed increases in annual fees and dues, undisclosed value of "points" therefore not knowing what vacation properties you are obtaining access to until AFTER the portal access is provided AFTER the concession period. Please refer to the ***** provisions here: ****************************************************************************************************************

  Customer Answer

  Date: 12/05/2022

  ***Document Attached***
  
  See Attachment/File: Capture3 - fees

  Customer Answer

  Date: 12/05/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is so clearly a boiler plate response that Vistana copies and pastes to satisfy the response time required in this BBB case. There was no time to research or actually review my complaint as evidenced in the lack of detail in their response as some of my items weren't even addressed.
  
  For more than 3 decades there have been complaints about the way they have conducted their business & the dissatisfaction of the buyers due to the false promises made during the sales presentations.
  
  The signed documents were completed with a different person all together than we met with during the sales presentation. The whole signing process took less than 10 minutes while the whole sales presentation took more than 4 hours. There was no intention of reviewing those documents with us, we were rushed out of there as quickly as possible before we had the chance to change our minds if we actually had the time to properly read the documents.
  
  There is less care taken in this loan origination and signing process than there is to buy a car - when in some cases these loans are far more expensive than a car at interest rates that are 3-5x more than purchasing a vehicle (which is an asset the owner actually owns, controls, and can sell afterwards). This whole lending process is predatory, deceptive, manipulative, and unfair.
  
  While I understand we had 10 days to cancel, Vistana's response clearly notes that "It is the responsibility of the purchaser to take this time to review their documents and identify if they wish to continue with the purchase," however we weren't able to create an account with them online to view ALL of the documents that would impact our decision.
  
  As I mentioned, the rules, regulations, point to property value conversions, and HOA related documents, including details around HIDDEN FEES, were not made available to us within the 10 calendar days to make a truly informed decision within that time period. Until you are able to register your account online, you have zero access to this information.
  
  The attached document was provided to us at the time of signing by the underwriter - it clearly indicates that we wouldn't have access to make an account online until 14 days. This is 4 days past the 10 calendar days to make an informed decision.
  Since then I've learned that there are numerous hidden fees that were not disclosed, in fact, were advised that outside of the annual dues/tax, there were NO fees. Because they advised that there were no additional (hidden) fees, we didn't ask questions. We've never stayed at a time share, had a previous time share, or knew anyone with a time share so we've had ZERO exposure to this type of "vacation ownership interest" and deceptive practices.
  
  Without the knowledge of these potential fees, we didn't know to ask, and therefore we didn't make an informed lending decision within the 10 day timeframe that the agreement gives us. The hidden fees include:
  Point Banking Fees
  Point Conversion *********************** Fees
  Third Party Guest Fees
  
  THIS VIOLATES UDAAP, which is a federal regulation to protect consumers from this type of predatory lending practices.
  
  Vistana/Sheraton clearly structures their sales presentations, originations, and online account setup in a way that does not allow the consumer fair access or knowledge about the product they've been "sold" resulting in harmful financial injury that was no avoidable.
  
  What's more is that my first payment is due today and in an effort to ensure I don't have a late payment (though I am requesting this loan be canceled) I can't even make the payment. For the last 3 days I continue to receive error messages from their online platform. See screenshots.
  Please cancel this loan - you know that this is unethical.
  
  
  See Attachment/File: IMG_1137

  Business Response

  Date: 12/14/2022

  We appreciate the additional sentiment. The areas of concern are specifically disclosed at the time of purchase to ensure that the understanding matches the terms of purchase. We are sorry for ************************ continued dissatisfaction however as previously stated, the terms of the purchase were agreed upon.
  
  The instructions for cancellation (within 10 calendar days after the date owners signed their contract) are provided on the purchase agreement and receipt for timeshare documents. Notification in writing must be sent to the seller at: Sheraton Flex Vacations, LLC at *************************************************************************; Attention: ************************ Department.
  
  The receipt for timeshare documents reflects acknowledgement of the following items:
  Owner Information Book (which includes the ******* Multisite Public Offering Statement, Trust Association Documents, Vacation Ownership Plan, Reservation Rules, Vistana Signature Network Disclosure ****** ********************** Buyers' ****** and Master Mortgage Terms and Covenants)
  Copy of Executed Purchase Agreement
  
  We are absolutely committed to the delivery of ************************ vacation ownership benefits however we must do so in accordance with the terms of the purchase and ensure that the vacation ownership use guidelines are applied consistently. We regret that ******************** felt misinformed, but we cannot disregard the contractual agreement.
  

  Customer Answer

  Date: 12/20/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Once again you have failed to acknowledge that your lending practices violate UDAAP. I am not contesting the 10 day timeline to cancel, rather that the documents required to make a fair, responsible, and informed lending decision were not provided within the 10 day cancellation window.
  
  Additionally, in the interim, I have made my first monthly payment after much challenge with the system (several error messages received) as I noted in my previous reply, which also went unacknowledged.
  
  The system charged me 3 times but only 1 payment was reflected on my account. Who can help me apply the additional two payments for the upcoming 2 months? I called and spoke with someone who said they would call me back but never did.
  
  I also noted in my prior response (with screenshots) that I tried to make an in-full credit card payment PRIOR to the first loan payment date (12/5) and the system was having technical issues therefore I couldn't make my in full payment via credit card. Now that my loan is active, the ** reps are saying they can't accept a paid in full credit card payment. The rep assured me she would escalate my case and call me back but ALSO never did. Again, Vistana is failing their borrowers at every angle - failing to address concerns, errors of their system, and not providing fair treatment to the situations that THEY ARE CAUSING. I need help escalating this so that I can pay for this IN FULL ON MY CREDIT CARD as I am clearly stuck with this, this was my intended method of purchase for this loan. Please help me if you are going to force me to keep this.

  Business Response

  Date: 01/06/2023

  There is no violation of UDAAP as all finance terms, product information (including vacation plan, fees, and collateral) were disclosed and received at the point of sale. While there is a resale operations team, vacation ownership interests with an active loan are not eligible for deed back or repurchase.
  
  The owner was provided the Owner Information Book (which includes the ******* Multisite Public Offering Statement, Trust Association Documents, Vacation Ownership Plan, Reservation Rules, Vistana Signature Network Disclosure ****** ********************** Buyers' ****** and Master Mortgage Terms and Covenants) and copy of executed purchase agreement which included loan and finance terms.
  
  Specifically disclosed and agreed upon was the Purchaser Credit Card Payment (Cash Out) Notification which stated that the purchase(s) may elect to pay the balance of the purchase price in full prior to the first schedule payment date as indicated on the executive promissory note (which was 12/5/22). Payoff instructions indicated that if the purchaser(s) should choose to pay their loan balance in full using a credit card to call Vistana ********* Services at ************ or ************. Additional instructions were provided if the purchaser(s) chose to pay their loan balance in full using a check, to send via overnight tracked delivery to MVC Escrow Accounting. The purchaser(s) acknowledged that credit card may not be used to pay any portion of the purchase price or to pay off amounts exceeding the monthly loan payment(s) due on the loan after the scheduled first payment date has passed.
  
  In review of the account with ********* Services, three credit card payments have been made to the account and applied to December, January, and February's scheduled payments. The next scheduled payment is due March 5, 2023. We are unable to grant ****** as the first scheduled payment date has passed.
  
  We reflect that the owner interacted with ********* Services on November 17th requesting information on cancellation and was instructed that she had 10 days from purchase date to cancel. On December 7th the owner spoke with ********* Services concerning an online payment of December 6th. The last interaction is reflected on December 20th wherein the owner requested to have funds that went to principle on 12/9/22 reapplied to February 2023 payment.
  

  Customer Answer

  Date: 01/09/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  You continue to avoid addressing the questions at hand. Please see the attached evidence (previously provided several weeks ago) that your website was down when I attempted to make a full payoff. Additionally, this was on a weekend and therefore your offices were closed, I even attempted to call an international number for assistance but was unsuccessful. I also provided screenshots where I had trouble making my first payment (12/5 and again 12/6) because of website errors. Given this issue is a technical issue with your website, you should provide an accommodation. I tried to make the payment as evidenced by my screenshots provided and given the website was down I was not afforded the same opportunity that others were to make a payoff using a credit card.

• Initial Complaint

  Date:10/11/2022

  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.

  -I had no want to purchase more or upgrade, just wanted to relax -I was assured it was not a sales presentation, but an informational meeting regarding the merger with ******** -The meeting lasted several hours, and It was nothing but them leaning on me the entire time to purchase -They downplayed my existing contract and told me that if I didn't upgrade to the "new way of travel", that I would be left behind and would not have access to all the new resorts that came with the merger. I was told I wasn't going to have another opportunity to do this. -After signing all the documents, I left with everything in a ******** bag that was given to me. Again, this signaled to me that I was now part of ********, and could use my flex points to travel to ******** resorts and everything they promised -They told me I could rent out my new ownership to help pay for it -They said I was Required to sign up for an ****** credit card, which was then used to process the $5k deposit. \Had I been made aware of a 400 yearly fee, I would not have agreed to sign up for the card, especially since I didn't want this to begin with! -I was told that the maintenance fees would be around $k, when in reality they're $3k! This was a big lie, that had I known, once again, would not have agreed to make the upgrade. -I did not know that it was a 15 year loan term. They truly told me nothing and just said sign here here and here -Wasnt told about 10 day legal right of rescission which could have stopped all of this -The sales agent left no question about the fact that I was now an owner with ******** due to the merger. I was pitched on the investment of this new and improved ownership and all the benefits that came with it. -they told me about the ******** buy back program, even though I own with Sheraton Flex so that's useless -they made it seem like my prior property was worth 30k, which is extremely misleading since no one wants it and I've seen the prices on the internet -I trusted Sheraton.

  Business Response

  Date: 02/24/2023

  Our organization received a similar complaint from Mr. ******** last September through the Florida Attorney General's Office.  A copy of our reply to Mr. ******** is attached.  At this juncture our position on the matter has not changed.  Mr. ******** received all of the information that was necessary to make an informed purchase decision when he decided to purchase his ownership interests.  If Mr. ******** has any additional questions or concerns regarding his complaint he is welcome to contact our corporate office at ************ or ***************************

• Initial Complaint

  Date:09/28/2022

  Type:Order 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.

  I joined Vistane Signature Experience on 9/5 while vacationing in Orlando, Florida. After much thought, I changed my mind and sent a rescission letter within the legal time frame as outlined in the contract. I requested a refund for the down payment. The company has ignored my requests and calls. I have given up contacting anyone there.

  Business Response

  Date: 10/10/2022

  Consumer Response /* (2000, 9, 2022/10/05) */ Good evening, I guess we can close this case... I received an email this afternoon (see below) ***********