ComplaintsforWyndham Destinations

• Initial Complaint

  09/06/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I own a timeshare with this company. Regrettably, it was passed down from a family member. I pay monthly for an allotment of points. Points that can be transferred to RCI and be spent at their site. However, the company does not allow me to use these points because of an "IT" issue. They have been telling me for 4 months that they are trying to fix the problem, meanwhile I must pay them on a monthly basis. I don't see an end in sight and judging by other BBB reviews there are many people being taken advantage of from this company. Im not sure where to go.

  Business response

  10/26/2021

  Business Response /* (1000, 14, 2021/09/17) */ DATE: September 17, 2021 BBB of Central Florida, Inc. Attn:***************, Consumer Affairs 1600 S. Grant St. Longwood, FL 32750 Sent Via Online Dear Ms.*********: Thank you for contacting Shell Vacation Clubs. Listening to comments from our owners, members, and guests is an important part of our ability to enhance the service we provide. A Better Business Bureau complaint was opened for the above mentioned owner on 09/07/2021. With a brief review, the owner is stating that he is unable to transact on his account and is pending assistance from IT. He is also requesting a Buy Back from Shell Vacation Club. I have reviewed the account and can confirm that the issue was resolved on August 24, 2021 and confirmed again by our IT department on September 3, 2021. On August 24, 2021, Sarah sent the owner an email and advised him that the issue was resolved. She also asked him to respond to confirm the correction. I have contacted the owner today and requested 3 times to speak within the upcoming week. Once I receive a response from the owner, I will be educating the owner on the completion of the issue and providing options we have in place for his ownership. Thank you again for contacting Shell Vacation Clubs. Warm Regards, Diamond C******* Consumer Response /* (3000, 17, 2021/09/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello everyone, The response from Wyndham has not considered my most recent message to them. In this response, I explained the IT issue had not been fixed, and I informed them I was asking the BBB for assistance. I have yet to receive a response. Business Response /* (4000, 19, 2021/09/29) */ DATE: September 29, 2021 BBB of Central Florida, Inc. Attn:***************, Consumer Affairs 1600 S. Grant St. Longwood, FL 32750 Sent Via Online Dear Ms.*********: Thank you for contacting CLUB WYNDHAM. Listening to comments from our owners, members and guests is an important part of our ability to enhance the service we provide. I was able to reach the owner on September 23, 2021 at the time the owner has provided. He did get back to me and advised that email works for him at the moment. I responded back to the owner with a break down on the account history for the 2021 year and what the owner is now requesting. While I cannot guarantee a cancellation or that we will purchase the ownership from Mr.*******, I am currently reviewing his ownership options so that I may assist him as best as possible. We hope this information will be helpful regarding the concerns brought forth. Please know that I will follow up with Mr. ***** with any updates as they become available. Thank you again for contacting Club Wyndham. Warm Regards, Diamond C******* Consumer Response /* (4200, 21, 2021/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) A representative from Wyndham has reached out but it was clear they did not know the extend of the problem with my account. I informed them of all issues, including the issue of not being able to access the site to use my benefits, which is ongoing. I requested my ownership in their club be purchased back as I am paying for services and receiving no services. Their response to follow. Business Response /* (4000, 23, 2021/10/08) */ DATE: October 08, 2021 BBB of Central Florida, Inc. Attn:***************, Consumer Affairs 1600 S. Grant St. Longwood, FL 32750 Sent Via Online Dear Ms.*********: Thank you for contacting CLUB WYNDHAM. Listening to comments from our owners, members, and guests is an important part of our ability to enhance the service we provide. At this time a resolution has been reached. In the case of the Shell Vacations Club ownership, the decision has been made to deny the owner's cancellation request. We have reached the resolution based on a thorough investigation that has concluded. Mr.******* stated that he has not had the ability to utilize his RCI account online for the majority of the year. The first time that we were made aware of this said issue was June 2021, at that time, the Phone Specialist opened a ticket with our IT department. The owner was also able to secure a reservation with RCI on the same day. In August 2021, the owner was contacted and advised that the issue had been resolved. He was also recommended to log onto the site to confirm the issue was resolved and advised to give us a call/follow up should the issue persists. September 2021, the owner was also able to secure RCI reservations. The owner was in fact able to still utilize the account via phone. We understand that the owner was unable to access the account online but because the ownership was transferred over to the owner. This may have caused the problem with logging on, this is not 100% but a sure possibility. Although the owner was unable to log onto the account; once we were made aware, we immediately addressed the issue and resolved the issue. We are unable to offer a cancellation for a technical issue as this was immediately addressed and the owner still had the ability to utilize the full ownership and exchanges (RCI). I have educated the owner and provided options for the owner to move forward with. The resolution was provided 10/08/2021 by email and letter. All in all, we consider his contract binding and this matter resolved. Warm Regards, Diamond C*******

• Initial Complaint

  09/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We gave our timeshare at*******************, NC a Wyndham Timeshare Property back to Wyndham. I have a copy that the deed was recorded with the Craven County, NC Registry on January 8, 2021. Wyndham was notified of this several times both by the lawyers, the property itself and ourselves. We sent them copies of the deed transfer to them several times They continued to deduct maintenance fees of $ 92.40 from our credit card for 3 more months even though they sent me a letter (dated 2/16/2021) stating that "Please allow this letter to serve as confirmation that the above-referenced account has been removed from Auto Pay.". They they continued TO HARASS us for monthly maintenance fees calling both my husband's phone and my phone at least 4 times a day demanding payment . They sent letters telling us that our payments were overdue and added late fees and collection fees. We had owned that timeshare for almost 40 years - what a way to treat long-term customers. We need a refund.

  Business response

  10/25/2021

  Business Response /* (1000, 5, 2021/09/08) */ CASE ID: ******** RE: BBB Case #********, ***** ********** DATE: September 8, 2021 BBB of Central Florida, Inc. Attn:***************, Consumer Affairs 1600 S. Grant St. Longwood, FL 32750 ********************* Sent Via Online Dear Ms. ********* A Better Business Bureau complaint was opened for the above mentioned owner on September 6, 2021. In the complaint, the owners state that they gave their timeshare property back to Wyndham and during the process, Wyndham continued to deduct maintenance fees from their credit card even though they were notified via letter on 2/16/2021 that their account has been removed from auto pay. The owner state that they request a refund. We regret to learn of Mr. and Mrs. **********'s concerns and we apologize for any inconveniences they may have encountered. While we take all complaints seriously, we review all complaints on their own merit to determine if the allegations alleged can be substantiated. A review of the account shows that Mr. and Mrs. ********** initially contacted Wyndham Cares on 10/16/2020 to inquire about exit options due to their inability to travel. Wyndham Cares is a program which encompasses all owner assistance options and exit strategies. The goal of Wyndham Cares is to provide assistance to owners whose lifestyle or vacation preferences have changed and are seeking options to transition out of their ownership. One primary objective is to make known publicly some of these options, while maintaining the discretion to determine which is most suitable given an owner's specific situation. On that call, Mr. and Mrs. ********** were educated on the 'Outright' option, in which it is a voluntary inventory return exit program. This is a free program allowing owners with a contract that is paid in full and up-to-date on their maintenance fees to return their inventory back to Wyndham at no cost to the owner. This means the owner will be able to turn over their contract at no fee but will not be compensated for the contract. On 11/23/2020 a Wyndham Cares case was opened on Mr. and Mrs. ********** behalf and all pertinent documentation was sent via email to initiate the process. At that time, the owners were informed that the cancellation could take up to 6 months to complete, and during this process, maintenance fees must remain current, ownership cannot be used (no active reservations), points will be forfeited and RCI account will close. Each owner case is reviewed independently and resolution is on a case by case basis. In Mr. and Mrs. **********'s case their Outright Exit was voluntary, they accepted the terms and conditions of the program, and their account is now closed. Therefore, Club Wyndham finds no grounds to merit a refund of the maintenance fees while the account remained active. An initial contact email has been sent to Mr. and Mrs. ********** to provide the above mentioned information and answer any additional questions they may have. Thank you again for contacting Club Wyndham. Milena M***** Senior Case Specialist, Sales Experience Better Business Bureau Liaison Owner Resolutions & Strategy Wyndham Destinations 6277 Sea Harbor Dr. Orlando, FL 32821 Phone: 800-446-1466 Ext: 645971 [email protected] Consumer Response /* (3000, 7, 2021/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Wyndham apparently has not read any of the documentation that I sent her since what Wyndham is referring to has NO RELEVANCE to the complaint that I just filed with the BBB. Once again Wyndham does not address issues that former customers have with their organization. My complaint has to do with Contract # ************. Wyndham sent us a letter on February 16, 2021 that they would no longer charge our Credit Card. the letter stated "allow this letter to serve as confirmation that the above-reverenced account has been removed from Auto Pay as of the date of this letter (2/16/2021) but they continued to charge our credit card. The Director of Operation at their New Bern location along with Lauren Bass, Title Services notified Wyndham numerous times that we no longer owned the unit as of January 8, 2021. They we sent copies of the transfer of deeds from the Craven County, NC Record of deeds. They were sent copies of the legal document showing that we returned the timeshare to Wyndham on January 6, 2021. They continues to harass us for more maintenance fees. We were a timeshare owner with Wyndham for over 30 years but they have treated us most rudely.. Wyndham needs to go back to their phone records which they say are recorded to confirm how many times we talked to them about the deed being transferred back to Wyndham and they will hear how they ignored the information that they were given. They also need to check the emails that were sent to them with documentation that we no longer owned the unit and they needed to refund the 3 months of maintenance charges of $92.40 per month. They just chose to ignore our emails hoping that we would just give up. They are the most UNCARING and I would like this problem made so others don't go through this situation. They also had a problem talking to me on the phone since Wyndham said that I was not on the deed even though I had the deed showing my name as owner. Through this whole process my husband had ALS and was unable to communicate verbally. Please listen to their rudeness on the recorded calls starting in January. Thank you, ***** ********** Business Response /* (4000, 9, 2021/09/14) */ CASE ID: ******** RE: BBB Case #********, ***** ********** DATE: September 14, 2021 BBB of Central Florida, Inc. Attn:***************, Consumer Affairs 1600 S. Grant St. Longwood, FL 32750 ********************* Sent Via Online Dear Ms. ********* We appreciate Mr. and Mrs. ********** sharing their comments and concerns regarding our response to the concerns presented. We have received the reply and would like to provide additional feedback. As previously stated, Mr. and Mrs. ********** voluntarily returned their non fixed week inventory to Wyndham through Wyndham Cares program. During the beginning of the process on 11/23/2020 a Wyndham Cares case was opened on their behalf and all pertinent documentation was sent via email to initiate the process. At that time, they were informed that the cancellation could take up to 6 months to complete, and during this process, maintenance fees must remain current, ownership cannot be used (no active reservations), points will be forfeited and RCI account will close. In reference to contract no. ************, said contract was a converted Fixed Week (A Converted Fixed Week Contract represents an ownership conversion from a specific unit during a specific week into CLUB WYNDHAM(r) Plus points equal to the value of that unit.) The exit process of this ownership, required the owners to first submit an 'Opt Out of Club Wyndham Plus' written request, which means it is to be removed from the points program and returned to a Fixed Week ownership; this is was completed by Mr. and Mrs. **********. Once removed from the points program, the ownership required a transfer of ownership from Mr. and Mrs. ********** to Sand Castle HOA. The procedures where therein provided by Wyndham Title Services: 1) The contract must have the financing and condominium payments up to date for the removal or transfer of the name. 2) To add, transfer or remove the name from the contract, it is necessary to contact a title company that will prepare a new deed to be signed and notarized. 3) The tittles company or attorney has to contact the City Hall where the deed is to be recorded to pay the recording fees to register new deed. The city will then send the new deed (original to the new owner) and the copy of the deed should be sent to: Wyndham Vacation Resorts, Att: Ownership Change, 6277 Sea Harbor Drive FL 32821. Please note that all Ownership Change requests are processed in a first come first serve basis and in order received. The account record show that the ownership change request was not received until March 23, 2021. Our records show Mrs. ********** contacted Title Services several times to follow up on the new deed, and was educated on the process each time she spoke with a representative. On March 9, 2021 once she spoke with Financial Services to remove auto pay, she stated that she was under the impression that she was no longer an owner, education was provided. Our records also show that an assessment balance of $228.52 was removed this contract which is from dates ranging (February, 2021 - May, 2021). The cancellation concluded on April 30, 2021. Therefore, we have reiterated that Mr. and Mrs. ********** also voluntarily returned their fixed week inventory to the home resort. And as explained by Title Services, a newly recorded deed did not release them from the ownership, however, a cancellation did. They were educated on the steps to follow pertaining to the voluntary exit and account notations do show that the owners disputed the fact that they had to maintain their account current by making maintenance fee payments. In reference to the requested refund for assessment associated to contract no. ************, we have no records that payment was received since February 2021, which would explain the balance waived totaling $228.52. Once auto pay is cancelled, the system does automatically re-deduct funds. I also contacted the Fairfield Harbour Association, and verified that no dues were paid directly to them. Each owner case is reviewed independently and resolution is on a case by case basis. In Mr. and Mrs. **********'s case their exit was voluntary, and they accepted the terms and conditions of the programs offered; the account is now closed. Therefore, Club Wyndham finds no grounds to merit a refund of the maintenance fees while the entire account remained active. Should Mr. and Mrs. ********** have any documentation to show that funds were deducted without their knowledge and consent strictly to contract no. ************, I'll investigate what is provided. The above mentioned information has been provided to Mr. and Mrs. ********** via email on September 14, 2021. As no new information has been provided by Mr. and Mrs. **********'s complaint to the Better Business Bureau and the same concerns were previously addressed, we consider this matter closed and resolved. Thank you again for contacting Club Wyndham. Milena M***** Senior Case Specialist, Sales Experience Better Business Bureau Liaison Owner Resolutions & Strategy Wyndham Destinations 6277 Sea Harbor Dr. Orlando, FL 32821 Phone: 800-446-1466 Ext: 645971 [email protected]

• Initial Complaint

  09/01/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchase date 06/09/21 - 72K - Wyndham committed by stating they can show us a way of never having to pay maintenance fees again but we would have to invest in more points. We told the rep, we did not want an additional payment and he stated "the points that we buy can be used to pay our maintenance (through a program called Extra Holidays) and the money we were using for maintenance can be used towards paying for the points - a win-win stituation he stated". This is not the case. We have to pay for maintenance as well as the new points. I attempted to cancel the contract within 10 business days (Jun 21) of signing but the company is stating it is not 10 business days but 10 calender days.

  Business response

  10/26/2021

  Business Response /* (1000, 9, 2021/09/21) */ CASE ID: ******** RE: BBB Case# ******** ****, ***** DATE: September 21, 2021 BBB of Central Florida, Inc. Attn: **************, Consumer Affairs 1600 S. Grant St. Longwood, FL 32750 ********************* Sent Via Online Dear Ms.*********: Thank you for contacting CLUB WYNDHAM. Listening to comments from our owners, members, and guests is an important part of our ability to enhance the service we provide. A Better Business Bureau complaint was opened for the above mentioned owner on 9/8/2021. Mr. and Mrs. **** first purchased with us in 2009 and since has purchased many times over the years with the most recent purchase on 6/9/2021 receiving an additional 400,000 points in Club Wyndham Access and was provided the incentive of enrolling their Shell Vacation Ownership into the Club Wyndham Ownership and they received new VIP status being a Founders VIP owner. Mr. and Mrs. **** stated with this purchase they were given the expectation of being able to utilize Extra Holiday's and would be able to pay for their maintenance fees and taxes. Additionally, Mr. and Mrs. **** claim they contacted us one day outside of their rescission period to request to rescind. An initial review was conducted and upon reviewing the notes and history of the account it shows Mr. and Mrs. **** first contacted us 6/21/21 to book multiple reservations with vacation guide Peter. It was not until 6/23/21 we received a call from Mr. and Mrs. **** advising of their concerns and they stated they tried to cancel but we were closed. On 7/14/21 Mr. and Mrs. **** was advised their request to cancel was denied and the request to escalate their complaint was denied. An exception was made to review Mr. and Mrs. ****s concerns once again and Owner Resolutions and Strategy agent, Tanisha advised on 7/27/21 she would be overseeing the case for a final review. On 7/30/21 Tanisha advised Mr. and Mrs. **** their request to cancel was denied. It was on this call Mr. and Mrs. **** claimed they requested to rescind the contract 1 day late. On 8/4/21 Tanisha left a voicemail to advise the concerns escalated to Sales Experience Specialist, Antonio. On 8/9/21 Antonio reached out via phone and left a voicemail and sent a follow up email. On 8/17/21 Antonio reached out to Mr. and Mrs. **** and they advised could not speak due to dealing with a death in the family. On 9/2/21 Antonio was able to speak with Mr. and Mrs. **** regarding the concerns brought fourth. In order to complete a comprehensive review of the concerns presented, Antonio reviewed the records from closing, contract documents, notes, and reached out to the sales site regarding the concerns brought fourth. Antonio has reached out to Mr. and Mrs. **** on 9/21/21 and was able to advise there was no grounds to substantiate a release from the contract. Mr. and Mrs. **** have been advised an alternative resolution would be sought out to assist them with their ownership. I attempted to reach Mr. and Mrs. **** on 9/13/21 and left them a voicemail after not being able to reach them and sent a follow up email. They were advised I would be happy to reiterate the outcome Antonio provides. The outcome that will be provided by Antonio will not change as I have been in contact with him regarding the concerns brought forth and concur with his findings. I received a follow up email from Mr. and Mrs. **** confirming the morning works to speak. I sent a reply email advising I would be happy to reiterate the outcome on the case if they feel that is needed. We hope this information will be helpful regarding the concerns brought forth Thank you again for contacting Club Wyndham. Regards, Jenny A****** Better Business Bureau Liaison Sales Experience Specialist- Owner Resolutions & Strategy Wyndham Destinations

• Initial Complaint

  09/01/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 8/31 we got a call by wyndham to our room at the wilderness. They explained we could sit through a 90 minute tour of new rooms at glacier canyon in the wilderness and receive 100 arcade tokens for our kids and a completely free (no fees or taxes due ever) 4 day 3 night stay at the brand new remodeled condos in glacier canyon. We thought that was a great deal. They insisted they wouldnt pressure to buy and just asked us to attend. We get our meeting and our sales guy Tim seemed nice. Until we went and saw the room alone with my wife and 3 young children. In the room his whole demeanor changed. He became short with us. My wife was beginning to feel uncomfortable as a previous assault victim situations like this make her feel not safe. She asked Tim how much everything was to move along the presentation. In front of our kids he told us we arent ok people and said we needed to end the meeting. Very offended. Also, we never got the free stay. I demand the free stay and more for this!

  Business response

  10/11/2021

  Business Response /* (1000, 5, 2021/09/14) */ CASE ID:********* RE: BBB Case#********* ********* **** DATE: September 14, 2021 BBB of Central Florida, Inc. Attn: **************, Consumer Affairs 1600 S. Grant St. Longwood, FL 32750 ********************* Sent Via Online Dear Ms. ********: Thank you for contacting CLUB WYNDHAM. Listening to comments from our owners, members, and guests is an important part of our ability to enhance the service we provide. A Better Business Bureau complaint was opened for the above mentioned guest on 9/1/21. Mr. ******** stated his frustrations with not receiving the gift via email as he was told and he and Mrs. ******** were uncomfortable. To begin with, we are sorry to hear of the concerns and frustrations Mr. and Mrs. ******** experienced while on their tour. We appreciate Mr. ******** bringing their concerns to our attention so we can ensure the concerns are reviewed internally. I inquired with Mr. ******** via email on 9/3/21 requesting he provide supporting documentation regarding what he was promised regarding the gifts to be received for attending the presentation. Mr. ******** was unable to provide any documentation regarding the stay he was expecting to receive via email. In order to try and gain a better understanding of the gift Mr. ******** was to receive I reached out to the sales team and confirmed Mr. ******** was promised 30,000 Wyndham Rewards points. These email was sent to Mr. ******** but he stated he did not receive it. Another email was sent to Mr. ******** on 9/13/21 with the details to redeem the 30,000 Wyndham Rewards points. Again, we regret to hear of the negative experience Mr. and Mrs. ******** experienced but we are happy to have been able to have the points resent to Mr. ********. We hope this information will be helpful regarding the concerns brought forth Thank you again for contacting Club Wyndham. Regards, Jenny A****** Better Business Bureau Liaison Sales Experience Specialist- Owner Resolutions & Strategy Wyndham Destinations

• Initial Complaint

  09/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted Wyndham back in December 2019. At the time, I was calling to make sure my points got added for a recent hotel stay. Their representative asked me if I was interested in a resort stay and I said, yes. So they transferred me to that department. To sum everything up, I purchased a three-day, two-night stay at one of the Wyndham resorts for $199. I was not informed until after I paid the money that I would be required to sit through a timeshare presentation. When I explained that I was not interested in sitting through a timeshare presentation and that I wanted my money back, I was told that the money was non-refundable. This was not explained prior to my purchase but I accepted it and planned my trip for mid-August 2021, a change from my original plan due to COVID. When my spouse got ill at the last minute we had to cancel the trip. Now Wyndham is charging a $150 cancellation fee. This is unacceptable and shady business. I want all $349 of my money refunded.

  Business response

  11/05/2021

  Business Response /* (1000, 5, 2021/09/02) */ CASE ID: XXXXXXXX RE: BBB Case #XXXXXXXX, Michael ****** DATE: September 2, 2021 BBB of Central Florida, Inc. Attn: Susan ********, Consumer Affairs 1600 S. Grant St. Longwood, FL 32750 [email protected] Sent Via Online Dear Ms. ********: Thank you for contacting CLUB WYNDHAM. Listening to comments from our owners, members, and guests is an important part of our ability to enhance the service we provide. A Better Business Bureau complaint was opened for the above mentioned guest on September 1, 2021. In the complaint, the guest states that in December 2019 he purchased a Wyndham Vacation Package for a 3 day / 2 night stay for $199, however, upon learning that in order to lock in that rate he would have to attend a sales presentation he requested the cancellation of the package. The guest states that he was told that the purchase was non-refundable, but that information was not disclosed at time of purchase. We regret to hear of Mr. ******'s concerns and we apologize for any inconveniences he may have encountered. While we take all complaints seriously, we review all complaints on their own merit to determine if the allegations alleged can be substantiated. Wyndham Destinations offers a range of rental and travel opportunities through Wyndham Travel Department, Wyndham Rewards, Wyndham Extra Holidays and Wyndham Sales & Marketing. The access to these programs are available to both Wyndham members and non-members. A call was completed with Mr. ****** on September 2, 2021 to discuss the concerns presented and at this time additional information has been requested to verify proof of purchase. Upon receipt I will be contacting the Marketing Department directly to verify the complaint set forth. Thank you again for contacting Club Wyndham. Milena ****** Sales Experience Specialist Owner Resolutions & Strategy Better Business Bureau Liaison Wyndham Destinations 6277 Sea Harbor Dr. Orlando, FL 32821 Phone: 800-446-1466 Ext: 645971 *************@wyn.com

• Initial Complaint

  08/31/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I sent out a letter to Wyndham stating I want my timeshare cancelled, I have yet to get any type of response from them. I can no longer afford the payments and I want out of this contract. I was told to go to the Better Business Bureau and that you guys could help us out, I'm desperate. Please help me get a response from them!

  Business response

  11/05/2021

  Business Response /* (1000, 9, 2021/09/17) */ RE: BBB Case# XXXXXXXX, ***** ***** DATE: September 17, 2021 BBB of Central Florida, Inc. Attn: Susan Mitchell, Consumer Affairs 1600 S. Grant St. Longwood, FL 32750 Sent Via Online Hello Ms. Mitchell: Thank you for contacting Club Wyndham. Listening to comments from our owners, members, and guests is an important part of our ability to enhance the service we provide. On March 09, 2020 the owner Doris ***** upgraded her Discovery Membership to a full Club Wyndham ownership at 105,000 points in Club Wyndham Access (CWA). The inventory provided to our owners is based on a first come, first serve basis. We provide 3 different booking windows; Express, 1 day in advance to 90 days, Standard, 91 days to 10 months, and Advanced Reservation Priority, 10 months to 13 months. All owners have access to the same Club Wyndham properties in the express and standard booking windows. In the Advanced Reservation Priority window all owners solely have access to their home resort, Ms. ***** being Club Wyndham Access. Other owners that are not part of CWA are able to book 13 months in advance at their 1 home resort instead of more than 50 that Ms. ***** has access to. In addition to the 105,000 CWA points Ms. ***** has 145,000 Bonus points, available to use till March 31, 2022. Please be advised Ms. ***** may be invited to sales presentation/update sessions while staying in any of our properties. However, these are not mandatory and completely optional. The presentations provide owners with changes in the ownership program, as well as information on new program packages, benefits and features. Owners are welcome to ask questions during these presentations, but if they are happy with their current ownership and not interested in upgrading they may leave at their discretion. Ms. ***** can always walk away from a presentation with no obligation of purchasing a contract or signing any paperwork. On December 11, 2020 Ms. ***** upgraded her ownership to 300,000 Club Wyndham Access with her purchase of 195,000 additional points. Ms. ***** now had the ability to book vacation with an annual point allotment of 300,000 points. On January 21, 2021 Ms. ***** reached out to Club Wyndham seeking to cancel her most recent purchase due to maintenance fees. A Club Wyndham case was opened for a thorough review of Ms. *****'s concerns was completed by Club Wyndham agent Brittany. Brittany denied Ms. *****'s request to cancel with the understanding that all contracts sold by Wyndham outline the program features, benefits, fees, and terms and conditions, in writing, for owners to review before the closing of the sale. Ms. ***** had the opportunity to review and determine whether the ownership being purchased met her vacation and financial needs. Brittany reviewed how Ms. *****'s ownership did not qualify for a cancelation at the time. A Better Business Bureau complaint was opened for the above mentioned owner on September 8, 2021. I have attempted to contact Ms. ***** and have a scheduled phone call on Monday, September 20. I look forward to address Ms. *****'s concerns. Thank you again for contacting Club Wyndham. Regards, Matthew ***** Better Business Bureau Liaison Sales Experience Specialist Owner Resolutions & Strategy Wyndham Destinations 6277 Sea Harbor Drive Orlando, Fl 32821 *********************@wyn.com Consumer Response /* (3000, 11, 2021/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have not adressed the concerns. They made an appointment to discuss such at 2:30 and were over 10 minutes late calling. (I have saved the screenshot of the call to prove the late call) I put them on hold since i was on another call and when i came back to their call about 4min later they were no longer on the line I quickly emailed to reach back out (by the way i never got a direct number to speak to Mr. ******* Cruse) and told him to call back..no reply..i emailed again at 4pm and still 2 days later no reply. (I have the emails sent to prove i reached back out immediately) This is their M.O. I want this cancelled immediately and all money paid reimbursed along with the credit card balance reversed to zero and paid back what i have paid. They continue to have their billing and sales people call and harrass me at least 2-3 x a day. Business Response /* (4000, 13, 2021/10/01) */ RE: BBB Case# XXXXXXXX, ***** ***** DATE: October 1, 2021 BBB of Central Florida, Inc. Attn: Susan Mitchell, Consumer Affairs 1600 S. Grant St. Longwood, FL 32750 Sent Via Online Hello Ms. Mitchell: Thank you for contacting Club Wyndham. Listening to comments from our owners, members, and guests is an important part of our ability to enhance the service we provide. On March 09, 2020 the owner Doris ***** upgraded her Discovery Membership to a full Club Wyndham ownership at 105,000 points in Club Wyndham Access (CWA). The inventory provided to our owners is based on a first come, first serve basis. We provide 3 different booking windows; Express, 1 day in advance to 90 days, Standard, 91 days to 10 months, and Advanced Reservation Priority, 10 months to 13 months. All owners have access to the same Club Wyndham properties in the express and standard booking windows. In the Advanced Reservation Priority window all owners solely have access to their home resort, Ms. ***** being Club Wyndham Access. Other owners that are not part of CWA are able to book 13 months in advance at their 1 home resort instead of more than 50 that Ms. ***** has access to. In addition to the 105,000 CWA points Ms. ***** has 145,000 Bonus points, available to use till March 31, 2022. Please be advised Ms. ***** may be invited to sales presentation/update sessions while staying in any of our properties. However, these are not mandatory and completely optional. The presentations provide owners with changes in the ownership program, as well as information on new program packages, benefits and features. Owners are welcome to ask questions during these presentations, but if they are happy with their current ownership and not interested in upgrading they may leave at their discretion. Ms. ***** can always walk away from a presentation with no obligation of purchasing a contract or signing any paperwork. On December 11, 2020 Ms. ***** upgraded her ownership to 300,000 Club Wyndham Access with her purchase of 195,000 additional points. Ms. ***** now had the ability to book vacation with an annual point allotment of 300,000 points. On January 21, 2021 Ms. ***** reached out to Club Wyndham seeking to cancel her most recent purchase due to maintenance fees. A Club Wyndham case was opened for a thorough review of Ms. *****'s concerns was completed by Club Wyndham agent Brittany. Brittany denied Ms. *****'s request to cancel with the understanding that all contracts sold by Wyndham outline the program features, benefits, fees, and terms and conditions, in writing, for owners to review before the closing of the sale. Ms. ***** had the opportunity to review and determine whether the ownership being purchased met her vacation and financial needs. Brittany reviewed how Ms. *****'s ownership did not qualify for a cancelation at the time. Club Wyndham offers a 30 day interest free option. From the date listed on the contract owners have 30 days interest free to pay the loan balance listed. The 30 days interest free gives owners the option to pay off the loan before interest or to find an outside financial option to pay the loan at a lower interest. After the 30 days have past the owner will be responsible for the financial terms that were reviewed while signing the contract. Ms. ***** had the opportunity to review and determine whether the ownership being purchased met her financial needs. Ms. ***** was provided with a rescission period to review the contract carefully and should she not be in agreement with the terms outlined in the contract, she had the legal right to request cancellation within the rescission period. This information is also provided in the contract documents. After this period has passed, the contract becomes legally binding. Ms. *****'s rescission period was 5 calendar days. Based on my review of Ms. *****'s complaint, contract terms, and notes regarding prior interactions with Wyndham, we find that the contract is valid and enforceable and we hereby deny Ms. *****'s request for a contract cancellation. Ms. *****'s communication simply does not provide sufficient detail for us to reach any other conclusion. Please know that as cancellation is no longer an option, if Ms. ***** is looking to exit of her ownership she may attempt to sell the ownership. Wyndham recommends to our owners that they work with a reputable realtor that deals in timeshare sales as there are a high volume of timeshare exit scams. Please know that Wyndham makes no representations ability to sell the ownership. In closing, we regret to learn Ms. ***** is dissatisfied with her ownership. However, until or unless Ms. ***** provides additional information that supports her claim, we consider the contract legal and binding. Thank you again for contacting Club Wyndham. Regards, Matthew ***** Better Business Bureau Liaison Sales Experience Specialist Owner Resolutions & Strategy Wyndham Destinations 6277 Sea Harbor Drive Orlando, Fl 32821 *********************@wyn.com

• Initial Complaint

  08/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  July 19, 2021 Transaction $149.00 by credit card for 3 nights hotel stay, timeshare presentation required. Mailed letter to cancel within 7 days, 7/25/21, they claim can't find it. Called to cancel within the 7 days and afterwards to check on receipt of letter per Representative could take up to 3 weeks. Follow up calls again as of 8/27/21 and before, no resolution Representative won't pass me on to management to resolve and says it is beyond the 7 day cancellation per the terms and conditions. This office is not at the office listed in this complaint, yet their terms and conditions provides no other address to cancel by written letter. Terms and conditions say to call, but they don't honor cancelling on the phone alone. I have done both and gotten no where, except for being out $149 and hours of time.

  Business response

  10/22/2021

  Business Response /* (1000, 6, 2021/09/10) */ CASE ID:********* RE: BBB Case#********* *********, ********* ************** DATE: September 10, 2021 BBB of Central Florida, Inc. Attn: **************, Consumer Affairs 1600 S. Grant St. Longwood, FL 32750 ********************* Sent Via Online Dear Ms. ********* Thank you for contacting CLUB WYNDHAM. Listening to comments from our owners, members, and guests is an important part of our ability to enhance the service we provide. A Better Business Bureau complaint was opened for the above mentioned guest on 8/30/21. The guest stated she verbally requested to rescind the marketing package within the 7 days and is requesting a full refund. The marketing package was purchased on 7/19/21. Prior to reaching out to Ms. ********* I contacted leaders in the marketing department to confirm the concerns presented regarding Ms. ********* statement that she verbally requested to rescind the package. After receiving a response from leaders, they confirmed the call was pulled that took place on 7/26/21 which was the last day to rescind. It was observed during this call Ms. ********* inquired about booking the reservation and was seeking to arrive on 1/7/22 but chose not to book the reservation at the moment due to not having transportation set up. At no time during this call the guest did not indicate any request to cancel the package. An email was sent to Ms. ********* on 9/3/21 confirming the information received. I advised her to provide a copy of the letter she is referring to she sent with tracking to show the letter being post marked within the 7 day cancellation window. Furthermore, I requested Ms. ********* to provide three dates and times that best work to further discuss. After not receiving any response to my email from 9/3/21 sent a follow up email on 9/10/21 advising Ms. ********* her request to cancel the marketing package cannot be offered if she is unable to provide supporting documentation to show a post marked letter sent in the 7 days requesting to cancel the package. Being we were able to observe the recorded phone call Ms. ********* did not request to cancel the package via the phone when she called on 7/26/21 the request to cancel cannot be provided. We understand this is not the resolution Ms. ********* was seeking. We are willing to reconsider if she is able to provide the requested documentation. Attached, you will find the confirmation Ms. ********* received that stated she would need to call in the 7 days to cancel. We hope this information will be helpful regarding the concerns brought forth Thank you again for contacting Club Wyndham. Regards, Jenny A****** Better Business Bureau Liaison Sales Experience Specialist- Owner Resolutions & Strategy Wyndham Destinations Consumer Response /* (3000, 12, 2021/09/21) */ I do not find the business's response to be satisfactory as they deny receiving my letter to cancel the package within the seven days. I called on August 2, 2021 to check on the status of my letter the Representative told me that it could take up to three weeks for them to process a return. I called about a week or so later as suggested and spoke with another Representative, who advised that my letter was sent to their Corporate office and they have no way to trace or find it. Funny, how the address on the terms and conditions is the one I mailed it on, 7/25/2021, to Sea Harbor Drive in Orlando, Fl. Jennifer A****** email has the same address as listed on their vacation package sold to me. I have simply written that I have done my part, so cancel the package and refund my $149.00 back to my credit card. Why would I want to deal with them further if they can't even honor a request along with implying that one phone call means I am committed to a stay with them. I didn't book due to it being $102,00 more just for some bogus fees plus additional fees. A deal a rip off plus a required timeshare presentation. I especially have no desire to stay in their hotels, especially as yet again I was disgusted with my recent stay at Super 8 on Virginia Beach on August 31, 2021. We were the only guests and one single man during peak beach season if that tells you anything. Anyway, I am done with Wyndham expect for their Club properties they are the only ones that seem to meet regulated hotel standards in my experiences. Thank you, ********* ********* ************ Business Response /* (4000, 14, 2021/09/27) */ CASE ID:********* RE: BBB Case#********* *********, ********* DATE: September 27, 2021 BBB of Central Florida, Inc. Attn: **************, Consumer Affairs 1600 S. Grant St. Longwood, FL 32750 ********************* Sent Via Online Dear Ms. ********* We appreciate Ms. ********* sharing her comments and concerns regarding our response to the concerns presented. We have received the reply and would like to provide additional feedback. Ms. ********* stated she mailed a letter on the 7th day requesting to cancel her marketing package but she has provided no supporting documentation such as a tracking number to substantiate her claims. As stated in our previous respond, it was observed in the recorded phone call on 7/26/21 Ms. ********* never mentioned anything about requesting to cancel but rather inquired about availability with the marketing package. While we understand she has no intention of wanting to utilize the package she agreed to purchase no additional consideration can be given to cancel the package. The terms and conditions set forth in documentation she received specified she would have to call to cancel the package within the 7 days. We urge Ms. ********* to utilize the package she has utilized at this point. We understand this is not the resolution Ms. ********* was seeking however, we are not able to provide any new information or alternative resolution. We hope this information will be helpful regarding the concerns brought forth Thank you again for contacting Club Wyndham.

• Initial Complaint

  08/27/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Run from this company. I was promised I could cancel anytime with no penalty and give back if I changed my mind. Customer service is terrible. All they do is lie and give you the runaround trying to blame things on me when they lied to us. I was lured into a meeting promised free tickets for a short presentation, no sales pitch included. We never got tickets, but we did get a high pressured sales meeting thrown in our faces for hours. Not short. Ruined our vacation. We thought were going to be able to get stays in resorts when we needed but they lied about that too. I have not used it at all. I cannot take trips and it's not affordable being a member. That was a lie too. Sent our letter to cancel and they said they never got it. They lied about everything and if you are thinking about buying a timeshare do not do it! Don't let them pressure you, the "free tickets" are not worth it, especially whenever you don't receive them!

  Business response

  09/29/2021

  Business Response /* (1000, 9, 2021/09/01) */ CASE ID: ******** RE: BBB Case #********,************** DATE: September 1, 2021 BBB of Central Florida, Inc. Attn:***************, Consumer Affairs 1600 S. Grant St. Longwood, FL 32750 *********************** Sent Via Online Dear Ms. ********: A Better Business Bureau complaint was opened for the above mentioned owner on September 1, 2021. In the complaint, the owner outlines dissatisfaction with Club Wyndham and requests the cancellation of the contract due to the alleged sales misrepresentation on the purchase relating to the pressure to purchase, the rescission period, the accessibility and availability of resort stays. The owner states that a letter was sent to request the cancelation of the contract and later was informed by an unidentified Wyndham representative that we have no records of a letter. We regret to learn of Mr. ********'s concerns and we apologize for any inconveniences he may have encountered. While we take all complaints seriously, we review all complaints on their own merit to determine if the allegations alleged can be substantiated. Mr. ******** purchased contract no. ************ on April 2, 2021 and the purchase was for a membership interest which Ownership includes the right to participate in the Club Wyndham Plus Vacation Ownership Plan ("Club") and the right to use and occupy Club Accommodations. These rights are denominated in points and they agreed to receive 200,000 annual points. As a purchased incentive they elected to receive 300,000 Bonus Points valid from November 1, 2021 through June 30, 2023. We would like to first and foremost state that Mr. ******** has not spoken with or worked with the Owner Care department in the past regarding any issues with the purchase made. Please allow us to address some of the concerns brought forth in their correspondence regarding the purchase made with Club Wyndham. Concern 1- Sales Environment & Presentation: During a visit at our resorts or the surrounding area, a guest may be invited to a sales presentation and usually receives a gift as an incentive for attending. This is an opportunity for guests to review their options for either a new or additional purchase. A tour guest is only obligated to attend the sales presentation for the designed period of time based on the terms and conditions of the agreement. The length of a presentation can vary depending on the guest's interests and inquires. However, a guest may leave as desired and at their own discretion. Note that the owner's first purchase was made in person and the upgrade was later made via a telesales call. If at any time the owner was not interested in making a purchase, she was free to disconnect the call at any time. Concern 2 - Vacation Planning & Point Utilization: Mr. ********'s ownership includes a membership in our Club Wyndham Plus exchange program, which offers variety in resort locations, seasonality, lengths of stay and unit sizes. Although the best value for the usage of the points is towards Club Wyndham Plus resort stays, as a Club Wyndham Plus member, he has access to a worldwide exchange network, Resort Condominium International ("RCI"), and also have a membership to participate in the PlusPartners Travel Program, which provides him the option to use his points toward Wyndham branded hotels and resort accommodations, RCI Nightly Stays at RCI-affiliated resorts, car rentals, air travel, Norwegian Cruise Line cruises and theme park tickets. Regardless of their travel options or the programs utilized, all reservations are confirmed on first-come, first-serve basis and are based on availability. Concern 3 - Fraud/Misrepresentation: Wyndham at no time or under any circumstances condones acts of fraud to any consumer, and gives full details and disclosures to any consumer before a purchase. All owners including Mr. ******** are presented with program guidelines and the purchase is discussed and placed in writing. It is the purchaser who decides whether or not they are in full understanding of all benefits and features presented. All contracts are provided with a rescission period, which varies by state law, for the purchaser to review their purchase for compatibility to their needs. In Mr. ********'s case his cancellation information should they have chosen that route was enlarged to place a big emphasis on this option. This is stated on one page completely in section 47 on the "Purchase Agreement" stating that the purchaser "You may cancel this Agreement before the sixth day after you sign and receive a copy of this Agreement". The documents also provides instructions as to how to submit the rescission request as it needs to be sent by mail post marked within the rescission period. Each owner case is reviewed independently and resolution is on a case by case basis. On September 1, 2021 an initial contact phone call has been placed at the number provided as well as a courtesy email to discuss the complaint set forth. Should Mr. ******** have any substantiating documents that can speak to any concerns he has, Wyndham will be certain to review what is provided. Thank you again for contacting Club Wyndham. M***** M***** Senior Case Specialist, Sales Experience Better Business Bureau Liaison Owner Resolutions & Strategy Wyndham Destinations 6277 Sea Harbor Dr. Orlando, FL 32821 Phone: 800-446-1466 Ext: 645971 M*****.M*****@wyn.com Consumer Response /* (3000, 11, 2021/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Haha! No, we don't agree to anything that she responded with. as we've said, we were bribed into this for a quick meeting for free tickets - tickets we never received!! Beforehand we were told there would be no pressure to buy anything and leave with our gifts. That was a big lie. When it was "over," or so we thought, we were pushed harder than we've ever been into anything in our lives. We didn't inquire or keep asking questions. We kept telling them we weren't interested. So her point is invalid and simply another lie by Wyndham. We contacted Roxanna G**** on April 4, 2021, and told her we wanted to cancel. She said that she would contact James G*******, and they would call us back with instructions on canceling. They never called us back, and we actually tried calling them again and never got a callback. This was done in the timeframe to cancel. Miss M*****'s information about the availability is nothing that we were told and exactly why we want out of this. We were lied to and not given the truth or a chance to read the full information before signing up. If Wyndham didn't condone these acts of fraud, I wouldn't still be in the timeshare. I wouldn't have been told that I could call and cancel and be done with the membership at any point. I wouldn't have been told that this was an easy-to-use and cheap way to vacation all the time. The points don't even a lot for that, and there are issues with availability contrary to what the sales people said. We are furious that this has happened and that we are stuck with this debt on a credit card Wyndham set us up with. We want you to refund our money back and honor the cancelation we tried to obtain. Still, Roxanne and James were not worried about it and purposefully ensured that we didn't get the cancelation information on time. They especially never mentioned that there was a timeframe to cancel!!! Business Response /* (4000, 13, 2021/09/03) */ CASE ID: ******** RE: BBB Case #********,************** DATE: September 3, 2021 BBB of Central Florida, Inc. Attn:***************, Consumer Affairs 1600 S. Grant St. Longwood, FL 32750 *********************** Sent Via Online Dear Ms. ********: We appreciate Mr. and Mrs. ******** sharing their comments and concerns regarding our response to the concerns presented. We have received the reply and would like to provide additional feedback. We do regret Mr. and Mrs. ********, feel the sales presentation was very high-pressured and do apologize for any actions unbecoming. We do feel a consumer has the right to leave a presentation at any time they are uncomfortable. At no time is a customer not allowed to leave if they so choose. If an owner decides to purchase, Wyndham does offer and make known the rescission period which an owner may use to review documents and program guidelines or to cancel during this time. Mr. and Mrs. ******** received rescission procedures on their purchase to decide whether or not the purchase was a good fit. In response to the statement relating to club accommodations, point value and availability, Mr. and Mrs. ******** signed and received the Purchase Security Agreement wherein the contract stipulates there is no provisions guaranteeing availability of inventory. In addition, it discloses: "Points may be used to reserve Club Accommodations that are available through the Club on space available basis." The clause within the contract indicates inventory is finite and may not always be available to book. We are sorry to hear Mr. and Mrs. ******** had the expectation the purchase of this contract would ensure they would always find the inventory they were attempting to book however, an exception to the rescission clause cannot be made only do to expectation of availability. In response to the statement relating to the cost of the ownership being represented as lower than out of pocket costs, the contract documents signed and received outline the financial obligation of the purchase pertaining the loan financed through Wyndham and the monthly assessment costs. After reviewing the financial obligation, it is at the consumer's discretion and decision to determine if the vacation ownership suits their personal and financial means. All contracts are provided with a rescission period, which varies by state law, for the purchaser to review their purchase for compatibility to their needs. In response to the statement that Mr. and Mrs. ******** contacted their sales agent Roxanna G**** on April 4, 2021, requesting the cancellation of the contract, at which time they were informed that Ms. G**** would contact sales agent James G*******, however, no follow up was received. We welcome Mr. and Mrs. ******** to provide us with documentation which would indicate contact attempt, documentation such as phone records or screen shots which would show the agent's phone number and date/time stamp. Should the documentation support Mr. and Mrs. ********'s intent to cancel while within rescission, the rescission request can be reviewed by Club Wyndham. The documentation can be sent directly to my email at M*****.M*****@wyn.com, upon receipt a verbal conversation by phone will be scheduled to discuss the concerns presented. As no new information has been provided by Mr. and Mrs. ********'s complaint to the Better Business Bureau and the same concerns were previously addressed, we consider this matter closed and resolved. Thank you again for contacting Club Wyndham. M***** M***** Senior Case Specialist, Sales Experience Better Business Bureau Liaison Owner Resolutions & Strategy Wyndham Destinations 6277 Sea Harbor Dr. Orlando, FL 32821 Phone: 800-446-1466 Ext: 645971 ********************* Consumer Response /* (3000, 19, 2021/09/10) */ ***Document Attached*** Attached is when I contacted Roxanne G**** and she said she would talk to James G*******. Also attached is the letter we sent requesting the cancellation of the timeshare. Business Response /* (4000, 22, 2021/09/14) */ CASE ID: ******** RE: BBB Case #********,************** DATE: September 14, 2021 BBB of Central Florida, Inc. Attn:***************, Consumer Affairs 1600 S. Grant St. Longwood, FL 32750 *********************** Sent Via Online Dear Ms. ********: We appreciate Mr. ******** sharing additional information. We have received the reply and would like to provide additional feedback. On September 10, 2021 Mr. ******** sent three PDF attachments via mail labeled as: Certified Letter, Domestic Return Receipt and Phone. Upon receipt and review of this information I promptly sent Mr. ******** an email response advising that I had observations: 1) Firstly, the Certified Mail Receipt included with the letter dated 4/8/2021, does contain the USPS ink stamp which would show postmark stamp date. An USPS Certified Mail Receipt form can be obtained any time, however, the postmark stamp which will show the date mailed is stamped onto the 'Certified Mail Receipt' label upon payment. This is a standard operating procedure through all USPS locations as proof of mail. 2) Secondly, the Domestic Return attachment which contains the USPS tracking # ********************** in which I conducted a USPS tracking search via their website, shows that it is associated to another item (USPS #********************) which showed departure from Pecos TX on 4/9/2021 and arrival in Orlando on 4/12/2021. Therefore, the tracking number provided does not coincide with the alleged timeline and the USPS website itself labeled the package as "retail". 3) The phone number provided was sent for ID verification, however, since there are no text messages or emails associated with that number provided, we are unable to verify intent to cancel while within the rescission period. A Google search later showed that the number provided ************, dialed out from Mr. ********'s phone on 4/4/2021 at 10:29AM, is to an **** Restaurant located in San Antonio, Texas. Therein, all the above mentioned information including the images, we are unable to substantiate intent to cancel while within the rescission period. Should Mr. and Mrs. ******** have accurate documentation that shows intent to cancel while within rescission, the rescission request can be reviewed again by Club Wyndham. The new and accurate documentation can be sent directly to my email at *********************, upon receipt a verbal conversation by phone will be scheduled to discuss the concerns presented. Please refer to the attachments provided along with this response for your reference. As no new information has been provided by Mr. and Mrs. ********'s complaint to the Better Business Bureau and the same concerns were previously addressed, we consider this matter closed and resolved. Thank you again for contacting Club Wyndham. M***** M***** Senior Case Specialist, Sales Experience Better Business Bureau Liaison Owner Resolutions & Strategy Wyndham Destinations 6277 Sea Harbor Dr. Orlando, FL 32821 Phone: 800-446-1466 Ext: 645971 *********************

• Initial Complaint

  08/25/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On June 25th I was on family vacation and offer free week vacation and some food certificates to watch a presentation at worldmark by Wyndham while in Las Vegas NV. Gift were at not obligation to buy. I was told many many lies in the presentation on how their program works. At the time I did not know they were lies. I decided off the information that was provided I would join worldmark by wyndham in hope of taking affordable vacations for my family of 5 at a single mother and foster mother based off the information i was told. I came home and got a letter that they processed a application for a Wyndham visa credit card I did not authorize. i never got the free week vacation. I tried to log in they told me my accounts on hold the first 7- 14 days you can do anything while they process the account but that is to keep you from using the window to back out of the contract I did know till now. I wasn't able to log in until 30days after purchase. The vacation cost me more and a member.

  Business response

  11/09/2021

  Business Response /* (1000, 5, 2021/09/08) */ RE: BBB Case# XXXXXXXX, ********** ******* DATE: September 8, 2021 BBB of Central Florida, Inc. Attn: Susan Mitchell, Consumer Affairs 1600 S. Grant St. Longwood, FL 32750 Sent Via Online Hello Ms. Mitchell: Thank you for contacting WorldMark by Wyndham. Listening to comments from our owners, members, and guests is an important part of our ability to enhance the service we provide. On June 25, 2021 Jacqueline ******* purchased contract ending in 2316 worth 8,000 credits into WorldMark Premier. Ms. ******* is able to book up to 10 months in advance at any WorldMark by Wyndham resorts. Our owners are provided with a rescission period to review the contract carefully and should they not be in agreement with the terms outlined in the contract, they have the legal right to request cancellation within the rescission period. This information is also provided in the contract documents. After this period has passed, the contract becomes legally binding. Ms. ******* rescission period was 5 calendar days. A Better Business Bureau complaint was opened for the above mentioned owner on August 26, 2021. I have been able to review the owner's concerns with Ms. *******. I have moved forward in a review of the owner's concern. I hope to get a resolution to you within the next 14 business days. Thank you again for contacting Wyndham. Regards, Matthew ***** Better Business Bureau Liaison Sales Experience Specialist Owner Resolutions & Strategy Wyndham Destinations 6277 Sea Harbor Drive Orlando, Fl 32821 *********************@wyn.com Consumer Response /* (3000, 9, 2021/09/17) */ I am open to resolution as I stated. I received a call from Matthew ****** We spoke for 41 min. He emailed me while we were speaking and asking me to send him my text and phone call communications that shows I tried to cancel days after signing up. Right after I hung up as u can see with time stamps I sent the information in emails. Matthew stated he would get back to me in a few days. I have yet to hear from him. I reached out several times. I am not shocked as that seems to be the culture of this company giving the customer the run around forcing them to be stuck. I asked for a refund as I am entitled to as I called several times in the first week to cancel but they wouldn't let me. Now I'm getting digs on my credit score for non payments when I already stated I do not want to be part of a fraudulent program that charges you more as a member than as a non member. I like some resolution and not to be left in the dark. I have not spoken to Matthew since 8/31/21 no call back or email response. Business Response /* (4000, 11, 2021/09/23) */ RE: BBB Case# XXXXXXXX, Jacqueline ******* DATE: September 23, 2021 BBB of Central Florida, Inc. Attn: Susan Mitchell, Consumer Affairs 1600 S. Grant St. Longwood, FL 32750 Sent Via Online Hello Ms. Mitchell: Thank you for contacting WorldMark by Wyndham. Listening to comments from our owners, members, and guests is an important part of our ability to enhance the service we provide. A Better Business Bureau complaint was opened for the above mentioned owner on August 26, 2021. I have been able to review the owner's concerns with Ms. *******. At this time I have moved forward in a review of the owner's concern and reached out to the sale site to gather further information. I am currently seeking a review of the video closing regarding Ms. *******'s sale. Once the review is in I will be able to meet a resolution for Ms. *******. Thank you again for contacting Wyndham. Regards, Matthew ***** Better Business Bureau Liaison Sales Experience Specialist Owner Resolutions & Strategy Wyndham Destinations 6277 Sea Harbor Drive Orlando, Fl 32821 *********************@wyn.com Consumer Response /* (3000, 18, 2021/10/04) */ ***Document Attached*** My situation has not be resolved. I am told they will let me know the outcome of the finding o. October 11th. I am in disbelief they have contact BBB before ven contact with me as you can see in the email correspondence as it been my only contact since the one and only call from Matthew ***** on 8/3/21. I am told today it will be another 7 days before a appointment to review those finding. Why such the delay yet BBB closed my case as resolved. Please tell me how is it resolved. I am getting collection calls and told the reps I am working with wyndham to resolve the matter and the reps are nasty tell me my credit scores going to be effected and beyond rude. How can anyone want to be a part of a company like this. As you can see in the attached email I have reach out for updates on this progress and told to wait wait wait. Business Response /* (4000, 20, 2021/10/13) */ RE: BBB Case# XXXXXXXX, ********** ******* DATE: October 13, 2021 BBB of Central Florida, Inc. Attn: Susan Mitchell, Consumer Affairs 1600 S. Grant St. Longwood, FL 32750 Sent Via Online Hello Ms. Mitchell: Thank you for contacting WorldMark by Wyndham. Listening to comments from our owners, members, and guests is an important part of our ability to enhance the service we provide. A Better Business Bureau complaint was opened for the above mentioned owner on August 26, 2021. I have reviewed the concerns in which Ms. ******* brought forward. At this time I have moved forward into reaching a conclusion to a resolution. Ms. ******* and I have been able to review her concerns and have a scheduled phone call for October 21, 2021. I look forward to reviewing a resolution with Ms. *******. Thank you again for contacting Wyndham. Matthew ***** Better Business Bureau Liaison Sales Experience Specialist Owner Resolutions & Strategy Wyndham Destinations 6277 Sea Harbor Drive Orlando, Fl 32821 *********************@wyn.com

• Initial Complaint

  08/25/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I rented points for a vacation and Wyndham canceled the reservation without refunding me the money that I paid. Based on their cancellation policy I transferred the reservation into a guest's name in which the reservation should not have canceled. Wyndham has been going through a major IT overhaul and many of the features do not work effectively. When I explained to the owner care rep they were not helpful in resolving the issue and owning up that this cancellation was in error. In addition, they should have refunded me my money since this was not my fault and was a system fault on their end that they are covering up. I know I am not the only Wyndham owner who are having these issues with Wyndham. I have uploaded the email that was sent to me. If you will notice the email has the guest's name and not my name which shows that the unit was transferred into the guest's name before the the cancellation policy kicked in. At this point, all I want is my money back!

  Business response

  09/29/2021

  Business Response /* (1000, 5, 2021/08/30) */ CASE ID:********* RE: BBB Case *********,******** ****** DATE: August 30, 2021 BBB of Central Florida, Inc. Attn: **************, Consumer Affairs 1600 S. Grant St. Longwood, FL 32750 ********************* Sent Via Online Dear Ms. ********: Thank you for contacting CLUB WYNDHAM. Listening to comments from our owners, members, and guests is an important part of our ability to enhance the service we provide. A Better Business Bureau complaint was opened for the above mentioned guest on August 25, 2021. In the complaint, the owner states that he rented points for a vacation and Wyndham canceled the reservation without a refund. The owner states that in accordance with Wyndham's cancellation policy, he transferred the reservation into a guest's name therefore the reservation should not have canceled. The owner claims that this was an IT issue and did escalate to Owner Care who declined his request for a refund. We regret to hear of Mr. ******'s concerns and we apologize for any inconveniences he may have encountered. While we take all complaints seriously, we review all complaints on their own merit to determine if the allegations alleged can be substantiated. The Club Wyndham's Guest Confirmation feature is to allow owners to share the experience of their ownership with family and friends. A Guest Confirmation is required when the owner will not be personally checking in and staying in the unit. According to Wyndham's Guest Confirmation policy, located on page 250 in the owner's Wyndham Directory if an owner has more than 1 unit reserved for dates that overlap within the same time period, a Guest Confirmation is required and must be added within 48 hours of the reservation being made, additionally: 1) If the required Guest Confirmation(s) is not added within 48 hours of the reservation being made, the additional reservation(s) is subject to cancellation and the corresponding points may be forfeited in accordance with the cancellation policy. 2) When booking overlapping reservations within 48 hours of check-in, a Guest Confirmation must be added at the time of booking. If the owner doesn't have the guest information, the reservation cannot be made. 3) Guest Confirmations are final transactions and are non-refundable. Any change (name or address) made to a reservation that has an existing Guest name will require the use of an additional Guest Confirmation. In reviewing Mr. ******'s account, reservation number**************** for the Club Wyndham Governor's Green was booked on 8/22/2021 at 10:49 AM via the owner's website, checking in 9/6/2021 and checking out 9/10/2021. Then the reservation was modified on 8/25/2021 at 3:06 AM via the owner's website where a guest's name was added to the reservation. Please note that the modification made by Mr. ****** was past the 48 hour timeframe, and while he submitted the modification via his online account, the reservation was already in cancellation process as of 8/25/2021at 3:11 AM by the system. Each owner case is reviewed independently and resolution is on a case by case basis. In Mr. ******'s while taking into consideration the longevity of his ownership and a very active account utilization, making him fully aware of terms and policies of usage, we do not find grounds to issue a refund. Therefore, resolution and education previously provided by Owner Care stands. A phone call has been placed to provide the above mentioned information on August 30, 2021. Thank you again for contacting Club Wyndham. Milena M***** Sales Experience Specialist Owner Resolutions & Strategy Better Business Bureau Liaison Wyndham Destinations 6277 Sea Harbor Dr. Orlando, FL 32821 Phone: 800-446-1466 Ext: 645971 [email protected] Consumer Response /* (3000, 7, 2021/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did what I was supposed to do in transferring the unit into a guest name. I am willing to accept the points that are equivalent than to receive a refund. Either way, I am being penalized for a flaw in the cancellation policy guidelines. If my reservation was going to be canceled, then the system should not have allowed me to pay to transfer the unit. Therefore, the system allowed me to waist more money knowing that it was going to cancel my reservation. Plus, there is no notification on our end that tells us that our reservation is going to be canceled. If I knew my reservation was going to be canceled, don't you think I would have recovered my money before I lost it? Think about it, I don't want to lose money and I would have canceled the reservation myself if there was some notification or something telling me that I was going to lose my money. Please either refund what I paid or resolve the issue by giving me the points equivalent to the money that I paid. Business Response /* (4000, 9, 2021/09/01) */ CASE ID:********* RE: BBB Case *********,******** ****** DATE: September 1, 2021 BBB of Central Florida, Inc. Attn: **************, Consumer Affairs 1600 S. Grant St. Longwood, FL 32750 ********************* Sent Via Online Dear Ms. ********: We appreciate Mr. ****** sharing his comments and concerns regarding our response to the concerns presented. We received the feedback and would like to reiterate our findings. In response to the statement where Mr. ****** feel penalized by the cancellation policy guidelines, the cancellation policy has remained the same and the terms and conditions are applicable to all members. These are guiding principles to ensure we are consistently delivering measurable qualities of excellence to our customers. While we understand life happens, an override exception should be granted only after all available information has been reviewed, including the owner's situation and past exceptions. In Mr. ******'s case we find no grounds for a cancellation exception. In response to the statement where Mr. ****** states that there is no notification on their end that tells them that their reservation is going to be canceled, is a contradictory statement being that Mr. ****** is aware of the 48 hour rule in adding a Guest Confirmation to over lapping reservations. On August 30, 2021 Mr. ****** was advised that each owner case is reviewed independently and resolution is on a case by case basis. In this case we do not find grounds to issue any form of refund, therefore, resolution and education previously provided by Owner Care stands. In addition, I reiterated again that there is no system issue as the loss of the reservation was due to the Guest Confirmation policy where a guest's name needed to be added within 48 hours, and he did not complete this within the time frame. The accountability falls on the user as he is aware of the cancellation policy as well as the guest confirmation feature. Moving forward, we do hope Mr. ******'s keeps in mind that these transaction are time sensitive and fully supported by the system. As no new information has been provided by Mr. ******'s complaint to the Better Business Bureau and the same concerns were previously addressed, we consider this matter closed and resolved. Thank you again for contacting Club Wyndham. Milena M***** Senior Case Specialist, Sales Experience Better Business Bureau Liaison Owner Resolutions & Strategy Wyndham Destinations 6277 Sea Harbor Dr. Orlando, FL 32821 Phone: 800-446-1466 Ext: 645971 [email protected]

*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. ↩