Business ProfileforStaySaver Vacations, LLC

According to information in BBB files, it appears that this business is no longer in business.

BBB has received a pattern of complaints concerning sales practice issues, contract issues and refund issues. Consumers report this business conducts seminars offering misleading vacation saver packages with a deceptive terms and cancellation policy.

In July 2021, BBB contacted the business requesting information as to why the business believes the customers are filing the complaints, and what actions the business has taken to help eliminate the causes of complaints.

In November 2021 the business responded with the following:

" Customers are not understanding how the program, the website, the technology, the guarantee, and the rewards works. Although everything is at their fingertips on the web, many see how it was used during the live demonstration but fail in usage when on their own. In addition when the member has their account turned on, we utilize a collaborative video conferencing tool (Zoom), to guide them through their personal account with their own account number, so they can experience the experience with their own user ID. It is obvious more education is needed. During each of the live demonstrations, our customer representatives are well educated on the website and the technology and even though it is demonstrated, educational follow-up still needs to happen. There is no deception on any level, and everything is out in the open with full time dedicated resources available to assist our members. Further Education can change that perception.

ACTION
We continue to provide web tours for our members to view to understand how to best use the features of the site, process a PRICE MATCH GUARANTEE, and redeem their reward credits.


Everyone seems to be aware that there is a cancellation policy, but when does the clock start on this policy and how do they best cancel. The documented cancellation timeframe is up to the time the account is turned on for the user. We allow for a cooling off period and provide each new member with a membership kit to renew. Once the documented cancellation period is over, we turn on the account to be used. We are aware of people wanting to personally get their hands on the technology and assure for themselves that this works. We spend time with each new member going over their personal account with them showing how it is used and then letting them continue with their own personal access. At that time, within the first 72 hours if a client wants to cancel, we have allowed that for a full refund. We cannot offer a full refund after the cancellation period. However, we have offered a membership with less features that the member could use for a partial refund.

ACTION
Each member is informed of the cancellation policy at the POS and as well as fully disclosed in the Purchase documents during the Verification process. Subsequently each member purchase is followed up with two onboarding calls to include a Welcome call-in addition to a 30-minute live webinar providing full navigation to the product website and benefits. These actions provide the customer numerous opportunities to cancel their membership should buyer's remorse take place. This gives the member ample time to try out the site and make sure they are satisfied with the results. "