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:Product 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 was sold a package deal in July 2022 and was to pay $99.00 for 12 months. The package included 4 trips. 4 days/3 nights choice of Orlando, Las Vegas, Gatlinburg or Branson, $500 Dining &Entertainment benefits after completing presentation, 7/6 Dream week stay, 5/4 Mexico. All inclusive, 3/2 Cruise to Bahamas. I was told I had 18 months to book and travel. I was NOT told I had to make 9 payments before I could book anything. That only leaves 9 months to book and travel. I made a total of 7 payments $700.00. I sent 6 emails and made over 10 phone calls asking for a refund and did NOT get a response from any of them. I wish I had read the reviews before I got myself into this mess. All I want is a refund. I also found out I did not meet the salary requirements for the presentation nor did I have a spouse or significant other. I also travel with a documented support animal which they said would only be allowed at certain properties. Mexico made it illegal to smoke in their country ( I am a smoker ) and no other locations were made available for the all inclusive vacation package. They definitely have misrepresented their whole package deal. Again, all I want is my money back. My account *******

  Business Response

  Date: 05/15/2023

  We are in receipt of Ms* ******'s file.

  We are sorry to hear that Ms. ****** is having issues with her purchase.  This purchase was made from a 3rd party, where we are just the fulfillment center for her locations.  We have collected no funds from Ms. ******, however, are working on her behalf as a customer service gesture to help her come to a resolution.  We will update the file as soon as we receive more information.

  Thank you for your time and assistance.

  Business Response

  Date: 05/24/2023

  We are in receipt of Ms. *******s response, while we were working on her behalf for a solution.  We are not disputing that Ms. ****** was charged; however it was not by Preferred Guest Resorts as we are only the fulfillment company for her vacations.  That being said, as a customer service gesture, we have worked on Ms. *******s behalf to secure a refund for her.  A refund check will be mailed to the address on this file.  We hope that this is satisfactory to Ms. ****** and resolves any and all concerns surrounding the purchase.  
  Thank you for your time and assistance.

  Customer Answer

  Date: 05/25/2023

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

• Initial Complaint

  Date:02/02/2023

  Type:Product 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.

  Today, February 1, 2023, I responded to an advertisement online that offered a 3 night 4 days stay at a hotel in Las Vegas. I gave my credit card number to secure the deal as the timer was running out so I had to do this quickly. I was not able to confirm dates as I needed to book my flight and correspond this with booking the room. Also, I wanted to change the Hotel I had chosen so I called the number provided. When speaking with the person who answered the phone, I spoke with her about the package as I wanted to ad an extra day, before I could broach the subject she asked me who I was travelling with and if I made $65,000 per year or over. I said no. She told me that I did not "Qualify" to get the deal. Nowhere on their advertisement did I see anything that said the I needed to make $65,000 per year to qualify. The agent said that I not everything is on the advertisement and that I needed to call in to get this information. This is deceitful and a misrepresentation of their offer. After being told this, I said that I wanted my money refunded on my credit card. She said she needed to transfer me, which she did but no one ever answers. I called several times and after so many attempts she recognized my voice and would not talk to me and she would just automatically transfer me, and again no one ever picks up the line. I was on hold each time for about 10 minutes then the line would disconnect. They have deducted $227.68 and $20.14. Their advertising said the total room cost was $69.00 + 100.00 which it indicates would be held but not deducted from my credit card. They lied. I do not know what the $20.14 is for (Maybe taxes, I am not sure). The amount of $69.00 + $100.00 and the other charge are in U.S. funds. The $227.68 and $20.14 is what was deducted in Canadian Funds from my credit card for a total of $247.82. Canadian Funds. I want this refunded. ** *************

  Business Response

  Date: 02/07/2023

  We are in receipt of Mrs. **************s file.

  We are sorry to hear that Mrs. ************* was not happy with her online purchase.  As this was purchased online, all of the terms and conditions were stated to and approved by Mrs. *************.  In order to continue with the purchase, the terms and conditions must be agreed to before the transaction is completed.  Mrs. ************* did approve of all terms and conditions before the purchase was completed.  As requested, we have refunded the purchase and wish Mrs. ************* the best of luck in her future travels.  

  Thank you for your time and assistance.

   

   

  Customer Answer

  Date: 03/29/2023

  I thank you very much for your help. It appears that this matter has been resolved as I no longer see the charges on my credit card.  

  ******** ************* 

• Initial Complaint

  Date:12/12/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Years ago we purchased what we were told was a vacation plan while in Florida. At the time we were told we could book hotels, timeshares, etc. through them at a much cheaper rate. We were also told we were not buying a timeshare or anything similar. This was just a club to get us cheaper rates. We would have to pay yearly fees in addition to the first payment. In all the years we have have been with the club we have paid our dues but never used it. Today I was contacted by the company and when I told them we have never used it and need to cut back as we are seniors on a fixed income, we were told we had purchased a "lifetime" membership and, as such, would have to pay yearly for the rest of our lives. If we neglected to pay, it would be referred to a collection agency as a delinquent file. As mentioned, we have paid every year for 12 years now without using it. We do not want to continue, we are unable to pay, and we no longer will be using their services.

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 5, 2022/12/14) */ We are in receipt of Mr. ********'s file. We are sorry to hear that Mr. ******** and his family will no longer be able to use their Membership. As requested, we will contact the billing company and have them cancel the Membership with no further funds needed. We appreciate Mr. ********'s patience. Thank you for your time and assistance. Consumer Response /* (2000, 7, 2022/12/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) We were contacted by the company and they were very helpful. Appreciated the assistance they gave us.

• Initial Complaint

  Date:11/21/2022

  Type:Product 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.

  On november 16, 2022 I "won" a trip through a radio station and was placed in contact with Best Vacations Ever DBA Preferred Guest. They requested a payment of $299 for taxes involved with the prize which I immediately sent payment via credit card. The y told me the y seré going to send me an email that I never received . I began to question the validity of this business and found through ****! reviews that this "company" has been scamming individuals through radio stations for years. I requested a refund that they denied to me through phone number I just want my refund.

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 5, 2022/12/01) */ We are in receipt of Mr. *******'s file. We are sorry to hear that Mr. ******* was not happy with his purchase. We do show that Mr. ******* was sent the confirmation email multiple times to the email address listed in the file. We understand that sometimes it might go to a folder other than the inbox. We appreciate Mr. *******'s patience as a refund as already been issued. Thank you for your time and assistance. Consumer Response /* (2000, 7, 2022/12/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Update ! I received a refund And I am happy that the case was resolved thank you for the refund!!

• Initial Complaint

  Date:10/12/2022

  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.

  Deceptive practices- I purchased a $199 7 night vacation from a phone solicitation on 10/11/21. I received an email confirmation regarding login to book. It also included costs of resorts at the bottom as advertising pricing of accommodations. It did not state, nor did the representative state, that I would have to pay that cost of of an additional $409 for the 2 bedroom accommodation that I bought. It did state that I would have to pay taxes and fees; however this is 2 times the purchase cost and shockingly misleading. My account- from the email- was never created and I could not reach the company in the first months of purchase. I stayed on hold and contacted a representative to book yesterday. I was misled into the purchase with vital cost information withheld.

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 5, 2022/10/30) */ We are in receipt of Ms. ***'s file. We are sorry to hear about Ms. ***'s experience with her purchase from 10/11/2021. All of the pricing and cost responsibilities were disclosed during the purchase and in the confirmation letter. For this vacation package, customers need to contact customer service to book their stay. As a customer service gesture, Ms. *** was given direct access to book her own stay with additional time to travel as she contacted us the day that package was set to expire. We are sorry for the confusion and hope that Ms. *** is able to use the package for a great trip. Thank you for your time and assistance. Consumer Response /* (3000, 7, 2022/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) No, the price in full was NOT disclosed at the time of purchase or I would not have purchased. The hidden, $400+ additional cost is not a price point that I agreed to. Please listen to the recorded conversation from your sales department to verify that this was not disclosed or explained. Also, the confirmation letter does not explain the cost and when I asked the sales person about the charges he said that was for additional weekly stays- not in addition to the stay that I just purchased. Lastly, the fees are not clearly defined as in addition to the $199. It is oddly placed further down the email and not with explanation. Would you like it forwarded to you? Business Response /* (4000, 9, 2022/11/15) */ We are in receipt of Ms. ***'s response. We are sorry to hear that Ms. *** is not happy with the concessions that have been made for her. These vacation packages are valid for 12 months and as Ms. *** called us on the last day, she would not have been able to utilize the stay before the expiration date regardless of any reservation fees in question. As a customer service gesture, we have granted her additional time and direct access as stated before. In addition, the extra costs were disclosed at the time of purchase. We know this is not the outcome that Ms. *** was hoping for, but we do hope that she is able to use the access to plan a great vacation. Thank you for your time and assistance. Consumer Response /* (4200, 11, 2022/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) According to your phone records and mine your business contacted me on the last day b/c I had been, several attempts in the past, unsuccessful in reaching anyone. I have my phone record. Do you have yours? Lies. Listen to your recorded conversations Business Response /* (4000, 13, 2022/12/01) */ We are in receipt of Ms. ***'s response. We seem to be unable to appease Ms. *** and are sorry for her frustrations. Our Customer Service line is open during regular business hours, available to take calls from our customers. The direct access to the booking inventory and extended time to travel, is still available to Ms. *** should she want to take advantage of our gesture. We do hope that Ms. *** is able to utilize the stays when she is ready. Thank you for your time and assistance.

• Initial Complaint

  Date:10/02/2022

  Type:Product 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.

  July 20 2022 credit card was charged $200 and $199 by preferred guest resort. I did not agree to them charging my credit card and thought they would call me later to confirm after reviewing materials. I never received materials about possible trips to buy. I had my power of attorney contact them at ************ at which time ***** told her they could not speak with her but only me after the agent tried to get POA to agree to keeping the trips for another member of the family. When POA declined the agent said someone from the proper department would contact me as I should have received materials to review and had 30 days to look over and call and cancel. Since it was over 30 days she could do not cancel and give my money back. No contact from them. My POA called again on 9-16-22. ***** answered again and was surprised no one had contacted us. Said she would send another message and should have contact within few days. My POA told her if not BBB would be contacted. Still have had no one contact either me or POA and no material from this company has been received by me. I want a full refund.

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 5, 2022/10/14) */ We are in receipt of Ms.******'s file. The purchase of the package was approved during the initial conversation and confirmed multiple times during the interaction. We are sorry if Ms.****** misunderstood to process. As a customer service gesture, this purchase was refunded prior to receiving this file. We thank you for your time and assistance. Consumer Response /* (2000, 7, 2022/10/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) Issue was resolved to my satisfaction.. Please also remove me from your contact database. Thank you.

• Initial Complaint

  Date:09/17/2022

  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.

  On September 14, 2022 I received call from Corey R***** ************** representing preferred guest resorts He was very very nice talk over 30 minutes and I agreed on discounted 4 day 3 nights $149. plus $100 back after 90 minutes timeshare once I arrived in chose of Vegas Florida and bonus Merle beach I told him Vegas is where plan to go next month he transferred me of to young lady we discussed price of $149 my alert flashed $238.80 she had charged me. I told her oh no you putting my money back she stated she was putting in in note the would take it off my fees I told her No! you are taking it off now she states once you book your going to be paying a fee then I told her to return all my money now she let me know we were being recorded so I can trust she would remove extra cost I told her but I don't have a recording give me my money she transferred me over no one answered just in hold I called back twice same result so a called band card they blocked my card from future purchases but could not do anything until because purchase was still pending. I call bank card Friday states only $199 was taken I didn't agree to that amount neither I want all my money. According to her it's going to cost me more then $149 in fees How in fee???? I don't know and they fail to discuss that with me I have photo copy of pre authorization for $238.80

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 5, 2022/10/04) */ We are in receipt of Ms. *******'s file. We are sorry to hear that Ms. ******* did not have a good experience with her purchase. We have researched with our Merchant, and only $199.00 USD was attempted. We did notice that the amount that Ms. *******, sees is exactly 20% higher than what was attempted. Maybe the notification service that she has, or the card that was used, pre-auths at this higher percentage. Whatever the reason, only $199.00 was attempted and collected. The full refund was processed on 9/19/2022, before this file was received. We are sorry for the confusion on this purchase and her overall experience. We thank you for your time and assistance. Consumer Response /* (3000, 7, 2022/10/06) */ From: *********************************** Date: Thu, Oct 6, 2022 at 12:33 PM Subject: Re: BBB Complaint Case# ******************************************* To: Better Business Bureau ********************** I accepted the refund I tried sending response back though website but not let me. My only request now is to still investigate this company practices because I was told that I would have paid much more in fees once I booked my vacation. How much more don't know. Also if I didn't have an immediate alert for the withdrawal on my phone it would not have been notice until next billing statement and that might have been too late Business Response /* (4000, 9, 2022/10/14) */ We are in receipt of Ms. *******'s response. We thank her for her patience and appreciate the opportunity to earn her business. The fees collected at booking was explained to be taxes and peak season surcharges. We are sorry for the confusion and understand that it did not work out this time.

• Initial Complaint

  Date:09/15/2022

  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.

  On Thursday, September 15, 2022 I "won" a trip through a radio station and was placed in contact with Best Vacations Ever DBA Preferred Guest. They requested a payment of $299 for taxes involved with the prize which I immediately sent payment via credit card. It was at this time that I received an email with the incorrect name and being told that they would not be able to tell me the name of the resort I would be going to for my prize. I began to question the validity of this business and found through Yelp! reviews that this "company" has been scamming individuals through radio stations for years. I have placed an immediate stop payment on the payment transaction and hope that the funds will be returned unlike they were for other individuals who were also caught in this scam.

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/10/04) */ We are in receipt of Ms. *****'s file. We are sorry to hear that Ms. ***** did not feel comfortable in her purchase. Her full refund was processed on 9/19/2022, the day before we received this file. As Ms. ***** based her decision on reviews she read on the internet, thinking we were "scamming" people, we do hope that after she sees the refund posted back into her account, she is compelled to write a review stating that we did not do anything improper. We are in the business of helping families travel on great discounted vacations. We are sorry that Ms. ***** is not going to get the opportunity to experience that. We thank you for your time and assistance.

• Initial Complaint

  Date:08/30/2022

  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.

  On August 24, 2022 I called in to a radio show to win a free vacation. The operator at Preferred Guest Resorts answered and said that I won and would call me in 10 minutes. When she returned my call she gathered all of my information and told me about all the travel destinations they offer but failed to mention that they are a Timeshare Company. That same night I was charged $399. The agent mentioned that the only fee I would pay is a tax on the hotel AFTER I book the vacation. I thought that when I provided my card information it was a hold like how hotel bookings work and ask for a card and charge it later on when the service is provided. I realized that I was mislead and they charged me upfront. I checked my email to see if there was an email from preferred guest service providing a receipt or credit statement but there was not. I called the agent that night twice at 407-794-6354 and the main number 1800432-1000 but no one answered. I called again on 8/25/22 an agent said a manager would call me, I asked if the manager has a direct phone number but the agent refused to provide one. I called again 8/30 and the manager I spoke to could not explain the charge to me and said she would have to listen to the call and return my call, but she failed to contact me again. It appears Preferred Guest Resorts charged me with no guarantee of they service they are offering. This company is scamming people through false advertising of a "dream vacation" with no transparency.

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 5, 2022/09/14) */ We are in receipt of Ms.******'s file. We are sorry to hear that there was some confusion on the purchase of this vacation package. During the sale, the price and obligation of attending a presentation is confirmed before anything is charged. We are sorry if Ms.****** misunderstood the process. With that, the purchase was refunded previous to receiving this file. The full amount was processed back to the financial institution use for the purchase on the morning of 8/30. We appreciate Ms.******'s patience while we resolved her issue. Thank you for your time and assistance.

• Initial Complaint

  Date:06/30/2022

  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.

  Fraudulent advertisement offer of 3 days in a Hotel in Las Vegas for $69 but they charged me $169 The advertisement says 3 days and 2 nites in Paris hotel or treasure island or MGM hotels then when I called to reserved they wanted to charge me $560 for 3 days in Feb or March This was not what they advertise Then they said that I have to sit 3 hours for time share meeting and that our yearly income must be over $50,000 a year We are on Social securities and 75 and 68 years old. We are not going to pay $560 for 3 days and 2 nites when the original offer was for$69 I called them several times before 30 days to cancel but nobody answered. This is clearly a scam and we want our money returned.

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 5, 2022/07/15) */ We are in receipt of Mrs. ****'s file. We are sorry to hear that Mrs. **** had issues with her purchase. This purchase was done online and all of the Terms and Conditions were stated and agreed to prior to completing the purchase. We also show that we spoke to Mrs. ****, within 7 days of the purchase and there was no mention of any attempt to cancel. However, as a customer service gesture, we will issue a refund as requested. Please allow 7-10 business days for the refund to post back to the card that was used for the purchase. Thank you for your assistance.