ComplaintsforResort Condominiums International, Inc.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I tried to access the RCI site using both my weeks and my points account. I was not able to. Further conversations and they said my membership had expired. They want $300 to reinstate out membership plus the membership fee. We didn't receive any type of notice that our membership was expiring. I asked several times for them to show me the notices they sent and they cannot which means they were not sent. We are willing to continue to pay the membership fee but the $300 is just a scam for something that is RCI's fault.

  

  Business response

  02/01/2024

  February 1, 2024 
  
  *************************;
  BBB of Central ******* 
  *********************************** 
  Suite 103A 
  ************, ** 46241 
  
  RE:*************************;
  BBB Case # ******** 
  
  Dear **************: 
  
  RCI has reached out to ********************** and has reinstated his RCI account by waiving the reinstatement fee. ********************** knows a renewal fee will be required before accessing his RCI account. 
  
  ********************** has my direct telephone number in the event there are any issues in the future.  
  
  Thank you for giving us the opportunity to respond to this complaint.   
  
  Sincerely, 
  
  
  
  /s/ **************************;
  Business Operations Liaison 

  Customer response

  02/01/2024

  Better Business Bureau:

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

  Regards,

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

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My RCI Member ID is ********. I received a phone call from "******" at RCI on January 3, **** around 7:15pm. She explained that I had points expiring in March and I should either (1) schedule a vacation, (2) pay a fee to extend those points, or (3) upgrade to premium to extended the points. At first I thought the call may be a scam since it was so late, but ****** did seem informed about my account details. I logged into my RCI account with ****** still on the phone and explained that the RCI website clearly indicated that I had "zero" points expiring on March 31, ****. We went back-and-forth with me asking if the RCI Corporate website was wrong. I explained that I had seen "expiring points" before during ***** and understood what I needed to do, but it says 0-points are expiring now. Since I could not get a satisfactory answer, I asked ****** twice to speak to a Supervisor. I was put on hold both times and she returned and stated the Supervisor told me.... blah, blah, back to square one with the same nonsensical dialog "you're going to loose points". In the end, ****** agreed that the RCI corporate website must be wrong and her Supervisor told her to refer the issue to "IT". I asked ****** if someone would call me with a resolution and she stated "yes". Tomorrow will be two weeks since the mysterious late-night call and I have not received a call-back with an explanation. It seems that something RCI thought this was so urgent to call me about (and sell me up) has now turned into a worrisome issue. The two attached screenshots of my RCI account were taken on 1-3-2023 but they look the same today. Am I really loosing points? Is the RCI website wrong? Was it as scam?

  

  Business response

  01/26/2024

  
  
  January 26, **** 
  
  *************************;
  BBB of Central ******* 
  2601 **************** 
  Suite 103A 
  ************, ** 46241 
  
  RE:**********************************;
  BBB Case # ******** 
  
  Dear **************: 
  
  RCI has reached out to ********************** and advised there are no RCI Points that will expire on March 31, ****.  The call made to ********************** on January 3, ****, included incorrect information, and we will research why his account was contacted on that date.   
  
  Thank you for giving us the opportunity to respond to this complaint.   
  
  Sincerely, 
  
  
  
  /s/ **************************;
  Business Operations Liaison 

  Customer response

  01/26/2024

  Better Business Bureau:

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

  ******* @ RCI kindly indicated that I would not loose any points and would continue to investigate (internally) why the call was made to me in the first place. Her follow-up was satisfactory, appreciated and I consider the matter resolved. Thank you to all involved.  
  
  

  Regards,

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

   

   

• Initial Complaint

  12/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On October 25 we purchased a Time Share from RCI, *********, ******. We were specifically and unambiguously, told that we had 45 days to cancel the contract if we changed our mines. I told two of their representatives that I thought that we had a few days to reconsider, and the senior member of the team told me that I had much more time. He stressed that it was a state law and we had 45 days. I believe they knew that as newlyweds, and senior citizens, we wouldn't be reviewing the contract *********** we were back home. After a few weeks, we discussed it again and together decided that we really could not afford the monthly payments at this time. When I pulled out the contract, I saw that it said that the cancellation time was five days. You can imagine my shock. Why would they tell us 45 days if it was only 5? Hoping they would honor their word, I submitted the cancellation form and it was denied. I wrote them a letter and spoke to two of their representatives on the phone. They didn't deny that their representatives lied, but refused my request.

  

  Business response

  01/25/2024

  January 25, 2024 
  
  *************************;
  BBB of Central ******* 
  *********************************** 
  Suite 103A 
  ************, ** 46241 
  
  RE:*************************;
  BBB Case # ******** 
  
  Dear **************: 
  
  RCI's role in the timeshare industry is to provide vacation owners at affiliated resorts with the opportunity to exchange their resort weeks or points for accommodations around the world. Although RCI is affiliated with over ***** resorts worldwide, RCI does not own, operate, manage, buy, or sell timeshare property. 
  
  We would encourage ****************** to work with the resort directly with concerns regarding their timeshare purchase.  The RCI membership that was created has been cancelled.  ******************** resort paid for the RCI membership so there is no refund due for the cancellation. 
  
  Thank you for giving us the opportunity to respond to this complaint.   
  
  Sincerely, 
  
  
  
  /s/ **************************;
  Business Operations Liaison 
  

  Customer response

  02/04/2024

  I never received or saw a response from the company.  

• Initial Complaint

  12/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/21/2023 I contacted RCI to renew my membership. I was told by the customer service representative that I needed to complete an online application. I completed the online application as I was told to do and submitted my credit card payment for $159.00 for a 1-yr membership. I called on 11/23/2023 for an update as the enrollment confirmation advisement is the application would be processed in 24 - 48 hours. Please not that payment was processed / TAKEN by RCI on 11/22/2023. I placed a call on 11/23/2023 was told the application was in process and to check back after the Thanksgiving holiday.I then placed the call on 11/28/2023 and spoke with a representative, this individual not only mentioned to me that my request should have been processed over the phone as I was renewing my membership, but also informed my the 1-yr membership is $109.00, not $159.00. I was told once again the application was in process.I called again on 11/30/2023 in an attempt to finalize the renewal or application as I needed my timeshare to be banked by 12/1/2023. I made this timing known to RCI on each call.On 11/30/2023 the representative told me yet again the renewal/application was in process and the resort number was needed. I verified that number with RCI. During this call I mentioned yet again I needed the process to be finalized and requested to complete on 11/30/2023 and to bank my timeshare by 12/1/2023. I requested a refund since RCI is not competent as the company could not process the renewal/application. The representative then spoke with a supervisor and I was assured the renewal/application would be processed on 11/30/2023 and my timeshare would be banked. I did not receive confirmation, went on vacation, and was unable to call back until 12/4/2023. On 12/4/2023 I was advised yet again the application was still in process and be worked on by a supervisor. I had to request a refund 1 more time. RCI clearly has poor management and poor processes.

  

  Business response

  01/17/2024

  January 17, 2024 
  
  *************************;
  BBB of Central ******* 
  2601 **************** 
  Suite 103A 
  ************, ** 46241 
  
  RE:*************************;
  BBB Case # ******** 
  
  Dear **************: 
  
  RCI has reached out to ****************** and has been advised that the refund has been processed, as requested.  RCI has not heard back from ****************** and considers this matter closed. 
  
  Thank you for giving us the opportunity to respond to this complaint.   
  
  Sincerely, 
  
  
  
  /s/ **************************;
  Business Operations Liaison 

• Initial Complaint

  11/27/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I received a notification in the mail that I had no expiring points on my RCI account. The letter was my October update. I booked a reservation with RCI for **** and was told to confirm it I needed to use points from my **** year. In order to do so I had to pay maintenance fees at the time of the reservation for the **** year which is actually 13 months before the fees are actually due. Also, since I had no other available points, I thought this was okay to do. As you can see in the attached document no points were set to expire. When I contacted RCI to check on something, I was told that I actually had ****** points set to expire by year end 2023. I asked how could that be the case since I was told I had to use **** points to make my reservation and the letter I have uploaded indicates I had no points expiring. I talked with RCI and several other people connected with RCI and the resort I own as a time share. No one can explain the discrepancy. I asked if I paid to extend the use of the points could I use them in place of the points I had to borrow from **** and get my maintenance fee refunded, and then pay it when it was due December ****. The answer was no they could not just swap the points. They said they had to find other inventory and there was none. They also said extending the points would be for two years and that wouldn't help me for booking in ****. I find it irresponsible and unethical to send me notes saying I don't have any points expiring, not telling me about the expiring points, and making me pay a maintenance fee a year early when I didn't need to. I would like someone in leadership of RCI to make this right somehow.

  

  Business response

  12/06/2023

  
  
  VIA ELECTRONIC SERVICE   
  
  December 6, 2023 
  
  *************************;
  BBB of Central ******* 
  2601 **************** 
  Suite 103A 
  ************,** 46241 
  
  RE:     Wofle,Chuck 
  BBB Case # ******** 
  
  Dear **************: 
  
  I am a Business Operations Specialist with RCI, LLC (RCI).  Please be advised that your email of November 27,2023,concerning the above referenced matter has been forwarded to my attention for further handling.  I write in response to your email. 
  
  RCI has reached out to ************** and has agreed to process a refund in the amount of $269.00 for a previously paid exchange fee. RCI will also reach out to **************** resort and make a request to have his **** Maintenance fees refunded.  
  
  ************* may contact me at any time during my business hours of Monday-Friday from 8:00am EST to 4:30pm EST at ************ 
  
  Thank you for giving us the opportunity to respond to this complaint.   
  
  Sincerely, 
  
  
  
  /s/**************************;

  Customer response

  12/06/2023

  Hello,

  Everything written is true but the situation regarding premature paymnent of maintenance fees is still outstanding. I know ******* is attempting to get this resolved so I am happy about the progress but this is not ready to be closed until that last action is completed.

  Thank you for your assistance with this matter. It is greatly appreciated.

  Warm regards,

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

  Customer response

  12/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Hello,

  Everything written is true but the situation regarding premature paymnent of maintenance fees is still outstanding. I know ******* is attempting to get this resolved so I am happy about the progress but this is not ready to be closed until that last action is completed.

  Thank you for your assistance with this matter. It is greatly appreciated.

  Warm regards,

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

  
  

  
  

  

  Business response

  12/15/2023

  VIA ELECTRONIC SERVICE   
  
  December 15, 2023 
  
  *************************;
  BBB of Central ******* 
  2601 **************** 
  Suite 103A 
  ************, ** 46241 
  
  RE:Wofle, Chuck 
  BBB Case # ******** 
  
  Dear **************: 
  
  RCI has reached out to ************** and he has advised the refund has been received, as requested.  
  
  Thank you for giving us the opportunity to respond to this complaint.   
  
  Sincerely, 
  
  
  
  /s/ **************************;

  Customer response

  12/19/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. This was complicated and I very much appreciate ******************************* help in getting this resolved.
  
  
  

  Regards,

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

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the worse resort I have visited in my 30 plus years of using time shares. Where do I start? I will provide pictures as well. As I try to find the check in, which I finally found. They actually live in one of the units with about 10 other people. It looks deserted. Pool was filled with green slime, lady said they have not had a chance to vacuum it. It actually needs to be drained and reserviced. It looks like a pond, I was surprised not see frogs or snakes. DISGUSTING! As I walk to my room notice door bell ringer broke, out door lighting wires exposed. Once inside dirty stained chairs, ceiling water stains throughout, kitchen outlet not working, an old television outside on the lower patio, also another one in master bedroom. Front curtain where tied together, so you where unable to open them. Stained carpet throughout, drywall patch work through out. Beds were like sleeping on a rock, pillows were flat. Electrical outlet in the kitchen and spare room not working. Sheets torn, shower head needs updated. Overgrown grass, dead bushes needed pulled out. No tvs in spare rooms.

  

  Business response

  09/26/2023

  
  VIA ELECTRONIC SERVICE  
  
  September 26, 2023
  
  *************************
  BBB of Central *******
  2601 ****************
  Suite 103A
  ************,** 46241
  RE:  *********************
           BBB Case # ********
  Dear **************:
  
  I am a ************* Specialist with ***********************************************.  Please be advised that your email of Aguust 30,2023, concerning the above referenced matter has been forwarded to my attention for further handling.  I write in response to your email.
  
  RCI has no record of an active membership for *******************  We have attempted to reach ****************** to assist with his concerns but have been unable to reach him as we are unable to locate an RCI reservation for him.
  
  Should ****************** still require RCIs assistance, he may call me at ************.
  
  Thank you for giving us the opportunity to respond to this complaint. 
  
  Sincerely,
  
  
  
  /s/ **************************;

• Initial Complaint

  08/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a promotion with RCI-Promotions in March of 2022. The promotion was for $500 to an all inclusive Dreams-resort for 7 days. I scheduled went on my bonus trip with only issue. The airport transportation that was suppose to be included was not covered. The promotion also had a bonus trip to Vegas, ******* or ***********. I then attempted to schedule my bonus trip. However I am unable to get anyone on the phone because the number is always busy and I am unable to make my reservation via email as it states the email can not be delivered at this time. It is obvious that this company has unethical practices because they do not uphold the contracts they have with customers. If anyone has information on contacting them that would be great. I contacted RCI which I believed was connected and they stated they were not affiliated. How can this company continue to operate like this.

  

  Business response

  09/12/2023

  *************************
  BBB of Central *******
  **************************************br>Suite 103A
  ************,** 46241
  RE:  ***********************************
           BBB Case # ********
  Dear **************:
  
  I am a ************* Specialist with ***********************************************.  Please be advised that your email of August 24, 2023, concerning the above referenced matter has been forwarded to my attention for further handling.  I write in response to your email.
  
  The company that contacted ********************,RCI-Promotions, is not the same company as RCI. The promotion described is not one offered by RCI. 
  
  The complaint should be directed to the company that ******************** did her purchase with as it was not RCI.  RCIs contact information is listed below.  If this information does not match the contact information she was provided by the company, we would encourage her to work directly with them.
  
  RCI
  **********************************
  ******, ** 46032
  ************
  E: ***********************************
  
  Thank you for giving ** the opportunity to respond to this complaint. 
  
  Sincerely,
  
  
  
  /s/ **************************;

• Initial Complaint

  08/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We were called July 7th to let is know the resort we booked 6 mos ago wouldn't be available so we had to go out and pay ******* to get another vacation somewhere else and rci would extend everything we paid until at least June of **** so we could at lest book for next year because nothing usually comes available until Jan-june!

  

  Business response

  09/12/2023

  RE:  ***********************
           BBB Case # ********
  Dear **************:
  
  I am a ************* Specialist with ***********************************************.  Please be advised that your email of Aguust 3,2023, concerning the above referenced matter has been forwarded to my attention for further handling.  I write in response to your email.
  
  RCI has spoken with ************** and both parties agreed on the following resolution. 
  
  The existing coupon/credit on the account has been extended to September 30,****.  A refund of the original exchange fee, $269.00, will be refunded in the form of a check or back to the credit card on file.  RCI also agreed to extend the RCI membership from May 31, ****, to September 30, ****.
  
  Thank you for giving us the opportunity to respond to this complaint. 
  
  Sincerely,
  
  
  
  /s/ **************************;

  Customer response

  09/12/2023

  Better Business Bureau:

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

  Regards,

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

• Initial Complaint

  06/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In Dec of 2022 I booked a 1 bedroom unit for ******************** in *******************. The unit was for Sept 2023. I called in May to verify with RCI that everything was still confirmed. The RCI representative assured me that RCI would not book a unit without one available. She said I have nothing to worry about. We continued with our vacation plans buy plane tickets, car, extra hotels ect... In June RCI called an said the resort is not going to open. They have nothing available unless I do the exchange plus. I will have to pay a lot more for a hotel room, or hope that something comes available. I asked for a refund of my exchange fee of $269. The RCI representative said that's not possible. That I have a credit to use for another exchange. If I have to find my own accommodations outside of RCI an they are the ones who cancelled. Why can't they refund me, so I can use that $.. I feel RCI should find us an alternitive unit at no extra cost, or refund me my exchange fee.

  

  Business response

  08/03/2023

  Dear **************:
  
  I am a ************* Specialist with ***********************************************.  Please be advised that your email of June 28,2023, concerning the above referenced matter has been forwarded to my attention for further handling.  I write in response to your email.
  
  As requested by *******************, RCI has processed a refund in the amount of $269.00 for the reservation that had to be cancelled due to continued construction at the resort.  A voicemail was left at the telephone number provided advising of the refund.
  
  Thank you for giving us the opportunity to respond to this complaint. 
  
  Sincerely,
  
  
  
  /s/ **************************;

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  RCI is basically a disguised advert of a timeshare. We were taken for breakfast & given drinks & toured some hotel with the idea to get us to purchase a longterm vacation deal. Purchased a vacation package for $3000 with my husband for a 3yr ability to take a vacation to their designated hotels. Just to realize we couldnt take any because they still wanted more money. Weve never been able to use a dime & lost all that money. Its a scam. Theyll give you drinks & practically use manipulative & coercive tactics to getting you to relentlessly sign for a vacation package that they know they can never guarantee. You will lose all your money just like we did. They say theyre not a timeshare but the rebranding is exactly what timeshares do to ******* people of money. Beware. Do NOT SIGN up for anything theyre offering you. It is not worth it, it is actually way cheaper to set up your own vacations & pay for hotels that you actually want to stay in than signing up with RCI. RCI promises a lot that they cant deliver. Theyll tell you theyll give two weeks free vacation- that will never happen. They have a very restrictive list of undesirable hotels & undesirable vacation *************** only realize this much later when you now want yo try to book a vacation with them which is another hassle & additional costs. Trying to use your vacation package will never happen as they will make it so difficult & want additional money on top of what you paid for the membership- which is contrary to what they tell you when you sign up. This was truly a *********** will warn ****************** Do not buy any vacation packages from them or any company for that matter. We still have not received a refund even though we couldnt use this package in the 3yrs. Book your own ********************************* RCI is a scam!

  

  Business response

  09/28/2023

  Please see attached.

*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. ↩