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:06/04/2023

  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.

  Details:- Trans Dt 05-11-23 - Charged $12900.00 to incorrect Credit Card w/o authorization - RCI committed to issue a **** of America interest-free credit card for 100 months to which the above amount of $12,900.00 was to be charged - Issues have been identified that the legal paperwork is full of errors and customer service has been notified and they have done nothing but ignore my requests. (See attachment)- No attempt has been made by RCI to correct these issues or contact me about any resolutions - Contract number #****; client #***** - We have contacted **************** several times and been ignored and put on hold for more than 2 hours without follow-up. - I have sent a check, priority mail to Resort Title Research as requested and have received no response as promised, but have cashed my check for $1900.

  

  Business Response

  Date: 06/15/2023

  Dear **************:
  
  I am a ************* Specialist with ***********************************************.  Please be advised that your email of June 5,2023, concerning the above referenced matter has been forwarded to my attention for further handling.  I write in response to your email.
  
  RCI's role in the timeshare industry is to provide vacation owners at affiliated resorts 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.
  
  RCI contacted ************** and advised if there was a concern over his timeshare purchase, he would need to reach out to his resort directly.  RCI only controls the membership part of his timeshare purchase and does not have access to sales documents which were signed.  ************** agreed that is what his next steps would be for seeking resolution.
  
  Thank you for giving us the opportunity to respond to this complaint. 
  
  Sincerely,
  
  
  
  /s/ **************************;

• Initial Complaint

  Date:06/01/2023

  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 requested a refund due to cancelling membership on 8-22-22. Refund of $26.25 is owed. I have called many,many times and always receive a different excuse as to why I haven't received it. At this point I feel because of lies, the frustration, and excuses I should receive more. I feel $20.00 a month since Sept 2022 would be fair. I don't understand how a billion dollar company can't send me what is owed.

• Initial Complaint

  Date:06/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a 5-day all-inclusive tour through RCI-Promotion to ******************* from 1/28/23 to 2/1/2023. The reservation # was RCV050592. They mix up the reservation, and asked me to book another hotel to stay and told me that they will take care of the fees that have arisen from their mismanagement. I sent them receipts of the fees on Feb. 3, 2023, and they confirmed the receipt and said it was in process of reimbursement. However, there is no response up to date. Called and emailed them many times since April 2023 but no answer.

  

  Business Response

  Date: 06/05/2023

  *************************
  BBB of Central *******
  ***********************************************
  ************,** *****
  RE:  *********************
           BBB Case # ********

  
  Dear **************:
  
  I am a ************* Specialist with ***********************************************.  Please be advised that your email of June 1,2023, concerning the above referenced matter has been forwarded to my attention for further handling.  I write in response to your email.
  
  RCI did a thorough search and was unable to locate an account for **********************  In addition, the reservation information provided is not consistent with reservations made through RCI.  *********** name provided, RCI-Promotion, is not the same company as RCI. 
  
  We would encourage ********************* to contact the company they did business with on this transaction if a request for refund is what they are seeking.  They may also check their credit card statements to get the contact information for the company.
  
  Thank you for giving ** the opportunity to respond to this complaint. 
  
  Sincerely,
  
  
  
  /s/ **************************;

• Initial Complaint

  Date:05/26/2023

  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.

  My family and I arrange transportation from the *** Airport to Bahia Principe Fantasia Resort with RCI and Sapphire. We missed our flight on May 20th, so I called to inform them that we will be arriving on May 21st; to please make adjustments for someone to pick ** up at the airport. No one was there to pick ** up at the airport. I have made several attempts to get my money refunded to me in the amount of $139, but they continue to give me the runaround.I communicated with a representative by the name of ***************************** by email and she sent the request over the RCI help desk, but I still have not received a call or respond regarding my refund. All this can be verify in the email communication for refund.

  

  Business Response

  Date: 06/12/2023

  Dear **************:
  
  I am a ************* Specialist with ***********************************************.  Please be advised that your email of May 26,2023, concerning the above referenced matter has been forwarded to my attention for further handling.  I write in response to your email.
  
  RCI was able to work with the company that handles the transportation to agree to refund 50% of ****************** fees.  RCI posted a coupon on the members account in the amount of $70.00 to cover the remaining amount paid by ****************** for the transportation.  ****************** agreed to this resolution via telephone.
  
  Thank you for giving ** the opportunity to respond to this complaint. 
  
  Sincerely,
  
  
  
  /s/ **************************;

  Customer Answer

  Date: 06/12/2023

  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

  Date:05/20/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Oct. 10, 2019 I upgraded and renewed a Travel Certificate which I would usually do every year for travel. I paid $2,999.99 for the certificate which included 7 day standard Cruise for 2, a Standard 3 or 4 Day Cruise vacation and a 7 day Resort Certificate, Certificate #2ZCJ95BZ. RCI would debit $146.61 as payment every month from my bank account until full payment was made. The certificate could not be used until it was fully paid. The certificate had to be reissued and postponed when I fell sick and under going chemotherapy after 2019. I paid reissue fees and cancelation insurance fees for the cancelation. In 2020 and 2021 it had to again be canceled due to the ***** pandemic. In 2022 RCI called one week prior to Check in for a 7 day vacation to the ****************** which they claim I made a reservation for. I was supposed to cancel 30 days before the vacation for re-booking. I did not know of the reservation made and I had already paid the cancelation and rebooking insurance fee of $89 that would guarantee the rebooking. RCI refused to rebook the certificate, which I always rebooked for ****** not the ****************** and they kept the entirety of the $2999.99 payment made to them. Complaints made to RCI by phone and by email December, 2022. A claim has also been file with the ******** ******************

  

  Business Response

  Date: 06/23/2023

  Dear **************:
  
  I am a ************* Specialist with ***********************************************.  Please be advised that your email of May 20,2023, concerning the above referenced matter has been forwarded to my attention for further handling.  I write in response to your email.
  
  The Travel Certificate **************** describes is a product of RCIs third-party vendor, Arrivia.  RCI reached out to Arrivia and was advised that they did contact **************** and provided her options to reinstate her certificate.  We would encourage **************** to to continue to work with Arrivia for any other concerns she has with her certificate.
  
  Thank you for giving us the opportunity to respond to this complaint. 
  
  Sincerely,
  
  
  
  /s/ **************************;

• Initial Complaint

  Date:04/11/2023

  Type:Delivery 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 received a letter from RCI last June to make my home week reservation for 2023. I called and went online and I was told ut was too early to make the reservation. I can make the reservation 13 months ahead of time. I then waited until October of 2022 to make my reservation for 2023. I was advised I need to renew my membership subscription in order to make my reservation for 2023. I advised I was a credit card fraud victim and to send me an invoice and I would pay my membership renewal fee by check. I have requested the invoice since last October and did not receive the invoice until April 3rd. I was trying to make my home week reservation so I gave in and gave them my credit card information and hoped I would most become a credit card fraud victim again. I was told my home week was not available but they would give NY another week instead. Today I received an email that I owe them $269 because I am not staying there my home week. I was assured that the reservation was a replacement for my home week and I would not have to pay any fees for the reservation. RCI is now requesting that I pay the $269 before I can stay at the resort. In the past I would pay 5 years at a time by check and now that RCI has a agreement with Vacation Village to coordinate their vacation rentals I have been having a problem making my home week vacation reservation since Vacation Village took over administration of the time share rentals.

  

  Business Response

  Date: 04/11/2023

  Please see RCI's response, attached.  Thank you.

  Customer Answer

  Date: 04/12/2023

  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

  Date:04/04/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made false promises about time line of sales pitch. Made false statement of where vouchers could be used. Felt like we scammed all around from the people who approached to the people who give vouchers. Found out vouchers were not what was stated. Falsely advertised time of event and where the vouchers could be used. I make $75 an hour. You promised 30 minutes it was two hours. The body exhibit was promised to be user at *****. Only good at *****'s had to pay $56 out of pocket. Pampas was told would be free meal. They charge via the voucher 18% gratuity + taxes. Mislead to say the least. My time is money and I wasted time and money with RCI and their pushy, rude, unprofessional and dishonest representatives. Pay me what you lead me to believe was $335 in my time and you empty promises. Im so glad I didnt buy into you properties. I can only imagine how goofed I would have gotten.

  

  Business Response

  Date: 04/20/2023

  Please see RCI's response, attached.  Thank you.

• Initial Complaint

  Date:04/03/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Entered ongoing search for vacation in June 2023 approximately 5 months ago. With no matches, I was informed by RCI that I would need to deposit more points. I did so (paying numerous fees) and then was told by RCI that I could not use the additional points until the start date of December 2023. Per our contract, "You may request check-in dates beginning AS EARLY AS ONE YEAR PRIOR TO or as late as two years (up to three years with deposit extensions) following the start date of Deposited Vacation Time". At some point, RCI changed the rules for newer members who signed a contract with the new rules that don't allow you to check-in "as early as one year prior". This does not apply to **. I have provided our contract information and been told by numerous people that they can't override their system to allow ** to use our legally entitled points now and they have refused to contact anyone who can fix the error.

  

  Business Response

  Date: 05/10/2023

  Dear **************:
  
  I am a ************* Specialist with ***********************************************.  Please be advised that your email of April 3, 2023, concerning the above referenced matter has been forwarded to my attention for further handling.  I write in response to your email.
  
  The dates tied to a deposited week with RCI has always been 1-year prior to the start date of the deposited week up to 2-years following the start date of the deposited week.  This is not a new rule and has been in place since before ************** joined RCI.
  
  A supervisor with RCI has been working closely with ************** on assisting her with her requested vacation destination. Several options have been provided to her for the month of June.  In late April, the member changed their dates to May and our supervisor has continued to work with her on a resolution.  This supervisor is the best option to work with on this matter so we will be closing the file on our end. 
  
  Thank you for giving ** the opportunity to respond to this complaint. 
  
  Sincerely,
  
  
  
  /s/ **************************;

• Initial Complaint

  Date:03/13/2023

  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 received a the Subscribing Membership Renewal Notice in the mail indicating a prior balance due as of 2/16/2023 of $72.I called RCI and waited on hold for over 10 minutes. The *** explain the fee was for extending RCI points during the pandemic and per the RCI policy. When I asked to speak with someone about refunding the fee she indicated to send an email to feedback @RCI.com. No person at RCI would be able to resolve the issue via phone. I sent the email to *********************************** on 3/13/23 but the entire interaction prompted this complaint. As a consumer I don't appreciate being charged for something I did not agree to and/or for RCI to create a policy as an explaination as to somehow make this unauthorized fee acceptable. RCI should understand this type of fee/policy is not focused on customers, it focused on profits. In addition to charging a fee consumers did not agree to, RCI does not make available anyone to resolve the issue. Why I should spend this time trying to get RCI to do the right thing. Do better RCI.

  

  Business Response

  Date: 04/10/2023

  Please see RCI's response, attached.  Thank you.

  Customer Answer

  Date: 04/20/2023

  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

  Date:03/01/2023

  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.

  26 Feb 2023 $289.00 redemption fee On 26 Feb I called the RCI reservation number and entered into verbal contract (they state at the beginning of the call that it is recorded) with the RCI representative to reserve a 1-bedroom unit at ************************* from 6 to 13 October 2023. She took my credit card information and charged my account (screenshot attached) and said I would get a confirmation email shortly. I waited several hours and received no email so I called the number and had another representative look for the reservation under my account number. She said there was no reservation made and no payment received. When asked her to then book the same reservation that I asked for previously she said it was no longer available and only studio rooms were open. The studio was not available the dates I had originally requested. I sent an email to the RCI feedback address and was told the same thing no 1 bedroom units available for the dates requested on for the month of Aug and December now. This is the first time that I have been told misleading information from their reservation reps. *** even their customer service **** ****************** eCommerce Specialist was unwilling to assist in honoring my original reservation and provided no meaning for response except take the studio and pick a date 2 months before or 2 months after your requested date. They are running a verbal scan do direct customers to their low usage, less desirable locations while advertising and providing initial confirmation that they higher end locations are a possibility... until you go to complete the transactions. Then oh it just filled up or that one is eligible based on your Extra Vacation voucher.

  

  Business Response

  Date: 03/07/2023

  Please see RCI's response, attached.  Thank you.

  Customer Answer

  Date: 03/09/2023

  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,

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