Complaints

This profile includes complaints for Club Esprit's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Club Esprit

  8121 Center Run Rd Indianapolis, IN 46250-1945

  
• 

  Club Esprit LLC

  4860 Blazer Pkwy Dublin, OH 43017

  
• 

  Club Esprit LLC

  32901 Middlebelt Rd Ste 700 Farmington Hills, MI 48334

  

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:02/25/2025

  Type:Service or Repair 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.

  We want to end contract early as we feel we have been scammed nothing they offer is beneficial lied about services and discounts . We have compared so many not one time found a deal . And do not have better prices than normal rooms or vacations . Also **** near impossible to get into website as it s entirely to slow making it a task just to view what you bought into . . This is a scam also never received cruise promised and lied about those as well you have to be offered sit through more sales pitches more things to get the free stuff this is a scam and should be stoppped

  Customer Answer

  Date: 03/04/2025

  I just received a email from this company threatening an attorney and using words very dangerous which I take as threatening is this supposed to happen I. This manner as I thought this was a consumer way to reach out safely for issues and concerns ?

  Customer Answer

  Date: 03/05/2025

  Heres more proof that what they offer and dont deliver when signing up . 

  Business Response

  Date: 03/06/2025

  This BBB complaint is false and defamatory.  If you are really looking to utilize the product and not just throwing absurd false statements, then we will be more than willing to show you how to maximize your membership to get the maximum value (which we have monthly member orientations to help members maximize what they purchase and you never signed up for one?).  The below comment, 1. You have never sent us an email or any communication that you cant find competitive pricing vs what the general public has access to?  Thats a false statement because our feeds have wholesale rates. Also, if you are checking on ******* or any other travel aggregator you have to go to the check out page to see the actual pricewhy? because they add in ancillary and additional fees.  2. If you were to find something cheaper (which would really be rare but does happen time to time on non traditional vacation destinations) we have the 110% price guarantee, which you would get back the 110% of the savings by following the process on the website. 3. You have a condo week that came with your membership that you havent even attempted to use yet? That alone has a retail value of $2000. We are the good guys, and I will not tolerate your slander just because you are upset that youre not utilizing the great product you purchased or trying to find a way to get out of your obligation. If you want help you can reach out to *** at ****************************** or ******** at *********************************** or call the number thats all over the place ************ to utilize youre membership. 

  response to the attachment :

  This is not our company. We utilize a third party company to purchase thousands of promotional trips as incentives. According to this email ******** was trying to help her with the company. Per the company Ms. **** was not following the rules of the promotional trip. We would be more than glad to act as a liaison and help Ms. **** take her trip within the guidelines of the promotional trip. 

  Customer Answer

  Date: 03/06/2025

  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. 
  
  Seems the email he sent me using the terms I used very dangerous words threatening me I see he left that out of the one he put on here .  No matter how he explains it anybody can look it up and compare and is is not useful and what they offered was false we were following exactly what they gave us .  So no I am not satisfied and even more dissatisfied with his personal email to me when he was concerned I reached out to BbB it is not worth investing in sorry I will not change my opinion based of the owners threats .   
  
  Regards,
  
  ****** ****
  

• Initial Complaint

  Date:01/28/2025

  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.

  When you are there they give vague information. They will take your ID. Figure they checked you out completely. Before the sales pitch. Just let them go through the motions. Say no. About 5 times. Tell them now isn't a good time. Say no again. You might be taken to a very small room. Now here's where the real pressure comes in. The last sales pitch will be given. They go from $25k to $15k to $5k all way down to just $350 if you hang in there. Of coarse you are never given the chance to consider. It has to be now, tonight. Never buy anything when they won't let you go home and think about it. Very high pressure sales. Just say no. Oh and the free Cruise forget it. They give you a registration form and request you send Triprezzy a check for $299 for a deposit. Can't use a cc . No that would make it possible to get a refund. Who is Triprezzy anyway? Can't find anything on them @ all. Certainly feel sorry for those who can't say no and end up paying thousands of dollars to these people.

  Business Response

  Date: 02/18/2025

  We take customer satisfaction seriously and would like to clarify several inaccuracies.
  First and foremost, our company offers a variety of vacation membership levels to cater to different customer needs and budgets. The pricing structure is based on the level of access, benefits, and inclusivity of each membership. The $350 referenced in the complaint is associated with a sampler, which is designed to allow potential members to experience our services before committing to a full membership. This is a distinct option and should not be confused with our full membership offerings, which have different pricing tiers.
  Sales Process & Customer Decision-Making
  We want to emphasize that customers are never required to make an immediate decision. While we do offer exclusive first-day incentives, which provide additional savings for those who choose to enroll during their initial visit, a membership can be purchased at any time.
  Additionally,we strive to maintain a professional and informative sales environment,ensuring that all information regarding memberships, pricing, and benefits is clearly presented. We do not engage in high-pressure sales tactics, and our sales process is structured to give customers a thorough understanding of our offerings.
  Trip Rezzy & Payment Methods
  The complaint also raises concerns about Trip Rezzy and the check requirement.Trip Rezzy is a well-established travel provider that facilitates vacation packages and benefits for our members. The $299 check requirement is an industry-standard practice among travel aggregators, as it helps keep costs lower by avoiding high credit card transaction fees. However, we ensure that all terms and conditions are made clear to customers before any commitment is made.
  ID Collection Policy
  As part of our security and verification measures, we may request identification upon arrival and that we are giving the gifts to the right person. This is a standard industry practice to ensure the safety of our guests and maintain the integrity of our promotional offerings.Customers personal information is handled securely and is not used for any purpose beyond necessary verification.
  Promotional Travel Offers
  Regarding the mention of a "free cruise," we offer various promotional incentives, including discounted or complimentary travel opportunities. These offers always come with clear terms and conditions, which are disclosed to customers at the time of presentation.
  Our Commitment to Customer Satisfaction
  We take pride in helping families save thousands of dollars on travel through our platform. Our mission is to make vacationing more accessible and affordable,providing our members with high-quality experiences at a fraction of the price. This complaint was not accurate and customer omitted information we feel intentionally. I am not sure how many complimentary cruises with airfare this customer has taken however this is a great promotion to those who like to travel! 

• Initial Complaint

  Date:01/03/2025

  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.

  We attended a seminar in Nov 2023 and signed up for this program. It was very much a bait and switch. We joined under the guise of discounted airfare and cruises. We wanted to see what types of discounts there truly were while we were there and that wasn't an option with the agent for some reason. We were unable to use the site until after the 3 day ROR and so we've just accepted that we had to pay for it but they've overcharged us on more than one occasion and we can't seem to get anyone to resolve the issue. I spoke with someone last week and now they wont return my phone call. Also Club Esprit doesnt do their own billing so when there is an issue they have no idea what's going on. We're not using nor have we ever used the service. They charged us $5000+ but if we decide we no longer want the membership which is a recurring $30 fee then we are forced to pay the remainder on the loan immediately. No one can explain what Im getting for the $5000 fee and the link I was given for our contract no longer works so I can't present it to our lawyer to work out what we are paying for with this loan. I'd love to cancel this loan. They can keep what I've already paid and Im not interested in a refund. If they want the remainder of the loan paid then I will seek other recourse as there is no value gained in the weird pyramid, Ponzi scheme .

  Business Response

  Date: 01/10/2025

  Dear ******, 
  Thank you for taking the time to speak with *****, one of the owners of Club Esprit. We appreciate the opportunity to address your concerns and provide clarity regarding the issues raised in your complaint.
  We would like to address several points to ensure accurate information is shared:
  Sales presentation and incentives: Club Esprit offers incentives for attending our sales presentations, and we always honor these gifts. No one is obligated to make a purchase during the presentation. Additionally, we showcase live inventory during these sessions to provide transparency and give attendees a clear understanding of the options available.
  Membership activation and access: While it may take a few days to activate your login for our travel platform, new members are contacted by our New Member Manager the day after joining. Our goal is to assist with booking travel as soon as possible, often within a day of purchase.
  Billing issue: Regarding the $29 billing issue, ***** personally contacted you to review the transactions and explained that the discrepancy was due to a timing issue with payment processing. Our *************** team had escalated the matter to our billing company earlier that day, and the overcharge has been fully refunded.
  Missed calls: We have no record of missed calls from you, but we encourage you to reach out again if there are any unresolved concerns. We are committed to assisting you promptly.
  Financing and fees: To clarify, you purchased a $3,000 package with a $300 down payment and selected a financing option for the balance. You have the flexibility to pay off your loan at any time without incurring a prepayment fee.
  Contract obligations: Your claim of wanting to cancel because you have not used the service does not align with the terms of the agreement. Much like purchasing a vehicle, non-use does not negate the financial obligation of the purchase.
  Pyramid or Ponzi scheme allegations: We take such claims very seriously and find them unwarranted. Club Esprit provides a legitimate travel membership designed to help individuals and families enjoy memorable vacations.
  We are proud of the services we offer and the value we provide to our members. Should you have additional questions or need further assistance, please dont hesitate to contact us. We remain committed to resolving any concerns and enhancing your experience with Club Esprit.
  Sincerely,
  ******** *****
  Club Esprit **************** Team

• Initial Complaint

  Date:12/26/2024

  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.

  April 7, 2024 I purchased a Club Esprit ************* Membership. I financed the membership with them and I financed the downpayment with Affirm. I was also provided a free trip, with a 3rd party provider, for attending. And two free (1) week vacations in the ** or Internationally. I was not told that the two (1) week trip locations could not be any location listed on the Club Esprit site or that they would use a 3rd party provider. I chose not to take the initial free trip because the 3rd party provider had terrible reviews, I did not complain to Esprit or ask for any restitution. After several months of various searches, I realized that they did not have great prices and I called to request a cancellation, not a refund. I was told that I would still have to complete my down payment so I decided to wait until I finished the down payment. I called to schedule my free week vacation and was told that I could not just select from the items on the site, but would be emailed a list to select from. I received the list and I would not have selected any of the locations. After reviewing my down payment balance with Affirm, I decided to take a loss and continue to pay the down payment, but cancel my membership. When I spoke with a Representative on Thursday, 12/26/24 I was told that I COULD NOT cancel my membership. I told her that I was told that I could but would have to continue making the down payment. She asked who I spoke with and I told her that I didn't remember, but it should have been recorded because I made an appointment. She said there was nothing that she could do and I could not cancel my membership until it was paid in full.

  Business Response

  Date: 01/10/2025

  Dear ***,
  Thank you for reaching out and sharing your concerns. We sincerely apologize for the frustration youve experienced. At Club Esprit, our mission is to create joyful, lifelong memories for our members, supported by excellent customer service.
  We want to address the specific points youve raised to provide clarity:
  Regarding the two one-week trips: You mentioned not being informed that these trips could not be booked at any location listed on the Club Esprit site. This information is clearly outlined in the acknowledgment page of your agreement, which you confirmed with your initials. Please see the attached documentation for reference.
  Concerns with the initial free trip: You mentioned choosing not to take the initial free trip due to concerns about our third-party providers reviews. While many of our guests have had positive experiences with this provider, we understand your hesitation. We wish you had shared your concerns with us at the time, as we would have been more than willing to assist and address them directly.
  Loan confusion: To clarify, when you joined Club Esprit, you agreed to and signed the necessary documents to secure financing. This included using Affirm for your down payment and financing your membership loan through Club Esprit. The agreement specifies that the membership can only be canceled once the loan is paid in full. At this time, your account reflects an outstanding balance of $4,842.84.
  Additionally, our records show that youve successfully utilized Club Esprits services, including rentals and hotel stays, and our team has actively worked to assist you in booking your Esprit Weeks.
  We value you as a member and are here to help resolve any remaining issues. Please let us know how we can assist further to improve your experience.
  

  Sincerely,
  ******** *****
  Club Esprit **************** Team

• Initial Complaint

  Date:08/08/2024

  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.

  My husband and I responded to a promotional letter to receive a complimentary ****** World, Universal Studios, or Sea World Vacation which included 3 days and 2 nights hotel accommodations, four airfare vouchers and four park tickets. Our appointment was on 8/25/2023. We had 6 months from that date to register our voucher, and were to travel within one year from the registration date. We registered our voucher on 11/20/2023 and booked our flight/hotel on 7/15/2024 (traveling October *****, 2024...only 2 of us). We have complied with their deadlines and paid the deposit. At the time of booking the flight/hotel, I told them that we wanted to go to ************. It was then that I learned that our certificate was only for the flight and hotel. I've had email and phone conversations with the manager of the customer service department of ********************** seeking to get the promised one-day pass into the theme park. I'm being told that because I've already booked my flight/hotel, they can't change the certificate. I just want the full complimentary package that was promised in the letter (see bold letter in the attached photo).

  Customer Answer

  Date: 08/15/2024

  Club Esprit has given us a check that will cover the cost for my husband and I to purchase a one-day ticket to ****** World. This is what we were looking for so are satisfied. No further action is needed thank you!

  Business Response

  Date: 08/16/2024

  The guest switched promotional offers when they came to the presentation and wanted the 48 states and airfare offer and didn't chose the ****** offer. As a sign of good faith and our customer focus philosophy I will go ahead and authorize the team to pay for two tickets. **** will reach out to you with the details 

• Initial Complaint

  Date:07/29/2024

  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.

  run away and dont waste your time. The gift cards are not actually gift cards and the cruise is another scam. You have to chase After some company that might give you a phone call after a few months and you have to pay a big deposit and a lot of taxes. scam, scam scam, run away. We received a certificate to redeem online. That put us in a weeklong queue to receive an email to select our preferred dates. Then we had to wait ***** days for a phone call to schedule a time to talk about the plans.They promised 2 gift cards of $100 each for restaurants but its a scam. Its not actual real money. It just gives you the option to get some discounts. Another scam of these criminals.Absolutely not worth it.

  Business Response

  Date: 08/12/2024

  We received the complaint from the consumer the very next day he attended the presentation. Before he came down, he received the direct mail piece that I have attached that says its a $100 dining savings card not a $100 gift card. Also we make consumer aware oof the taxes and fees three times before they come to our open house. Once in the mailer, second when they call us, we discuss in detail the amount they have to pay (which is recorded) and third they (consumer) receives a confirmation letter prior to coming down that covers all the details and requirements. I also have a copy of the recording that we covered this on the call. We will like this gentlemen is being deceptive, slanderous and disingenuous. This customer never registered his cruise or did anything (I spoke with the travel agency to confirm).  I will have management reach out to him one more time to see if we can come to a resolution.    

  Customer Answer

  Date: 08/12/2024

  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. 
  
  They promised gift cards, and thats a lie. You can listen to the recordings.

  They also promised cruise for taxes cost only, which is another lie. Since they already lied first time, I didnt want to risk paying the taxes and signing up for the cruise. I read a lot of bad reviews on them, so Im sure the cruise is another scam. 
  They delayed us as much as they can with giving us all that was promised.

  Im sure many people fall to their scam. They should be closed down immediately.
  
  Regards,
  
  Elad Aviran

  
  

• Initial Complaint

  Date:07/16/2024

  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.

  I received a post card by mail Called and scheduled appointment for prescription ** post card if you go to presentation alone you automatically get a free ***** for two with round trip air fare with the selected cruise options and flight locations When you arrive you fill out information and then you meet a sales member person and go back to hear a presentation.In the presentation the presenter makes the presentation sound like you are saving a lot of money by being a club esprit member verses not being a club esprit member. Questions could be asked and answered.After the presentation you are taken to a table with the sales person you met before and they trying to cont to show how you can save money. They sales person has a computer but my sales person had some technical difficulties for awhile before logging in. Eventually the sales person gets to the point where they tell you there is a 1 time fee that has to be paid in order to become a member not including monthly membership fees. The 1 time fee was over $15,000.00. I did not want to sign up because of the fee. So my sales person says hold on let me see what we can do for you. He consults his boss and I am offered 2 certificates that value $5,555.00 for each. That is over ****** in a free gift. The sales person also said try to have an open mind about this and I did.So I signed up and did not get to leave with a copy of my contact. I did not even receive an email and member service did send me a copy by email on 7/11. I was able to have access to my club esprit account that week.I played around on club esprit website to see what kind of deals are out there and compared to other websites where you can make same purchases. Overall, I found the information that was presented to me and the rest of the group deceiving. I did review KY statue regarding membership and cancellation and their clause is similar to KYs you have 3 days for full refund. I cannot attach all file more than 5mb

  Business Response

  Date: 07/30/2024

  This is a complete lie. This customer purchased and now is trying to get out of their Finacial obligation with us and making things up. Our legal team is involved with this one.  She is currently being coached by an ex-associate of the company on what to say.  The customer is in a relationship with the salesperson who worked for us. He (The ex salesperson) is in the process of getting served by our attorneys for all kinds of damages he caused to our organization. 

  Customer Answer

  Date: 07/30/2024

  Has the company addressed the issue of the dispute?
  
  
  *If not, why?
  
  
  No, I have asked numerous times for a full refund (recession) b/c the information that was presented in the presentation (my sales person did not present) was misleading and the company denies my request.  As a consumer I have the right to resend according to 1026.23 Right of rescission.  Instead, Club Esprit replies, You are obligated to the loan, you cannot get out of the loan.  I have even been harassed with multiple phone calls and emails combine in one day.  I will admit the example I gave in the attachment and email to club esprit may not be a good example, but as another example from that same hotel attachment  according to the contract you have to book a trip 3 weeks prior to your destination.  Whereas you can book 1 week, 2 weeks, or last minute prior to your destination on other booking sites with better prices compared to the 3 week prior booking if it was made under Club Esprit member website.  One week or days later after booking under a reservation under Club Esprit member website, the hotel will not have the availability on their website whereas other booking websites will. 
  
  
  
  
  
  
  *Has the company met the agreement they outlined in their response?
  
  
  No, I am not telling a lie nor making it up.  Club Esprits acquisition about the salesperson and me being in a relationship is inaccurate.  According the definition of a relationship, A relationship is a commitment that exists, usually between two people, whether they are romantic or sexually committed to being with each other.  

  Customer Answer

  Date: 08/01/2024

  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.]

  Has the company addressed the issue of the dispute?
  
  
  *If not, why?
  
  No, I have asked numerous times for a full refund (recession) b/c the information that was presented in the presentation (my sales person did not present) was misleading and the company denies my request.  As a consumer I have the right to resend according to 1026.23 Right of rescission.  Instead, Club Esprit replies, You are obligated to the loan, you cannot get out of the loan.  I have even been harassed with multiple phone calls and emails combine in one day.  I will admit the example I gave in the attachment and email to club esprit may not be a good example, but as another example from that same hotel attachment  according to the contract you have to book a trip 3 weeks prior to your destination.  Whereas you can book 1 week, 2 weeks, or last minute prior to your destination on other booking sites with better prices compared to the 3 week prior booking if it was made under Club Esprit member website.  One week or days later after booking under a reservation under Club Esprit member website, the hotel will not have the availability on their website whereas other booking websites will. 
  
  
  *Has the company met the agreement they outlined in their response?
  
  
  No, I am not telling a lie nor making it up.  Club Esprits acquisition about the salesperson and me being in a relationship is inaccurate.  According the definition of a relationship, A relationship is a commitment that exists, usually between two people, whether they are romantic or sexually committed to being with each other.  
  
  Regards,
  
  *************************

  
  

  Business Response

  Date: 08/12/2024

  This consumer is lying, and we have proof that she was involved with the sales agent, furthermore he was coaching her on how to be deceptive and get out of what she purchased. She canceled more than a month later. The salesperson she was with was a bad actor and was terminated from the organization. Even in her examples she submitted clearly outlined that we did nothing wrong and only try to help. 

• Initial Complaint

  Date:06/16/2024

  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 6/2/24 I called Club Esprit to report a significant change in hotel rates. We were told when we signed up for the vacation club that the hotel rates never change.They showed us slides from different times of the year, including holidays of different hotels to prove that hotel prices are always the same. We were getting ready to move our son from ** to **********, we were watching the weather due to flooding. I went to book the hotels I had previously looked at, when I went to book the prices were sufficiently more. I left a message for ******** at Club Esprit.When I spoke with her she wanted to make it right and asked that I send proof of the price change,I did. The next day, ************************* from Club Esprit emailed wanting to know my concerns, I emailed back to let him know I was driving & had already discussed in great detail with ******** & to please talk with her. I sent him the reservation history as he requested. I never heard back from him again,until I emailed him on 6/6 asking him how to file a 110% price guarantee. Club Esprit guarantees they have the cheapest hotel rates & if not you get your money back plus 110%. I fell into that category, I looked at other sites and they were cheaper.I filled my claim and it was denied.I contacted ***************************, *************************************** Owner. I did not hear from **************, but **************** did email me back. I explained everything to him via email. I asked that he only email me as I have lost trust in this company. He wanted me to call, he said he wanted to make it right. I explained that I traveling that day, we were flying ******** had to work the next day. He wanted me to call and then he would email what we worked out. Still insisting he wanted to make it right. I called on 6/12/24 when I got off work, call went to voicemail. I emailed ****************. 6/13/24 I called again when I got off work, **** went to voicemail & still no response as of 6/16/2014. Apparently, they do not really want to make it right.

  Business Response

  Date: 07/18/2024

  ***************** enter into a agreement with Club Esprit. ***************** was in a binding agreement which she decided to purchase our lowest level membership. ***************** used the platform and said she found a hotel cheaper on another site. She never submitted the claim through our website which it clearly explains it to her. We believe ****************** is a bad actor. As you can see in my email what we did for ***************** in the attached email. At this point we have gone above and beyond for this consumer. 

  Customer Answer

  Date: 07/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response is incomplete. For your reference, details of the offer I reviewed appear below. 
  
  I agreed to having the account closed/membership terminated and our money reimbursed, however Club Esprit continues to take out money from our bank account. An email has been sent to them asking for review, we are still waiting on a response. Im sure this is just an error that is easily remedied.  We are also waiting on the rest of the money paid to Club  Esprit, we have received the $800 deposit back, which I did send a thank you email. 
  
  I  would like our account closed/membership terminated as promised, what was agreed upon carried through, and now the money that was taken out of our bank account after our membership was to be terminated be returned please. 
  Thank you

   

  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************

  
  

  Business Response

  Date: 07/25/2024

  ****, 

  We apologize for the frustration that you experienced while working with our Club Esprit team. Our goal is always exceptional customer service. Per your request we have cancelled and refunded the amount paid on June 24, 2024. Please reach out if you need any further assistance. We will be happy to help any way we can. 

  The Club Esprit Team

• Initial Complaint

  Date:06/06/2024

  Type:Service or Repair 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.

  Attended sales pitch as offered in order to receive a 8day 7 night cruise, we would be expected to pay taxes and port fees. When we activated our trip, it required a $998 deposit before it would even move forward on booking a cruise. This was broken down into $200 deposit and $798 taxes.

  Business Response

  Date: 07/09/2024

  All cruises/airfare have taxes and deposits to secure the reservation. The travel agency reach out multiple times to this guest. We also covered how the port fees/taxes and deposits work. 
  

  here is the response from the travel agency that books the vacations 

  Hi *****,
  
  I have reached out to ****** and ***************************** multiple times and was unsuccessful in reaching them to assist with their cruise
  
  Is it possible they have some kind of spam block on their phones?
  
  I can certainly keep trying.
  
  Kind Regards,
  KarenD 

  They have been trying for weeks to resolve whatever issue the ******* has been having. Thanks **********;

  Customer Answer

  Date: 07/10/2024

  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. 
  
  The business claims that they reached out to us and were unable to connect with us multiple times. When in fact, my husband did speak with them. We were not satisfied with their explanation of all of the fees. We also were not satisfied with the fact that we are unable to pick a cruise and date prior to paying the $1000 that they Require. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:05/10/2024

  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.

  My wife and I attended a presentation for the travel club and was promised a stay at ****************. I called to get information and was told the stay was NOT at ****************, but instead a "waterpark in the area" at an "offsite hotel". Please change this to Great Wolf Lodge as promised. Thank you

  Business Response

  Date: 06/10/2024

  Hello, the customer was promised Great Wolf tickets and not told they were staying at ****************. However, is the spirit of GREAT CUSTOMER SERVICE we went ahead and accommodated this customer. Here is the booking info.  
  
  **********************, **
  
  Thank you for choosing Great Wolf Lodge for your upcoming getaway. With 50+ activities all under one roof, endless memories await you and your family! In advance of your arrival, we'll be sharing tips and recommended activities for your stay. We look forward to seeing you!
  
  Reservation Details
  Name: James Pike
  Confirmation Number: 39408795
  Arrival Date: 08-24-24 anytime after 4 p.m.
  Departure Date: 08-25-24 before 11 a.m.
  Number of Nights: 1
  Number of Adults: 2
  Number of Children: 2
  Reserved Suite Type: Family Suite - features 2 queen **** and a semi-private sitting area with a full size sofa-sleeper. Suite comes with microwave, mini fridge, coffee maker, hair dryer.
  Occupancy 4
  
  General Policies
  At least one individual ********************************************** the suite. A valid ID must be presented at check-in.
  
  Please be advised that our resort is cashless.
  
  Lodge Information
  
  ****************
  *********************
  ***************
  
  
  
  

  Customer Answer

  Date: 06/10/2024

  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,

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