ComplaintsforClub Esprit, LLC

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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 response

  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

  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

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  07/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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 response

  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 response

  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

  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

  06/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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,

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

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4.24.24, we signed up with them in person on ************** in ******, **. He took our card and money. He mentioned he would be in contact with us. We asked him to cancel our contract. He said we had to mail it to a postal box. We are mailing it today. We want to cancel and would like our money back.

  Business response

  05/21/2024

  This BBB complaint is completely false and unwarranted. When a consumer buys, they sign a contract which states the cancellation policy, when and where to mail it to. It also covers when the consumer will receive a refund of their payment (10 Business days). I have attached a copy of the paperwork. She has been refunded in the amount of time per the contract she signed (actually sooner). So, there is no complaint at all. Club Esprit asks that this false complaint be removed. 

• Initial Complaint

  10/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My Fiance made an appointment with them and I was against it from the start. However, he needed me to go with him so I did. We went, we watched the presentation, it was expensive but we were interested in it and he was going to start a low monthly payment but he would've had to pay it off before we started and I asked them to give us a moment, they did. I told him, if they can promise us that we can use the airline tickets and ********** for our Vegas trip, I will drop the ************************************************************************************************* Vegas, he said ok. They come back, we explain it, the big boss, coach and receptionist all PROMISED us we could, we shook on it, I paid it and signed the contract. Not only can we NOT use it, the manager *** has supposed to call us now for 3 days, she hasn't, I cannot reach anyone in the office, I left a huge review. I feel scammed. At first, I just wanted their promise honored, now I want my money back because I feel scammed . I just need this looked into, my money back and out of the contract. I did my part, they did not fulfill their end.

  Business response

  11/15/2023

  *****,  
  We want to thank you for the time you spent working and talking with our team. And we apologize for the frustration you experienced. At Club Esprit, our goal is always to help create happy lifetime memories for our customers through our vacation club.   
  There was a misunderstanding regarding your Vegas vacation. Our standard requirement for utilizing the vacation gifting is booking outside of 45 days of when the gift was received. While working on your Vegas vacation, we realized you were wanting to travel in two weeks. Knowing we would be unable to fulfill that request, we reached out and presented an alternate option: A complimentary 8-day 7-night vacation stay. Unfortunately, at that point we lost communication with you.  
  We still are honoring the complimentary vacation stay despite the customer's loan payments and club dues are both outstanding.  
  A senior manager, ********, will be attempting to reach out to you regarding these issues and further steps we are happy to take. 
  
  Thank you,  
  The Club Esprit Team 

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 20 th my husband and I were invited to a grand opening for a travel club. We were promised 2 round trip airfare to anywhere in the ** and 100$ dinner card, a 3 day 2 night stay in any hotel we choose if we listened to there travel club spill for 120 minutes. We did that and it sounded real inviting.. I put my credit card down for the promise of a brand new package and my husband was going to pay 1100$ on the following Tuesday but we were rushed out the door full of promises and no documents of the agreement. No emails, no free tickets, no free vouchers and a bump dinners card for coupons on meals if you sing into a website. We will not be honoring anything that we have no proof of or documentation. We were mislead by the tactics by this agency and I have already spoken with legal representation concerning this. The travel agent was supposed to have went into my husband's and I email and signed contracts but there are no contracts on either of our emails. There is no emails from them but the invitation and promise of what to expect. No we are getting call for 1100$ and we have no documents. This will be resolved one way or in court. The information on the paper that was presented to ** was wrong. The spelling of my name and my husband's birthdate was wrong and we have nothing but a funky brochure I will not be honoring this scam of an agreement. What business don't give you proof of contract? I have already started to escalate this.

  Business response

  06/09/2023

  ***** received the promised gifts via email and text,(signed gift form attached), They were a ****** and we have been chasing them to pay according to the terms of the contract they signed. ( I attached the document history showing that both parties of the (*************************** Contract )digital singed the contract. Once the contract is signed then the digital contract is automatically sent to them.  I did not attach the 18 page complete contract due to sensitive customer information. As for the miss-spelling of the name the customer also signs a purchase proposal that has all of their personal information prior to contract creation, this is to ensure we have all of the correct customer information and the correct terms ( Signed Purchase Proposal is attached). We have tired to call many times with no answer, if they would have answered we could have covered any and all concerns. Our team has documented call logs on numerous contact attempts.  I have personally tried to reach out to the customer via email and phone several times with no response. Club Esprit always strives to provide high customer service and would love to speak with this customer. 

  Thanks

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a club package after being enticed into a free dinner, vacation package and week stay anywhere we chose. Weve paid why was owed including dues, submitted our certificate for the free vacation package and have not heard anything back from the company. We would like a full refund. We have gone to the site and was told someone would reach out to us but they havent. *** sent an email requesting assistance, nothing. Its been very difficult getting nothing from this company. We would like a full refund. We did what we where suppose to do it but the company has failed on their end. We were told we would be given paperwork, I have yet to receive it.

  Business response

  04/03/2023

  We are in receipt of the complaint and have contacted the customer. There was confusion on the promotional trip the customer received. We were able to resolve the confusion on the promotional trip. The customer was happy with the results. 

*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. ↩