Complaints

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

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  InnSeason Vacation Club, LLC

  75 Perseverance Way Hyannis, MA 02601-1816

• 

  InnSeason Vacation Club, LLC

  134 Menauhant Rd E Falmouth, MA 02536-7583

• 

  InnSeason Vacation Club, LLC

  639 Main St Ogunquit, ME 03907-3012

• 

  InnSeason Vacation Club, LLC

  26 Robbins Rd Falmouth, MA 02540-3551

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:03/14/2025

  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.

  I am a bit concerned about this letter as it was over 25yrs ago, and I don't know the sales person's name, etc...I just remember that it was approximately a 6hr sales pitch (10am - 4pm), each time I tried to go I was informed that I wouldn't get the free dinner/night stay if I left early, but that it was completely my choice to leave. The presentation was about the beauty of ***** and the reusability and dream vacations that could be had at the Falls of ********. The presentation itself was only about an hour, but then they handed us off to sales people, in individual rooms, where we couldn't talk to other folks at the presentation. And that's when the pressure ramped up. I was 22, and just out of college. I was there with my girlfriend, at the time, who was in a wheelchair (she has since passed away). The salesman even tried leveraging her health as a reason for why the property purchase was such a good deal, because of the handicap freedom offered by the property. He also said that it'd be a great wedding present and honeymoon. They gave us water and soda, but no food at the time. We were promised a lovely dinner once the sales discussion was over. It felt like we were having food withheld from us. I do remember that we were asking if we could hit the pause button so we could go get a sandwich or something, and I remember being told that if we left the property we'd lose our place in line and lose out on the amazing opportunity we were being presented, as well as the fact that we'd probably lose the chance to get the week we REALLY wanted.

  Business Response

  Date: 04/21/2025

  I'm sorry for the delayed response, but I personally had to leave the state to help a family member and was out of the office much of the last two weeks.

  That being said, this complaint is not in regards to the InnSeason Vacation Club, but his ownership at the Falls at ******** Resort in *****, also run and managed by InnSeason Resorts.

  This letter really is vague and doesn't constitute a BBB issue in my humble opinion.

  I"ll reach out this gentleman when I'm back in the office at the end of the week to attempt to help him with his options for something he bought 25 years ago.

• Initial Complaint

  Date:02/20/2025

  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.

  Dear Better Business Bureau,Contract#- ****** I am writing to formally raise concerns regarding an ongoing issue with InnSeason Resorts, specifically involving their Purchases Relations Manager, ***** ********.During a high-pressure sales presentation, my family and I were misled into signing a timeshare agreement under the promise that it could be canceled at any time. We had no intention of making this purchase, but the aggressive tactics and false assurances led us to act against our better judgment. When we later attempted to cancel the agreement, as promised, our request was ********* a 90% disabled military veteran, my family and I are already facing significant financial hardships, including medical expenses. Seeking a reasonable resolution, we reached out to request contract cancellation. However, Mr. ******** not only rejected our request but also violated our privacy by researching personal details, such as our property on Zillow and my LinkedIn profile. This behavior feels invasive and unprofessional.The verbal guarantees made during the sales presentation directly contradict the inflexible terms of this contract, which we signed under undue pressure without adequate review. This situation has caused my family considerable stress, and we are asking for your help in mediating a fair resolution.I respectfully urge InnSeason Resorts to honor the promises made during the sale, cancel our timeshare contract, and resolve this matter equitably. Thank you for your attention to our concerns.Sincerely,**** ******************** ********

  Business Response

  Date: 02/20/2025

  This complaint is the definition of insanity.  Doing the same thing over and over again and expecting different results.  This consumer purchased an entry level program for the Vacation Club and the monthly is a very modest payment under $120 per month for a household that reported above average income.  Yes, the consumer is a military veteran and we appreciate his service to our country; however, he acknowledges that any disability he had from his service were present PRIOR to his purchase with my company.  So, the disability claim is more of a smokescreen since it is not a new revelation.

  Again, the consumers who have entered into a contractual agreement with my company and the lender, stated this was affordable and was aware of his disability then 6 months later purchase a $900,000 home, which is lovely, spacious and on an acre of land.  I'm happy that they have a beautiful home, but the consumers then come to my company and say, "we can't afford your program any more and we need to be released from it".  It's part of any company's duty to investigate the circumstances of the claims and looking up a new purchase of a $900,000 home is kind of an important fact that was omitted in the request to escape the financial obligations they agreed to less than a year earlier.

  Yes, I looked to see if the consumer is employed, sort of fits the bill of due diligence and yes, I looked up his Linked In profile and it revealed he has a successful position for a luxury building company in the ****** area.  The facts don't jive with the claims that they made in an attempt to be released from the ownership and loan obligations to the lender.

  He's made complaints to the Attorney General's offices as well, but they did not side with him since it's a contractual agreement they entered and there is nothing to support any misrepresentations.  In fact, the claims that they could cancel at anytime is directly contradicted in writing that they signed and initialed in several documents.  

  I wish he and his family well going forward and our company continues to offer our assistance in helping this family better understand and use the program they purchased to take some memorable trips with their family for years to come. 

  Customer Answer

  Date: 02/21/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:02/11/2025

  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.

  am reaching out to file a formal complaint against Inn Seasons Resorts Management regarding a problematic timeshare agreement that has been a source of ongoing distress for my family and me. When I entered into this agreement, I was assured by a representative named **** that we would enjoy valuable vacation opportunities and a complimentary trip, which was a key reason for my decision to invest. Unfortunately, these promises have not been fulfilled. When attempting to utilize the "free trip," we were unexpectedly faced with substantial airfare costsa detail conveniently omitted during the sales pitch. This was my first encounter with what I now realize to be misleading practices.The situation worsened with our repeated attempts to book vacations through the timeshare. Despite assurances of availability and flexibility, our efforts to secure accommodations in places like *****, ********, and various locations in ******** have consistently been denied due to alleged unavailability, even when planning well in advance. These issuesthe misrepresentation, hidden costs, and inability to use the service we are paying forhave eroded any trust I initially had in *********** Resorts Management. This has also placed a significant financial burden and emotional stress on my family, turning what should have been enriching experiences into sources of frustration and regret.I am seeking your assistance in facilitating a release from my timeshare agreement with Inn Seasons Resorts Management.

  Business Response

  Date: 02/12/2025

  I have reached out to the customer to see if we can work out some resolutions for their ownership and obligations towards the Vacation Club program.

  Our goal is to have all of the club members to be able to use and enjoy their club points to book amazing trips and experiences to share with family and friends.

  There are thousands of options either within the *********** area with the club owned resorts with minimal planning needed to take advantage of the resorts within driving distances or to book with the exchange partner, ***, to book extra vacation getaways for as little as $309 for a full week stay if booked within 6 weeks of arrival or to use the points to book exchanges.  Of course, most of the ***** plus resorts in RCI are typically in resort destinations so I am not surprised that Dove ******** is not a hotbed for resort availability or even most parts of ********, unless we are looking at the Ocean City beach areas or Delaware beach areas.

  This is not the kind of thing to banter back and forth online in a public forum due to the contractual nature of the agreements that the customer has with the ********************, but we will work with the customer on helping them with options and assistance to learn more about the program and what other exit options they may consider.

• Initial Complaint

  Date:02/02/2025

  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.

  I am disappointed and frustrated with Innseason Resorts due to their lack of empathy and assistance in my attempts to cancel my timeshare contract. Despite months of reaching out and communicating with their representatives, I have received no viable options or guidance. Being ignored while being forced to give this company my money is unacceptable and it makes me feel as if my concerns are not taken seriously. My requests have been met with complete indifference and this is not the way to treat a paying customer who is in distress.I reached out to ****** and *****, the representatives I had been dealing with, with urgent requests for help, but their responses have been inadequate and neither bothered to respond to last message. It's concerning that a company with my money would handle issues this way, ignoring valid complaints and failing to provide necessary support. People should not be treated like this when they need solutions for heavy burdens like timeshare contracts. They sell these huge commitments to people and have them sign these contracts way too lightly, but they sure treated that contract much more seriously once I realized its not what was promised and made it clear I was taken advantage of. What they shouldve done is taken these concerns seriously and made it right, but theyve stood by the fact they have my name on a contract. I sincerely hope that sharing my experience here will prompt Innseason Resorts to respond and finally address my concerns with the urgency and consideration they deserve.

  Business Response

  Date: 02/03/2025

  I reached out to this owner to discuss her complaint since it seemed odd the way it was characterized and what i actually see the facts and timeline.

  Based on reading the complaint, it appeared maybe this customer joined at her first meeting with us and was overwhelmed and simply didn't take it too seriously or reviewed her financial situation while she was in her rescission period of ten calendar days.  Yes, all of the customers can go home, review all the signed documents, all of the provided reservation guidelines, all of the other provided disclosures and even log in and review our website within the first ten calendar days and if they don't think it's a good fit or they can't afford it, then they can send in a written cancellation letter that is mailed certified return receipt within that timeframe and they will not be obligated to the contract and receive a full refund of the monies paid at the time of the purchase.

  That does describe her first contractual agreement with the company back in April 2019 when she received an incentive offer for a 2 for 1 promotion for two weeks at the Ogunquit resort and tied them to the *** Points program.

  BUT....she later upgraded those 2 weeks into a summer week interval 37 at the Ogunquit resort in May 2020 when we MAILED out the upgrade documents for her to review, sign and return from the comfort of her home.  That offer also meant she would only pay 1 resort fee per year compared to the 2 resort fees for the original purchase, saving her about $650 per year in fees and her new week would be higher point valued and only a single resort fee each year.  On top the savings in annual resort fees, she also was given ****** bonus points and her interest rate was lowered by 2% on the upgraded contract, which is large savings over 10 years.

  So, she had the paperwork  mailed to her and she signed and returned the documents at her convenience and still had another ten calendar days from the date of her signature to back out of that upgraded contract as well, but she didn't cancel it out.  

  Once the customer agrees to the NOTE, which is a loan by a lender and is then serviced by a different provider, then the option to cancel is gone and the NOTE needs to be honored to sell or transfer the interval she purchased.

  It's not about my company having empathy for different folks situations, since we do not have the latitude to let people to simply waive away the contractual agreements and loan agreements with the lender; otherwise, the lender will ask for the remainder of the NOTE from my company if we interfere with the terms of the agreement.  

  I hope to have a conversation with the customer in the next few days, but this situation is not what has been presented by the customer at least from a review of the timeline and situation of what actually happened.

• Initial Complaint

  Date:01/01/2025

  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.

  On March 17th, 2024, ***** ******* and ***** ******** went to InnSeason Resorts - Harborwalk Resort (******************************************) regarding a 1 complimentary 1 night stay and gift certificate/card they had won via an online promotional contest. Neither ***** ******* NOR ***** ******** ended up using the 1 night complimentary stay, which was good for use until March 16, 2025. While at InnSeason Resorts, they were introduced to the business operations manager, ******* ****, who explained their business, InnSeason Resorts and that there was a promotion regarding their membership program. This program discussed having access to all of their InnSeason Resorts in ***********, and also the *** program, which permits additional hotel use around the country and parts of the world. Both ***** ******* and ***** ******** asked several times what the membership entailed, and confirmed with the business manager, that this was a membership which utilized points earned over time, and was not a timeshare program. The business manager confirmed that it is a membership points rewards program, and that membership could be cancelled at any time. However, this was not the case. When attempting to cancel, we were advised we were financially obligated in a 5 year mortgage and needed to continue to pay monthly membership fees and annual maintenance fees. However, we were not advised nor contacted by a financial institution regarding a mortgage, nor were we advised of maintenance fees. We also, were not able to utilize membership, nor able to make reservations to the program. We also are not sure what "area" we are mortgaging as we were not given or disclosed this information.

  Business Response

  Date: 01/03/2025

  The **nsumer entered into a legally binding agreement that provided a written disclosed cancellation period of ten calendar days that they initialed next to and signed below the disclosure.  Also, all of the other **ntractual documents were provided to the **nsumer for their purchase of the ownership into the InnSeason Vacation Club.  The claim that a sales representative told them they **uld cancel at anytime is not accurate and is in direct **nflict with the signed and initialed disclosures.

  Those same disclosures also state the amount of the annual club fees and there are other disclosures for the Promissory Note (not really a mortgage), but a loan to repay for the ownership into the InnSeason Vacation Club that provided you with a Points Certificate and all the governing documents for the ownership and the Vacation Club.

  Our team attempted to offer assistance to you and the ** owner; however, based on the notes, those offers for assistance was not accepted and there was a demand to be released from the agreement and the associated obligations, which again, were disclosed in writing and signed and initialed by you and the ** owner.

  This will not be a forum to address the **ntractual agreement details, but I will send a private email to the primary email address on file early next week and we can set up a day and time to review the agreement and the program.  We are **mmited to helping our new owners with better understanding and using the Vacation Club program, so I hope we can help you get some great trips and savings for years to **me with your new ownership as well.

• Initial Complaint

  Date:11/24/2024

  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.

  Initially drawn in because we won a free trip from a raffle style contest at the ************, we were promised luxury vacations for cheap prices and good availability. The salespeople were kind, but very pushy and didnt take no for an answer, even for people who straight up told them they cannot afford the service. I signed the contract the 15th of November after being rushed through the presentation. I decided after further reading that I was no longer interested in their product, so I decided to cancel. Nowhere, and I mean nowhere in the paperwork signed did it talk about cancellation policies or time constraints. I learned that from here, thankfully. So on the 20th of November I called (within the 10 day window) to cancel. I called the corporate office and was initially told I couldnt cancel, until I informed them about being within my 10 day window. They told me theyd **** on my profile I called within my window and theyd reach out soon. Two days later nothing yet, so I called again. They didnt even know who I talked to, and told me Id have to go through the resort in which I signed up with. Ive signed and dated a written notice of cancellation and put it in certified mail to your corporate office. Ive done my due diligence, called twice and even sent a written letter of cancellation. I want written confirmation of cancellation from this business. Ive disputed the charge through my credit card as well, and will take further action as necessary.

  Business Response

  Date: 11/25/2024

  Our team received a call from the customer on November 20th asking about the cancellation process.  We made notes in our system and put it on HOLD immediately.  Our corporate team sent an email to the sales director to reach out, whose notes state he played phone tag with the customer, but that was disputed by the customer.

  Our office did provide a written disclosure of the cancellation/refund policy that was initialed and signed by the both customers along with the same disclosure was made in two other documents that was provided, so we had a chance to review that with the customer and he just didn't see it when he reviewed the paperwork afternwards.

  I don't see notes of our team telling the customer "you can't cancel" since it's disclosed in writing and we honor the agreements and will provide a refund as outlined in the Terms and Conditions (within 30 calendar days), it will be done at the end of next week and I sent an email to confirm the cancellation and refund process.

  There may have been some communications issues on our end, but at no point did our company refuse to allow the cancellation and the formal letter to cancel just arrived at our corporate office this morning.  We appreciate the chance to show our programs to our guests and if there is a communication misunderstanding, then we strive to improve the way we respond so that the customers are not nervous about their rights.  

  Customer Answer

  Date: 11/25/2024

  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** ******

   

  In response the the business, they did in fact have a spot explaining the cancelation information within the contract. For future reference to others reading this, its near the bottom of the page you initial about 13 times. We had the pleasure of discussing this, and some sort of communication issue came up where I didnt receive the messages on my phone, neither of us know why. All communication involved has been extremely pleasant and professional. They didnt try to sell me their product anymore nor gave me a hard time leaving. They were all very supportive and relatable to my situations. I appreciate their help and hope to do business with them in the future when Im financially able to do so. 

• Initial Complaint

  Date:10/13/2024

  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.

  Our experience with InnSeason Resorts has been frustrating and unsatisfactory, and we seek immediate resolution. Since our initial contact with InnSeason Resorts, we have been given the runaround regarding our request to terminate our timeshare agreement. Specifically: ? We contacted the timeshare office by phone and email and were directed to ***** ********. ? ***** ******** informed us that he did not handle terminations and instructed us to contact ****** ****. ? Despite following up as advised, we continue to receive inconsistent information and no clear path to resolve our issue. We are extremely frustrated with this process's lack of assistance and transparency. We are no longer willing to pay on a timeshare we cannot use. We have been misled and want to exit the agreement immediately.

  Customer Answer

  Date: 10/24/2024

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 10/25/2024

  I reached out to the customer, who was provided the contact information for the loan department.  This customer is asking to be released from a contractual agreement that is not completed.  I will provide her crystal clear information on the ways she can exit her ownership, but just demanding to be released of the contract and the loan obligation is not one of those options.

  Our company will also continue to offer the customer the online demonstrations that help many owners with the learning more about ways to use the program she has and how to better use it for taking some memorable vacations.  In our experience, we find that those customers willing to let us help them to better understand and use the program, the more likely they will have continued success in finding some quality trips to take for years with friends and family members.

  This is a contractual situation, not one for a public forum.

  Customer Answer

  Date: 11/04/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  We acknowledge Mr. ********** offer to participate in a demo session regarding our timeshare agreement with InnSeason Resorts; however, after careful consideration, we have decided to decline this invitation.
  
  
  Our primary focus is to address the specifics of our agreement in writing. Therefore, we request detailed information on our remaining loan balance and any outstanding maintenance fees. Additionally, we need a clear outline of the steps to terminate our timeshare agreement officially.
  
  
  Receiving this information in writing will facilitate a swift resolution. We appreciate your cooperation in providing these details as soon as possible.
  
  
  Thank you for your understanding and prompt attention to this matter.
  
  
  Sincerely,
  ****** and **** ******
  *****************************
  Regards,

  ******

   

   

  Business Response

  Date: 11/08/2024

  The owner who made this complaint was put in touch with the Manager in charge of the Portfolio Loans and AR for resort assessments; therefore, she has a direct line of contact with ****** **** in regards to paying off her loan and payment of her resort assessments.  As to a path to termination, that would require the owner to follow the resort policies and Board approved guidelines through Resort Services, when the underlying loan is paid in full.

  We consider this matter closed for the purposes of the BBB, but our team will continue to work directly with the owners as we have done from the start.  

• Initial Complaint

  Date:10/09/2024

  Type:Order 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.

  InnSeason resorts Ogunquit. Long story short me and wife were told we won 8N7D vacation. Just had to pick up there. Because what we just been through vacation Sounded so perfect after 4hrs .Wife doubting it whole time . We signed a contract and 850 deposit. We want out and they say within 10 days I good . I sent overnight mail. And 4 emails within the first 24 hrs to no return.

  Business Response

  Date: 10/10/2024

  I reached out to the consumer, our manager ***** ****** told me that he called on Monday and again this morning, but maybe there was a mixup on the Monday message to the consumer.

  Our company provided a ten day rescission period and we will process the cancellation that was sent within that period and the consumer will get a full refund. I also made sure he has all of my direct contact information if there are any questions or issues.

   

  Customer Answer

  Date: 10/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:09/17/2024

  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.

  This is being brought to your attention about InnSeason Resorts regarding our deeply unsatisfactory experiences with both the timeshare itself and the customer service provided by the company, specifically by ***** *******.Our encounters with the timeshare have been extremely disappointing, failing to meet the expectations set during the sales process. Our interactions with ***** ******* have only exacerbated these frustrations. His responses to our concerns were unprofessional and left us feeling even more defeated and helpless in our situation.From the outset, we were led to believe a series of untruths. Critical information that would have influenced our decision-making was deliberately withheld. This lack of transparency has left us feeling misled and misinformed about the true nature of the timeshare agreement. The sales personnel were notably selective in their disclosures, intentionally omitting details that were crucial for a well-informed decision.Our experience has been marred by this lack of honesty and professionalism, and we feel compelled to bring this to your attention in the hope of finding a resolution and preventing future customers from facing similar issues.

  Business Response

  Date: 09/24/2024

  I have reached out to this owner in the past, but her complaint is not describing the situation or how things were disclosed in writing and that she indeed initialed next to those disclosures that she feels were omitted.  In our conversation in June, she admitted to me that she was not focused on the Members Acknowledgement of Representations which she now claims were not properly explained prior to her signing up and initialing next to each item.  Again, this was all done with the highest standards in the industry and the customer had a period to review their purchase documents and decide whether to keep it or cancel and get a full refund, but she never took the time to read the terms and now months later wants us to just pretend the contractual agreements should not enforced.

  I personally offered to spend as much time as needed to do an online demonstration to help her better understand and use the Vacation Club program, but she refused our assistance and only wished to be released from her financial agreements.  That's not possible after the rescssion period and the lender sets up the loan for the customer, but we will continue to offer our assistance to the customer and hope she becomes willing to let us help her to use and enjoy the program.

  Customer Answer

  Date: 10/07/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Innseason Resorts,
  Thank you for reaching out and offering assistance in understanding the membership. However, the core issue remains that the membership is no longer wanted.
  We acknowledge your point about the cancellation period, but we are disappointed by the ongoing emphasis on this aspect. Had we been fully informed about how the maintenance fees would operate, it would have significantly impacted our decision to purchase the timeshare. Unfortunately, the payment process was misrepresented by your associates, ******* R. ***** and ***** ******. They failed to disclose the complete responsibility for maintenance fees, which we were made to understand would only begin after the loan was paid off.
  Receiving a bill of $1,289.92 for 2024 maintenance fees in January was a shocking revelation, as it underscored the lack of transparency we experienced. This additional financial burden, compounded by the difficulty of booking vacations and incurring extra costs with ***, has made the ownership a heavy burden for us.
  It's clear that the promises made do not align with the reality, and we feel deceived. Furthermore, the 10-day cancellation period was not made clear until after our negative experience. Even if it had been disclosed earlier, it wouldn't have mattered because we couldn't attempt to book a vacation until 14 days after purchaseby which time the cancellation window had already closed.
  We find these practices to be deceptive and unethical, and we cannot stand by and retain a membership under such circumstances. We desire to disassociate from the company and are requesting your understanding and cooperation in facilitating this.
  We hope for a resolution that acknowledges these concerns and allows us to move on from this situation.
  Respectfully,
  ********* *******
  FAQ
  
  Regards,

  *********

   

   

  Business Response

  Date: 10/28/2024

  The annual fees and the right to rescind were both in writing, signed, initialed by the customer and they were provided a copy of everything.

  It's entirely the point to expect those who enter into a contractual arrangement to fulfill their end of the agreement.  Our team provided the pertinent information, it was then summarized in the Members Acknowledgments of Representations that required to be initialed next to 13 important items and signed at the bottom of the page.

  You stated to me on the phone you didn't read the documents due to having a toddler with you at the time; however, that is not a reason to be allowed out of the contract and the promissory note that you agreed to when you signed up.  Plus, you were given a cancellation period to review everything, but you didn't send in a request to cancel within the ten calendar days after the purchase.

  This can be dealt with directly with the company since this is not a forum for a contractual agreement to be aired in public. The end.

  Customer Answer

  Date: 11/08/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  

  Innseason Resorts,

  
  The dismissive tone in your recent response is unnecessary. This matter is far from resolved, and our grievances deserve ******* consideration, not dismissal. Our intent has always been to find an amicable resolution, yet your apparent unwillingness to consider termination leaves us with no choice but to seek recourse through consumer agencies such as the Better Business Bureau.
  Our goal is not only to address our situation but also to bring awareness to potential purchasers who might fall victim to similar tactics. It is clear that your sales team, including ******* R. ***** and ***** ******, misrepresented the terms of the timeshare agreement. Critical information was intentionally withheld until after the cancellation period, which is unacceptable and misleading. The fact that we were unable to begin booking our stays with Innseason or RCI resorts until 14 days post-signing further hindered our ability to uncover these omissions within the cancellation window.
  Had we been aware of these terms, particularly the annual maintenance fees and the full scope of the financial commitment, we would have never agreed to this, or we would have exercised our right to cancel within the 10-day window. This entire process has been a nightmare, compounded by the misleading information presented at the time of sale.
  While you mention the documentation was signed and initialed, the experience and communication during the sales process were misleading. This is not how the payment plan was explained to us, despite our repeated inquiries.
  We urge you to reconsider your stance and work with us towards a fair resolution. It is imperative to address such issues transparently and ethically, ensuring that future clients are fully informed before making such a significant commitment.
  Respectfully,
  ********* *******
  

   

• Initial Complaint

  Date:08/23/2024

  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.

  After purchasing our timeshare, we requested customer service to help us with the system but was informed that ***** ******** would contact us. Despite multiple attempts to contact *********** through calls and emails, we received no *********** February 2024, frustrated by the ongoing difficulties, we contacted the timeshare to cancel our contract. Mr. ******** replied, claiming he had sent an email with the necessary information in January 2023 to *********************** This was incorrect, as our contract lists the email address as *********************** This error highlights a significant lack of attention to detail on his part. Since acknowledging this mistake, Mr. ******** has been unresponsive to further communication attempts.On April 26, 2024, at 3:25 PM, we left a message for Mr. ******** requesting an update on our account status. After receiving no response, we called again on April 29, 2024, at 11:25 AM,leaving another message and asking for a callback. Unfortunately, Mr. ******** did not respond to either inquiry, demonstrating a clear lack of professionalism and disregard for customer concerns.We seek a formal apology from Mr. ******** for his negligence in addressing our concerns, and also request that InnSeason Resorts cancel our timeshare contract and issue a full refund. The product was misrepresented, and the company has consistently failed to provide adequate customer service and support.

  Business Response

  Date: 09/24/2024

  This couple purchased the program and later added a family pet to their home, but all of our resorts have a no pet policy due to health and safety of the other owners and guests at the resorts.    Unfortunately, the exchange company doesn't have a huge amount of pet-friendly resorts either, but thousands of our owners have still benefited and used the program to book some amazing vacations while finding temporary solutions to house their pets while they go on the vacations.

  Of course, the customer doesn't mention any of this information as the driving force behind their desire to cancel out of the contractual agreement and seek a refund when these facts were disclosed when they were at the resort.

  Yes, we did have a few hiccups on the communications between ourselves and I am partly at fault; however, this doesn't provide an opening to breach the agreement or to be released from the agreement.  We have a dedicated TEAM (not just me) who are available to assist and he didn't mention that he had discussions with many team members and the General Manger of the Club who also offered to help him with how to better use the program.

   

  Customer Answer

  Date: 10/17/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

  Dear Mr. *************** understand that your policy is to maintain a pet-free environment in your resorts, a rule we respected and were aware of when considering the program. We actually discussed with **** we had a 10 year old Lab, so we did not later add a pet to our family. **** had let us know this program had many pet friendly locations for us. However, our primary concern is not the policy itself but rather the numerous procedural errors on your end.
  We were not provided with crucial information upon purchasing the program because it was sent to the incorrect email address. Despite our attempts to rectify this discrepancy, we have been met with inadequate responses and a lack of resolution.
  Additionally, while communication issues were acknowledged, the extent of the mismanagement was not addressed. There was a breakdown in the information relay, which has left us dissatisfied and unable to utilize the program effectively.
  We maintain that these continuous errors breach the agreement initially entered into, as they have prevented us from accessing the full scope of benefits promised. Therefore, we firmly request to be released from the contract and seek compensation for the oversight and inconvenience caused.
  We expect prompt action and look forward to resolving this matter amicably.
  Sincerely,
  ***** and ***** ********
  

   

  Business Response

  Date: 10/28/2024

  I have sent the owners a private message with the options available to them if they wish to exit their ownerhsip of the InnSeason Vacation Club.  The end.