Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/31/2025

  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 have been a member since 1999 and typically pay year fee in March for the last 20 years. My account was deactivate when I tried to log in and pay this year. I called a number of times and ******** ******** advised me I would need to sign a new agreement for $519 per year instead of $219 per year. I have around 10 weeks of. paid vacation weeks unused and no way to refund. She said it's in my contract from 1999 when I asked for a copy she said she didn't have one. I asked for another employee or anyone above her and she said there was no one else. She was the rudest person I ever spoke to. This is not right! Been doing this for 20 years! Please help

  Business Response

  Date: 03/31/2025

  We appreciate and value transparency in all our interactions. Unfortunately, when a customer defaults on the Terms and Conditions of the contract and Service Fees, the account can be deactivated thereafter. All customers are aware that the Service Fee must be paid whether the service is used or not. We spoke with the consumer on January 2nd and she stated she would like to view the website for inventory first. We then sent several emails and called on January 17th, the call was answered and Ms. stated she was working and disconnected the call. Additional emails were sent, also voicemails were left advising of the account being delinquent. On February 18th, March 4th and March 13th emails were sent advising of the potential deactivation as well as voicemails left with no return call. The account was deactivated on March 17th.
  
  As stated, once the account is deactivated, that ends the relationship and obligations of both the consumer and the company.  That contract is now null and void.  When the client later contacted us to try to reactivate the expired contract, as a courtesy, we offered to reinstate the expired benefits but would only do so with a new contract, including the current terms and fees.  If this client would like to maintain a relationship with Travel Advantage, we will do so but under the new contract.  If not, we certainly understand.  We allowed ample time and made multiple attempts to preserve the original relationship.  Unfortunately, that is no longer an option.
  
  I understand this situation may be frustrating. I would like to continue to offer our assistance in resolving the matter, should you wish to reactivate your account.

  Customer Answer

  Date: 04/01/2025

  
  I am rejecting this response because I have paid in March for the past 20 years and never had an issue.  I receive numerous emails every week  from Travel 
  Advantage, the notices were the same email and was not apparent to me. I  went back and looked and saw an invoice from January and a email from March 13th and no where on there does it state a deactivation date.  They should put on the notice the terms... if the account is not paid ... account will be deactivated by x date and a new contract will need to be agreeed and signed so a reasonable person can understand.  In the business world people pay late fees which I believe my original contract states.  Since it's so old I need to get these papers out of storage, they said they no longer have a copy of my contact and I still have not receive the new one in which I requested. This company has accepted these payments for 20 YEARS at the same time and has become their regular business practice, in fact on two occasions they lowered my yearly fee. I have at least 10 weeks that have been paid for and if I don't agree with the new terms there is no way to refund what I paid for.  I'm not a lawyer but this just seems so morally wrong. The resolution I would like is to reinstate the original contract price as a courtesy and I will ensure my account is paid by January 1st every year going forward. 
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 04/02/2025

  Attached is an example of what I received previous when I have paid in March. "Vacation Privileges are suspended until the annual service charge has been paid".  NEVER anything about a new contract or an increase. I also attached an email where it was ok to pay in March these are older emails.  Again if I knew this could happen I would have made sure it was paid by January 1 each year.  This was not their business practice and changing their practice is unfair to customers without explanation of the consequences. 

  Business Response

  Date: 04/02/2025

  Providing the client a non-existent back door into the program is not an option.  The account was delinquent.  We made efforts to communicate with the client and, as clearly stated in our correspondence was that this account was at risk for deactivation.  The account has been terminated for failure to pay fees in a timely fashion.  As a courtesy, we offered an option to re-instate.  If the client would like to take advantage of that, we would still honor that.  Otherwise, we appreciate the years of being able to help this client take affordable vacations and thank her for using our services for so long.

• Initial Complaint

  Date:02/18/2025

  Type:Customer Service 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've been a TAN/Sunquest customer since 2003 and recently had a very frustrating experience. My account was deactivated without clear communication or transparency. I've been locked into my original contract since 2003 - Currently. My annual maintenance fee is due on December 1st, my CC on file was not active. I contacted TAN customer service on February 5th to settle up - not grossly negligent. They couldn't locate my name, account, or any information that my account existed. Subsequently, I was transferred to a manager (LaKendra). She was pushing/strong arming me to pay my annual maintenance fee for reactivation. A catch...when paying my annual maintenance fee, it would double annually plus a new contract would supersede my current 2003 agreement. I wasn't ok with this! The manager went on to say I was mailed new T & Cs, which I stated was never received. When my attorney contacted the manager, she indicated the new T & Cs were never mailed. TAN did call me in December, which I answered, but couldn't talk. I received several emails stating if I didn't pay my annual fee my account would be deactivated. Ok pay the annual fee for reactivation. TAN has lacked transparency of changes around deactivation which means new contract plus increased fees. The manager went onto say my contract is one of the most out of date and frankly least expensive of any TAN member. TAN isn't happy with my current 2003 contract. They want me to agree to a new financially incentivized contract in 2025 and beyond. Given the situation, it seems like there are a few key issues: 1. Lack of Clear Communication: I wasn't informed that failing to pay by the deadline would result in a new contract and increased fees. 2. Inconsistent Information: The manager mentioned new terms and conditions that I never received before February 5th 2025, and later admitted they were never mailed. 3. Unfair Treatment: Despite my long-term loyalty, TAN is pushing me into a less favorable contract.

  Business Response

  Date: 02/19/2025

  We appreciate and value transparency in all our interactions. Unfortunately, when a customer defaults on the Terms and Conditions of the contract and Service Fees, the account can be deactivated thereafter. All customers are aware that the Service Fee must be paid whether the service is used or not. We spoke with the customer immediately after his recurring payment failed. He insisted he would call us back when he has the time.  After not receiving a returned call, we continued to try and contact the customer, also sending statements for his account. Statements were sent on December 9th, 17th, 20th, 30th, January 8th, 20th and the 28th. Additionally, emails were sent on January 8th and 20th advising of the potential deactivation of the account due to the overdue balance.
  
  As stated, once the account is deactivated, that ends the relationship and obligations of both the consumer and the company.  That contract is now null and void. When the client later contacted us to try to reactivate the expired contract, as a courtesy, we offered to reinstate the expired benefits but would only do so with a new contract, including the current terms and fees.  We explained this to the client’s attorney and the attorney understood the situation.  If this client would like to maintain a relationship with Travel Advantage, we will do so but under the new contract.  If not, we certainly understand.  We allowed ample time and made multiple attempts to preserve the original relationship.  Unfortunately, that is no longer an option.
  
  I understand this situation may be frustrating. I would like to continue to offer our assistance in resolving the matter, should you wish to reactivate your account.

  Customer Answer

  Date: 02/26/2025

  Contract Terms: The original contract states that failure to pay the annual fee results in loss of privileges and service, but it does not mention “deactivation” or the need to agree to a new contract for account reactivation.
  

  Payment History: I've paid late in the past without consequences, which could establish a precedent for how late payments are handled.
  

  Harassment: Frequent contact from TAN could be considered harassment, especially if it goes beyond reasonable attempts to collect payment. Equally, in any communication from TAN it doesn't state a new contract would be put into place that supersedes my existing agreement. Its bait and switch. 
  

  Fee and Charges: My original contract specifies a fee of $263.74 plus a $3.00 late charge, and any attempt to force you into a new contract with different terms isn't justified.
  

• Initial Complaint

  Date:01/15/2025

  Type:Customer Service 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 have been members of this vacation club for many years, and unfortunately have never been satisfied with it. We filed a claim against them a few years ago & they agreed to refund us a certain amount of money & required us to keep 6 vacation weeks to use. We had scheduled 3 weeks in Maui, Hawaii around the time of the wildfires, & it had to be cancelled due to the situation there. This decision was not made by us, but by the condo where we would have been staying. We immediately contacted Travel Advantage Network to request a refund for the booking fees we paid of approx. $250 x 3. We were told all they could do was give us a credit towards another trip to be used in a short amount of time which we were unable to do. We also felt that we should have 1st choice on rebooking in Hawaii since this was not our fault. First we were told they would give us an extension on using the credits for approximately one month which still did not work for us. Eventually we were told they would refund the booking fees & send us a check. We wanted to rebook a trip for September, 2025, but were told it was too early & we should check the website for availability a few months later. We received no refund & when we tried to rebook later as they told us, there was nothing available in Hawaii for the rest of the year. When we called we were told they were never giving us a refund just an extension & "the properties in Hawaii book fast & it was too late". This is the worst customer service we have ever experienced & want nothing further to do with this company. We want a refund for the booking fees & the cash value of our remaining weeks. We have tried over & over to work with TAN & our problems are never resolved. We paid for those booking fees which they tell me now are forfeited & we paid for those remaining weeks so we feel due to the circumstances, we deserve to be reimbursed due to complete negligence on their part.

  Business Response

  Date: 01/23/2025

  We appreciate and value transparency in all our interactions. Our commitment remains to ensure every traveler receives a reasonable and timely resolution to any issue they may encounter.
  
  In this case, I previously spoke with the client and informed her that a full refund would be processed. Unfortunately, that payment was delayed. The check has been re-processed and has been put in the mail. Additionally, I assured her that I would work aggressively to resolve the matter and assist with rescheduling her 2025 Hawaii trip.
  
  Immediately, I informed her that I would contact her as soon as the property became available. Over the past several months, we have been unable to secure the specific dates she requested. I assured her that I would follow up with an option to ensure her preferred dates could be accommodated. The dates are now available and her Hawaii trip has been booked. Thank you!

• Initial Complaint

  Date:09/13/2024

  Type:Customer Service 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 have purchased 9-11 packages with TAN years ago. My former wife died in January 2011. I have not been able to take advantage of these packages in former years. I am remarried and retired and now can use some of them. I must continue to pay a monthly maintenance fee @ 23.00 @ to have an "ACTIVE ACCOUNT." In former years I was told I could sell any/all of my packages to anyone a chose. The buyer could send a notarized statement acknowledging the purchase and therefore assume the monthly obligation. I was told that I cannot and the only people I can use, other than myself, are members of my immediate family. I tried to resume payment of the monthly fee within the last three weeks. However, I was told the only person who could reinstate was a lady named LaKendra(?) At this point I want a copy of the contract to match it with original I have. I want to know what business is holding the @$5,000 in deposit we made years ago. It is clear from reading the complaints of others, that this relationship has potential legal consequences. Also, it is clear they employees are intentionally and deliberately not calling people back. It is bad enough that I have several thousand dollars tied up in this transaction, but also someone can purposely play with my resources and ignore me.

  Business Response

  Date: 09/25/2024

  I have been in constant contact with the customer to find the best resolution for what he wants to do with his package within the parameters of his purchase. We are currently working to reactivate this travel package, for the enjoyment of his travel benefits or to help him transition the benefits to a family member or friend.  We remain committed to providing him support and options and I believe, we have alleviated the anxiety he had which led to his pre-emptive complaint.    

• Initial Complaint

  Date:09/09/2024

  Type:Customer Service 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.

  Since June I have been staying in excess inventory units while waiting on my house to be completed. I stayed at ****** ** ***** ****** and when I arrived to the unit it was not ready so the manager told us to have lunch on her $20 for each person that is with me(6) that was the first week, then we finally got into the unit and my mom saw a roach I contacted the after hours number and they told me someone was going to come spray I told them I have severe asthma and I can't be around those chemicals that was not an option and so they booked us another unit at a nearby resort while they go in and spray but it didn't stop there when we got back into the unit we experienced the same thing again the unit was not yet ready so they told us to have lunch on them again, keep in mind I'm spending my money out of pocket and they're claiming they're going to reimburse me by sending me a check in the mail. I have text messages and the receipts that I sent so to shorten up the story we still saw more roaches. I contacted them again and they said they had nowhere to move us so I was stuck there in a so called vip unit full of roaches. We ended up move all of our things back into our cars lucky we had our cars there and then we left there and went to a different unit, that I already had booked and I asked the manager before we went back to the ****** ** ***** ****** did they take care of the problem she explained to me yes they did but of course they didn't got back to the unit, as usual the unit wasn't ready again roaches was still in the unit and then I finally suggested that they get a real Pest Control company out there and so they did and they told me to pay for a hotel and I had $200 per room because it was six of us. They said they was going to reimburse me and now they owe me about $700. Now their making up bogus damages up so I will have to pay $907 so they can offset the 700 that they owe me.I still had 4 weeks already paid for and they blocked me.I want all my money back

  Business Response

  Date: 09/13/2024

  We have been in contact with the customer on numerous occasions attempting to resolve any issues she raised. We coached and advised the customer and we urgently worked to resolve the matters. We moved her out of her unit and into a unit out of our network for the remainder of the week. The customer then reserved the original (problem) unit for a 3rd week. We were proactive as well as responsive to her needs. We even offered to send her and her guest to lunch on 2 occasions.  When the customer checked out of the unit, housekeeping reported that  the unit was in horribly, unsatisfactory condition. Out of respect for the client, we will withhold the nature of what housekeeping found and reported. The customer was charged a fee for the excessive cleaning and odor removal. Additionally, the unit was in such bad shape that we had to relocate the incoming guest as the unit was not habitable. Until the cleaning fee was satisfied, she was not able to occupy another unit. I have worked with her to find a way to satisfy the outstanding debt owed to TAN. We have come to a mutual resolution and the client is currently occupying one of our units.
  
  I was able to rectify the outstanding balance, have the unit ready and prepared for the next guest and allow her to check-in to the unit she has reserved. As she has mentioned she has been using this program as her primary housing, which is strictly prohibited in her contract. I will continue to work with and be available to her.  Thanks

  Business Response

  Date: 09/25/2024

  This is a frequent traveler with our program and we are happy to have helped so many times over the years.  We regret that we weren’t on the same page this year but through direct communication, we were able to resolve this to our mutual satisfaction and we are thrilled to keep her as a traveling client.

  Customer Answer

  Date: 09/28/2024

  I am satisfied with the resolution (Tan) has put in place and a special thanks to lakendra.

  Customer Answer

  Date: 09/28/2024

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

• Initial Complaint

  Date:08/16/2024

  Type:Customer Service 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.

  We signed up with this company (paul Allyn) while on a trip in Branson on 11/15/2023. Now, we have reached out to them on the number they provided to schedule the resort but they said they couldn't find our certificate number. The Certificate they provided has a certificate # of ****. We were told to call back when we decided to book. The phone number provided was 417-******** named ********** *******. Our contract states ****** ******* *** **** ***** *** ** *** ***, Glen Burnie, MD 21061and further in the contract TAN, Travel Advantage Network LLC, 672 Old Mill Rd, PMB#311, Millersville MD 21108 ph# 800-233-0088 We'd like to book our stay

  Business Response

  Date: 09/04/2024

  This complaint was submitted for the incorrect company, however I was able to make contact with the client and ensure she contacted the correct company. Per the client, she received a full resolution.  

  Customer Answer

  Date: 09/05/2024

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

• Initial Complaint

  Date:07/29/2024

  Type:Customer Service 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 showed up for my vacation on 7/27/2024 to Ocean City NJ to find out (no one notified us) that the Air Conditioning was broke and that it would not be fixed during my week vacation. The unit had a foul odor of mildew/mold in which I’m highly allergic and when called Travel Advantage Network they dismissed me. They advised us that they were waiting for the part that was on back order. Not sure why they couldn’t notify us prior to driving 1 1/2 hours and unloading everything along with taking off from work.

  Business Response

  Date: 08/01/2024

  As always, we appreciate our customer’s feedback. With the heat waves we are experiencing, HVAC repair and replacement has been a busy industry all summer.  We worked very quickly to resolve this unit, including the installation of temp/portable unit as a stopgap. Despite significant efforts to repair the unit quickly, it was reported by the technician, just before this traveler’s arrival, that a replacement part was needed. The parts were ordered, and window units were installed in the unit until the system was repaired. The HVAC has been repaired and is functioning properly. As is our practice, we made all efforts to ensure the client was comfortable on their vacation.
  
  I have spoken with the client, and we have come to a resolution. 

• Initial Complaint

  Date:07/26/2024

  Type:Customer Service 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.

  In 2015, I purchased a package from ******** ********* for 10 weeks of vacation serviced through Travel Advantage Network. As we began using our weeks, we quickly recognized that the quality of the vacation spots we were using was drastically misrepresented. We had several very poor experiences with old and dirty vacation properties in need of repair. When we complained to TAN, we were always given travel credits. After years of frustration with the plan, I discovered that, if you do enough independent research, you can find decent vacation properties to use. So, we began doing this. Using the program in this way, we were relatively happy with our TAN experience. Properties were outdated but inexpensive. Thus, we were happy. We began attempting to utilize the option to buy extra weeks that were being sold by other members. During our original sales conversation, we were told that members were allowed to sell their weeks, should they ever need to. This was argued to be one reason the purchase was a sound investment. However, due to hundreds of members beginning to recognize their ability to communicate with each other in order to use the service more effectively, TAN has begun to claim that members are no longer allowed to exchange weeks or sell their accounts. At every attempt to communicate with TAN, I am met with condescending and rude customer service. At one point, they attempted to send me back to ******** *********, claiming that I needed to take my complaint to the company that sold me the package. While ******** claims to NOT be a part of TAN, they seems to have access to the same computerized records and clearly work together on these deals. Rather than make right what they had done, they attempted to sell me a new package. I have never been given any option to actually remediate the misleading sales pitch process or the awful customer service we have received in 10 years.

  Business Response

  Date: 07/26/2024

  Thankfully, we were able to connect with the client to discuss his agreement, the business guidelines and his future travel needs. We quickly identified that the client doesn’t have a complaint currently but is worried that he might, at some future point, have an issue. Though TAN is not the seller of his package we assured him we would do everything to assist him in the future with securing additional vacation weeks, if he needs them, from a confirmed sales partner. It is always TAN’s mission to ensure all travelers refer to their contracts for specific Terms & Conditions, however we are here to ensure customer service is held within our organization and there is a resolution that works for our clients.
  
  We are pleased we were able to connect and address his concerns around his potential future travel needs. Thanks,

  Customer Answer

  Date: 07/29/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. We were able to discuss a plan for the future, and I intend to remain as a TAN member for the foreseeable future. Kudos to LaKindra and TAN for being responsive to my concerns. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:07/16/2024

  Type:Customer Service 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.

  On June 30th, 2024, I reached out regarding getting a copy of my contract. I love all my documentation during Hurricane Ian and need copies of everything I received when I first become a member back in 2014. A spoke with someone at the call center who said that I needed to wait for her to receive the contract, then I would have to pay $15 to receive the documents, but it's been two and a half weeks and I have received nothing and when I call, I am still receiving the same answer. I was able to get my financials from ******** ********* easily, same with the maintenance activity statement, but I still need all the other documents I originally received when signing up. My account has been paid off since October 2015, so I am hoping to get some answers here. Thanks.

  Business Response

  Date: 07/24/2024

  I have been in contact with the customer and was able to secure a copy of the contract signed by the seller, ******** *********. Travel Advantage Network is not the seller of her package and we do not have a contract on file at our discretion. Although TAN is not the holder of her contract, we remain dedicated to helping all customers that we service.  

  Customer Answer

  Date: 07/24/2024

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

• Initial Complaint

  Date:03/26/2024

  Type:Billing 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.

  On December 27, 2023 I canceled my membership to TAN. My fee was on auto debit paid on the 15th of every month. I've made multiple calls and have been told it takes 30 days to cancel. So when my fee was deducted on January 15th, 2024 I was annoyed but understood it was within the 30 day grace. But then they took it again on February 15th. I notified my bank to no avail. Each time I call I'm told the refund has been submitted but I have yet to receive a check or credit to my checking account. I've been a member of TAN since 2009 and have enjoyed countless vacations at thier properties but now the $100 surcharge on each reservation makes it hard for me because I'm on a fixed income. All I'd like is to be refunded the membership fee for February. My account number is **********. Thank you for you time and attention to this matter.

  Business Response

  Date: 03/29/2024

  We appreciate the opportunity to respond to this consumer.  Immediately upon receipt of this complaint, we connected with the consumer directly and have refunded the payment in question.  

  Customer Answer

  Date: 04/03/2024

  I just wanted to let you know that TAN has refunded my fee. The check came in the mail today. Thank you so much for your assistance. I truly appreciate it.