Complaints

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

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  Grand Crowne Resorts

  300 Golfview Drive Branson, MO 65616

• 

  Grand Crowne Resorts

  430c State Highway 165 Branson, MO 65616-3541

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:01/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November I was informed that the board of directors of my timeshare oranization had agreed to accept my request to deed my timeshare back to them. It was communicated that the necesary paperwork would be sent to me for signing and returning. However several months have passed and I am yet to receive any such **************** attempts to connect with ***** who was assisting with this matter have been unsuccessful as she has stopped responding to my emails. I am deeply concerned about the lack of professionalism and the manner in which this situation has been handled.I kindly request your esteemed agency's assistance in expediting this matter. I am eager to resolve this situation and move forward with my life. Any help that you can provide in resolving this matter would be greatly appreciated.Thank you for your time and consideration. I look forward to the possibility of your assistance in this matter ***** *******

  Business Response

  Date: 01/23/2025

  We are sorry to hear that Mr. ******** experience with Capital Vacations has been less than stellar. We attempted to reach out to Mr. ******* on January 21, 2025, to resolve his issues. Unfortunately, we were unable to make contact with Mr. ******** Because we want our customers to be satisfied, we would like to advise Mr. ******* to make a call to our ****************** to speak with a Deeding Coordinator, by calling ****************, Monday through Friday, from 8:00 a.m. to 5:00 p.m. (EST).

• Initial Complaint

  Date:07/03/2024

  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.

  This company is a timeshare!1. Resort annual fees for $1079.00 paid 12/6/2023 for one 1-bedroom unit and one 2-bedroom unit.2. Two weeks of travel booked with Capital ********** **** (reservation management company) on 6/19 for the purpose of depositing for exchange with Interval, Int'l 3. Reservation weeks secured: Jul 20 - Jul 27 (1-bedroom unit and 2-bedroom unit) w/confirmation numbers.4. Called Interval Int'l o 6/19 to deposit weeks and they stated the transfer from Capital Vacations has not been placed, allow 24-hrs.5. Contacted again on 6/24/24 spoke with 4 representatives for a total of 1-hour/10-mins, still unresolved 6. Contacted again on 7/3/24 spoke with 4 representatives + 1 supervisors @ Capital and 1 representative at Interval for 1-hour/8-min., still unresolved

  Customer Answer

  Date: 07/07/2024

  Yes, I expect Surrey Grand Crown Resoerts and there representative Capital ********** **** to make good on the two weeks off travel exchange they booked for Jul ***** that I have been unable to deposit for exchange. as this date is quickly approaching.  Thank you. 

  Business Response

  Date: 07/10/2024

  We apologize if the ***** familys experience with Capital Vacation did not live up to their expectations. On July 9, 2024, we reached out to the ***** family but were unable to reach them or leave contact information. We reached out to our ***** Services team to look into the issue that the ***** family raised, and we were informed that the ****** family and a representative has talked to them and explained what could be done with their points. If the ***** family has any further questions regarding their ownership, they can call ***** Service at **************, Monday through Friday, 9 a.m. to 6 p.m., and on Saturday, 9 a.m. to 5:30 p.m. (EST).

  Customer Answer

  Date: 07/11/2024

  Complaint: 21940155
  
  I am rejecting this response because:
  
  Their actions of giving false information to owners will continue if they dont change their processes. 
  

  All Carriage Place accounts should have been flagged by Capital Vacations to indicate their membership with Interval Intl was no longer available as part of ownership due to the separation of Carriage Place from Grand Crowne.

  In addition, this began on June 19th and they are correct that a supervisor didnt bother to get involved to resolve until Jul 9th after 8 phone calls to them and my refusal to end the call until speaking with a supervisor. At least 2 of my calls to them were an hour in length without resolution  off which they have the recordings to know this.
  

  Their service stinks any way you look at it!

  Sincerely,
  
  ******* & ***********************

  Business Response

  Date: 07/15/2024

  Greeting,

  The company your reaching isn't Capital Vacations or TPI (Trading Places). When you secure reservations with TPI and Capital, you would have to contact them to deposit with *********************** Our team does not have access to TPI or Capital to move or deposit inventory.

  You can reach them at ************ for Capital Resorts or you can try TPI at Phone: ************ **************************. 

  The email you are reaching supports the Grand Crowne Point Based reservations and exchange. 

  If your speaking to someone at Capital or TPI that *** need clarification or assistance they can always reach out to us at ********************************* and we are happy to direct them to who can assist them at TPI or Capital.

  If TPI or Capital have provided you weeks to deposit with Interval with reservation numbers, you can visit Interval direct at www.intervalworld.com and deposit them yourself and not wait on Capital or TPI to do so. You can also call Interval at ************ if you have the arrival dates and reservation numbers they can deposit them over the phone. The weeks do need to be at least 14 days from arrival to be accepted by Interval.

  Thanks

  *******

• Initial Complaint

  Date:03/23/2024

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  3/23/2024 I have attempted to communicate directly with Capital and Grand Crowne, but after an acknowledgement statement all letters and emails have been ignored. I have been an owner since 2001 with **********, once Grand Crowne and Capital took over I was led to believe that upgrading to them would resolve all of my previous issues with bookings, availability, and cost. This could not have been further from the truth. I was advised of the maintenance fees, but I was told that I would be able to rent out unused time to cover the cost. On top of the maintenance fees, Capital started to charge special assessment fees which amounted to over 1200 dollars. I have consistently attempted to resolve issue by issue, but none of my complaints were ever taken seriously. I have given them ample time to resolve, but have seen little effort or communication.Owner #*******

  Business Response

  Date: 03/28/2024

  We apologize if **************** feels his experience with Capital Vacations did not meet their expectations. However, **************** is not an owner with Capital Vacations, but is an owner of Grand Crowne Resort, a resort that CV manages. On March 26, 2024, we reached out to **************** on behalf of the resort to inform him of the decisions made by the Board Members of GCR. At this time, the Grand Crowne ************ has placed a moratorium on relinquishment deed back requests, so unfortunately, we cannot grant **************** request to terminate his deed. If **************** should have any questions, or concerns, he should feel free to reach out to the Grand Crowne ************ of Directors at www.grandcrownebranson.com.

  Customer Answer

  Date: 04/02/2024

  Complaint: 21475840
  
  I am rejecting this response because: Capital Vacations continues to avoid any type of accountability in their partnership with Grand Crowne  All communication with Grand Crowne is obligated to go through Capital Vacations. I have requested contact information directly to Grand Crowne and they send me to the website, which all communication leads back to Capital. There is nothing on the Grand Crowne website that speaks to Grand Crown directly. So while I appreciate Capitals correspondence, until they can provide me with specific contact information for Grand Crowne, I consider this to be a Capital issue. They continue to send me on a wild goose chase for a resolution.  
  
  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/13/2024

  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.

  In early 2024, we reached out to Grand Crowne Resorts expressing our desire to cancel our timeshare contract. ***************************, the General Manager, responded by stating that due to "current economic conditions," they were not accepting any ownership cancellations. Despite understanding the challenging economic environment, we find it unacceptable that this has been used as a reason to overlook our concerns and well-being as customers. Our response to ******************** communication has been met with silence, leaving us in a state of uncertainty and frustration. This lack of acknowledgment and engagement on pressing issues we've raised about our inability to use the timeshare, combined with with rising fees and the difficulty of booking, is deeply concerning. We have been unable to use our timeshare even once, despite our best efforts. Grand Crowne showed a lack of concern for our issues we brought to life and offered no help in our request to cancel.

  Business Response

  Date: 03/27/2024

  We apologize if the ******** familys experience with Capital Vacations did not live up to their expectations. While Capital Vacations is the management company for Grand Crowne Resort, where the ******** family own a timeshare interval Capital Vacation does not own Grand ************. The deed back program is currently approved by the ***** of ********* of Grand Crowne Resort. Unfortunately,currently, the Grand Crowne Resort ***** has placed a moratorium on relinquishment deed back request, and we are unable to fulfill the ******** familys request for a deed back.  If the ******** family has questions or concerns related to the above, please have them reach out to the ***** of ********* at www.grandcrownebranson.com. 

• Initial Complaint

  Date:12/07/2023

  Type:Billing 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 in a biannual point plan with Grand Crowne Resorts. When I initially joined, I opted for a point system which has since been changed with different management - by TPI and others and no by Capital Vacations. However, the points are still managed by GCR. I paid the maintenance for 2022 a few weeks late and they locked the account. I have resolved with Capital Vacations ho agreed maybe because the next payment is due. However, GCR never gave me my points. They say I should have called but then I thought my account as with TPI/Capital. Now they are saying I didn't bank although the account is still locked at their end. They gave me an email *********************** to resolve this. However, this email doesn't even exist, and my email bounced back. So, in short, I am getting a run around between various sister companies. for over a year - GCR, TPI, Capital Vacations...

  Business Response

  Date: 12/08/2023

  Hi,

  We received confirmation from your management company to unlock your account 12/7/23. With this, we banked your 2022 usage, even though your points expired 9/30/23 as an exception. You would have to contact the management company to find out why your account was not renewed with us until recently, but that is why a lock was on your account.

  I did see an email come into us from you and we replied to this morning with similar information. 

  Please let us know if you need any additional assistance.

   

   

• Initial Complaint

  Date:11/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a timeshare under false pretenses. Grand Crown assured me that although the deed was in *******, I would NEVER have a problem with using it in pigeon forge because I was an owner. I cant use it in ************ because my deed is in *******. We are retired and disabled, so it's not possible to use it in Branson They promised the Waterpark would be done in 2 yrs. They haven't even worked on it. They have doubled maintenance fees to $1000. I asked about the deed back program and they said NO.They outright lied to us!

  Business Response

  Date: 11/14/2023

  Hi,

  Capital Resorts manages the resorts for Grand Crowne and would be the contact point for anything related to the sales of timeshare for Grand Crowne.

  The email your reaching is a different company that only provides reservation servicing (booking vacations). Our group isn't involved with the sales, deeds or resales related to Grand Crowne.

  You can reach Capital Resorts at ********************************* or ************.

  I do not have an email for them, but you can call them for additional information or to discuss the concerns with the purchase.

  Thanks

  *******

   

   

  Customer Answer

  Date: 11/14/2023

  Capital Vacations does not handle deed buy back. I was referred back to Grand Crown 

  Customer Answer

  Date: 11/14/2023

  Complaint: 20864878
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 11/14/2023

  I spoke directly to capital vacations and they told me Grand Crown isn't doing the deed buy back program, but can make exceptions. Due to false advertising. I spoke to Grand Crown and they didn't look into the case and just told me no! It IS ultimately up to Grand Crown.

  Business Response

  Date: 11/16/2023

  The ******** family are deeded owners at Grand Crowne Resort. I did attempt to reach out to The ******** family and unfortunately was unable to reach them and provided my direct contact information. The ******** family may use II, RCI or TP exchange programs to exchange their Grand Crowne Resort week for a week at ************. If they are interested in learning more about this, they may call ***** Services at ************ Monday through Friday 9am to 6pm E.T. I am unsure what waterpark the ******** family are referring to since their home resort does not have a waterpark. For their information, Grand Crowne Resort maintenance fees only increased by 15% for 2023 and they are still far below the industry average, making the ********* familys ownership at Grand Crowne Resort a significant value. The Grand Crowne Resort is governed by the ***** of ********* of ************************************************************* Condominium *****s Association, **** Currently, the ***** of ********* has placed a moratorium on relinquishment requests. If they have any questions or concerns about the moratorium,  they may reach out to the ***** of ********* at www.grandcrownebranson.com 
  
  Sincerely,
  ***********************
  Customer Relations Specialist
  *****************************************
  ************,SC  29572
  ***************************

• Initial Complaint

  Date:02/16/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a time share from this company in 2010; we traded in a previous time share (value approximately $7000) toward this time share. We have never been able to use it. We have made all of our maintenance payments and paid the time share is paid off. We asked them about getting out of the time share, but all we got was the runaround. We tried using a time share relief company but that didn't work either, and we had to pay more money for that. We just want out of the time share and we want the money back that we have invested in it.

  Business Response

  Date: 02/16/2023

  Hi,

   

  Mrs and Mrs *******, purchased timeshare from Grand Crowne Resorts. Their particular deed is tied to Carriage Place in Branson, MO. This property is controlled by a Homeowners Association made up of Timeshare owners at Carriage Place such as Mr. and Mrs *******l. This is not a developer that controls the property, it's the HOA. The property had selected Trading Places (TPI) to manage the resort day to day. TPI was purchased by Capital Resorts who only manages the property on behalf of the association.

  We would recommend that the *******l's reach out to Capital Resorts who manages the properties. Capital can be reached at ************ or by visiting ********************** 

  The email address *************************************** is not part of the ownership of the original developer, not the association or Capital. It's only related to the group that does the reservations. 

  They would need to contact Capital for their options and possible the Board of Directors on the association. There is not a developer that owns that property, it's all the owners such as The *******l's who timeshare who make up the HOA and control it.

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

  Business Response

  Date: 02/27/2023

  Via Email: ****************** *** *********** ********* ******** *** ** ********* ***** ******* ****** ** *****

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

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

  Dear Dispute Resolution Department,

  This letter shall serve as Capital Resorts Group, LLC d/b/a ******* *********’formal response to BBB St. Louis Complaint Case No. *********oncerning ******* *** *** ******************** **** ***************).******* ********* is the owner and developer of the ******* ********* **** (the “Club”), a multi-site timeshare plan created and registered with the ******* ********** ** ******** * ************ *********** ******** ** ************* ************** ****** ****** ******** ** *** ******* ******** **** *** *********** **** ******* **** **** *** ******* ************ ******** family does not own any timeshare interest in the ******* ********* ****. Rather, business records show that since 2010 the ******** family has owned a one-bedroom timeshare week with odd year occupancy rightsin ******** ***** *****t in Branson, Missouri originally developed by Surrey Vacation Resorts, Inc. (“SVR”) **** ******** ****** ********** ******* ***** *** ****** ***, an affiliate of ******* *********, acquired certain assets, but not liabilities, of SVR, including a loan portfolio of timeshare purchase agreements and installment notes (contracts for deeds) that included the******** family’s timeshare interest.******* ********* does not own or manage the ******** ***** *****t.The essence of the ******** family’s complaint is that they want to have their ownership cancelled. It appears thatthe ******** family may be eligible for thedeed back program offered to owners whohave paid their loan in full and are current with their maintenance fees. We have submitted their account to the reviewcommittee that next meets in March 2023. If approved for the program, they will be notifiedof any processingfeesand instructions on next steps. The ******** family has also requested a refund of their purchase price and all maintenance fees paid. We respectfully decline this request.If the ******** family has not been able to use or sell their timeshare interest, it would not impact the enforceability of their contract. If they paid for a third-partycompany to represent them in the cancellation of their contract,that company’s inability to do so does not impact the enforceability of their contract. The only program available to owners like the ******** family who no longer wish to own is the deed back program.The deed back programdoes not include any refunds of loan payments or maintenance fee payment that were required to be paid under the contractwe acquired.However, the deed back program will result in the ******** family’s release from future contract obligations. Sincerely,

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

• Initial Complaint

  Date:02/07/2023

  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.

  Lack of communication and customer service to those who are owners of timeshare companies, changed ownership multiple times, fee due Jan. 31. I called to ask for customer service and had constant on hold music playing until forever. On the voice recording I was offered to leave a message but was put in a loop. Once connected to customer service, they could not do anything about it. When directed online the website did not work. I tried another day and the same deal happened again. On hold for 30 minutes and then I pushed one but it did not work. A lady named ****** said there was nothing else I could do about it.

  Business Response

  Date: 02/27/2023

  Dear Dispute Resolution Department:

  This letter is responding to BBB Complaint Case No. ******** ***** ** ****** ******** 

  The Surrey Grand Crowne Resort Condominium (“GCR”) is managed by Trading Places International, Inc, (“TPI”) on behalf of The Surrey Grand Crowne Resort Owner’s Association, Inc. (“Association”).From our investigation, Mr. ******* *** *** ****** **** ******* purchased atimeshare interest at GCRin a private transaction in 2012.Mr. *******’ request to relinquish his ownership was received on February 22, 2023,and was referred to the Association for approval. The Association or TPI will be in contact with Mr. ******* regarding their decision.If Mr. ******* has any further questions, hecan contact TPI at ***** *********

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

• Initial Complaint

  Date:01/10/2023

  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.

  Paid my dues when they were due in January 2022. Needed to stay at the resort in February of 2022 for my sister's funeral and was told there were no rooms. If you've been to Branson in February you know that's BS. I contacted the resort and was told that the owner's allotment of rooms was filled but they could reallocate a room. At no point was I ever told that there were only so many rooms allocated to owners. So basically, I could get online, rent a room through any hotel booking agency but couldn't get one as an owner. So we got a room in March finally. In June we want a room and they say they only have penthouses available so I had to use extra points for a penthouse room, and guess what? Again, they had plenty of regular rooms available but not to owners because of their allocation system. Called in September to book a room and bank (rollover) my unused points and Capital had locked my account for some reason and I couldn't book a room at all. I try again later because they were supposed to be fixing it and to book a room for December and guess what? Still locked. I tried calling today 1/10/23 and it's finally unlocked but I'm jumping through hoops trying to get my unused points back. So, I told them enough is enough, everything was fine until they took over and I'd like to get out of the contract so they want me to pay them to get out of it. I'm almost positive I negotiated a minimum buyout in my original contract but they just want money. So I'd say proof of the pudding is if you have to pay to get ownership and have to pay to get out of ownership then ownership is worthless. Especially if owners have lower priority in getting rooms than the general public.

  Business Response

  Date: 02/23/2023

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

  **** *********** ********* ******** *** ** ********* ***** **** *** ****** ** ***** ******* ********** ********** ****** *** ***** ********* **** *** ******** ***** *** ******** ***** ***** *********** ******** *********Dear Dispute Resolution Department,

  This letter shall serve as Capital Resorts Group, LLC d/b/a Capital Vacations’ formal response to BBB St. Louis Complaint Case No. *******concerning ***** *** ******** *****(hereinafter “the ***********”).Capital Vacations is the owner and developer of the Capital Vacations Club(the “Club”), a multi-site timeshare plan created and registered with the Florida Department of Business & Professional Regulation, Division of Condominiums, Timeshares and Mobile Homes, pursuant to the Florida Vacation Plan and Timesharing Act, Chapter 721, Part II, Florida Statues.First, we would like to point out that the ***** family has never purchased a Club timeshare interest and the ***** family are not Capital Vacations owners. Rather, records reflect that on February 12, 2016, the ***** family made a private purchase of a three -bedroom timeshare week in the Grand Crowne Resort (“SVR Interest”) from ***** ** *** ***** ** ***** who had purchased the SVR Interest from Surrey Vacation Resorts, Inc. (“SVR”), the original developer in 2011 (*** ***************). At the time of Mr. and Mrs. *****’s purchase of the SVR Interest, there was no common ownership, control, or affiliation between Capital Vacations and SVR. With that being said, in July 2015, Capital Vacations acquired certain assets, but not liabilities, of SVR, including a loan portfolio of timeshare purchase agreements and installment notes (contracts for deeds), including *** ******** *******.Mr. and Mrs. ***** paid off their loan on October 2, 2015 and received their deed.The ***** family expresses their frustration in booking their SPV Interest. Their resort is managed by Trading Places International, Inc. (“TPI”) which is unrelated to Capital Vacations. Inventory management is handled by TPI and not Capital Vacations. As Capital Vacations does own timeshare intervals in this resort that are held by the Club Trust for reservations by Member Beneficiaries, it is clear that not all units are owned by the same group of owners and TPI must manage reservations accordingly.Next, the ***** family states that their Interval International account was locked. We do apologize. It appears that we had transferred owner information into a new system and the ***** family’s information was one that unfortunately got lost in that transition. Fromtheir account records, the banking of their2022 points was resolved with a courtesy banking of those points due to this error. The ***** family states they have sought to cancel their SVR Interest andwereunable to negotiate a deal. CV does offer a ****** **** **** ******* to assist owners who are paid in full, who are current with their maintenance fees and are willing to pay an additional deed back fee. CV will release those owners who wish to participate from any future contractobligations. The Tryer family appears eligible to participate in this program. There is no evidence that the ***** family negotiated a minimum buyout on their original contract since they made their purchase privately.

  ******* ******* ****** *** ***** ******* ************* ********* ****** **** ****** ****** ** *****If the***** family still seeks to participate in the Legacy Deed Back Program, they should reach out to Owner Services ****** ******* ****** **** ******** ***** *** ******** * **** ** **** **** ***** ** ***** ********for information on how to proceed.Sincerely,**** **

• Initial Complaint

  Date:11/16/2022

  Type:Order Issues
  Status:

  UnansweredMore 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.

  To whomever, it may concern,Were Mr. * **************** and we are writing you this letter today to search for assistance with an issue we have with Capital Vacations. We have been associated with this company since March 2021. I just want to start off by saying that we were totally deceived in this situation. The salespeople at the time led us to believe all of these different things to get us to give in and purchase this timeshare package. After finally caving, we tried booking a vacation with a family of 7 and were told we did not have enough points when we were initially told, you could travel with a family of 7 with ******* points . My family and I had attended a new owner workshop where we were supposed to express our concerns and learn how to use the package better, but instead, we were bribed into upgrading. This did not happen once but twice since we have been owners. We informed **** (the sales representative) that we could not afford this second upgrade. They acted as if they were refinancing us and lowering our interest rate to help financially, but in all reality, they were wasting time telling us what we wanted to hear for the moment. With the payment of the timeshare and the maintenance fee, and the high-interest rate, we are starting to have a financial struggle. We have to work extra jobs to meet our obligations. This limits us from saving for vacations to take and, therefore, not being able to use our timeshare. We have had difficulty using our timeshare and difficulty getting the dates/locations we want when it is presented anytime/ anywhere. We feel as if it will continue to be a burden on our finances and family in the future. We have kids that we could be spending our money on instead of struggling to pay for this. These payments are higher than the mortgage for our house.Please tell us if there is something you could do to help. If you need any further assistance do not hesitate to reach out. ************************* **************************