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Business Profile

Timeshare Companies

Surrey Vacation Resorts Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Timeshare Companies.

Complaints

This profile includes complaints for Surrey Vacation Resorts Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Surrey Vacation Resorts Inc. has 4 locations, listed below.

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    Customer Complaints Summary

    • 11 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/31/2025

      Type:Order Issues
      Status:
      Unanswered
      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.
      Im reaching out here because Capital Vacations has been giving us the runaround since early 2023. Weve tried everything to get out of our timeshare contract, but theyve ignored us. We thought we were singing up for dream vacations and flexibility, but its been a nightmare. Every time we try to book, nothings available, and the extra fees are killing us,especially now that were older and have other expenses like healthcare.They sold us on these incredible promises that just werent true. We were told we could book at sister properties easily and share our timeshare with anyone at anytime, but thats not the case. Plus, the sales process felt like high-pressure tactics designed to trap us in a deal. Weve been trying to get out of this contract for months, but no ones listening. Instead, were stuck paying for something that hasnt delivered on its promises. Im hoping that by posting here, someone at Capital Vacations will finally take notice and help us out of this agreement.

    • Initial Complaint

      Date:05/28/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      THE ORGINAL PURCHASE PLACE ASURRED US THAT WE COULD USE THIS ANY**** WITH RESERVATIONS, HOWEVER THAT WAS NEVER THE ******* WE PURCHASED THIS **** SHARE IN ************ ,**. ,HOPING TO USE THAT CABIN FREQUENTLY BUT,THAT NEVER HAPPENED!!! IT WAS ALWAYS BOOKED !!! EVERY PLACE WE TRIED TO GO WAS ALWAYS BOOKED !!! ONLY USED THE **** SHARE TWICE OVER ALL THESE YEARS!!! WOULD LOVE TO GET PART OF OUR MONEY BACK!!! WE PAID AROUND ******* FOR THE **** SHARE!!! I HOPE U CAN HELP US SOMEHOW!!! THIS IS A BIG SCAM!!!

      Business Response

      Date: 06/17/2024

      We apologize if the ******* familys experience with Capital Vacations did not meet their expectations. Unfortunately, we could not reach out to the ******* family because there is no phone number listed on their account. Our records indicate that the ******* family owns a deeded week, available every year, at Grand Crowne Resort. Please have the ******* family contact ***** Services at **************, Monday through Friday, 9 a.m. to 6 p.m. and Saturdays, 9 a.m. to 5:30 p.m. for help with their account. 

    • Initial Complaint

      Date:04/17/2024

      Type:Order Issues
      Status:
      Unanswered
      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 Grand Crown Resort owner located at *****************************************************************************. I bought the timeshare for $12,000 in August 2007 while working in ****, the deeded timeshare had an annual maintenance fee of $498.00. The ********************************************* Resort salesman assured me and others that this was not like other timeshares. Grand Crown Resort owners have deeds and voting power to run the resort. In other words, owners are taken care of with no funny business, other states where poor service and unscrupulous acts are not policed destroy owners credit because they end up paying for something they cannot use. I have not had any issues with Grand Crown Resorts until recently, when I noticed a company called Capital Vacation/Resorts contacting owners and offering more travel days and places to vacation. I attended a Capital Resort meeting and noticed their offers were a scam, the Capital Vacation representatives focused on pressuring the older owners to turn over their deeds while remaining responsible for the $498.00 maintenance fee. Capital Vacations/Resorts gained control of enough accounts with voting rights to take over the resort. More importantly, they gained control of the ************ "Interval, where owners make their reservations. Capital uses the power of the ********** to lock accounts and keep owners who refuse to turn over their deeds from making reservations. When I attempted to make a reservation on April 2, 2024, the ********** Interval ********************************* informed me that they could see I was a Grand Crown Resort owner, but Capital had locked my account for an Assessment fee, stemming from their mismanagement of the resort. Furthermore, all members with deeds, or none deed holders will have to pay an assessment fee of $722.00 to unlock their account. I pushed back and asked for a supervisor, and after 4 hours of transfer after transfer, I reluctantly gave my credit card information to Dystanne ************** Services Supervisor *********************************************************************************************** ********************************************************* I paid the assessment fee. I then called the ********** Interval to make my family reservation and Interval the ********** advised my account remained locked because Capital had not paid the fees needed for unlocking the account. If ********************************************* has all the voting power, they should also be responsible for the bulk of the maintenance, assessments, and any other fee they would like to vote to create. The deed holding Grand Crown owners should be reversed.

    • Initial Complaint

      Date:03/28/2024

      Type:Order Issues
      Status:
      Unanswered
      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 a property with the owner deeded owners of property at H37**31**33343436**H Crown. Although we are owners of this property we have the option to sell the property at any time. We were told that we owner&#**;s would have to should the responsibility of financial woes the people we purchased our property were having by Capital H3834**35323730**35H.

    • Initial Complaint

      Date:12/28/2023

      Type:Order Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My parents, ********************* and *********************, were the sole owners of a timeshare purchased from Surrey Vacation Resorts, now owned by Capital Vacations. Their account is current and paid in full. They have both passed away on August 24, 2023 and April 15, 2022. Their adult children do not want to inherit the property and have made numerous attempts by phone call and emails to resolve this matter promptly. We have submitted a notarized letter of disclaimer of property interest on November 16, 2023 and have asked that the resort accept this deed back in lieu of additional fees. My parents will obviously be unable to use this property in the future due to their deaths and utilized it very infrequently due to ill health since purchasing it. We seek resolution of this matter as soon as possible, at least by year end.

    • Initial Complaint

      Date:10/30/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      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 absolutely terrible with telling you "we will take it back from you at anytime, no questions asked". They lie and then when you try to talk them about they say they cant help you. I've been trying to get them to process a deed back but they keep saying "they are not taking them back at this time". At least that is what they are having their customer service staff say. I cant even give it away that's how bad it is. The maintenance fees just keep increasing yet there is no value in what they are providing. Every time I try to reserve its not available even if i do it far in advance. the entire thing is really just a bad nightmare that i seriously regret getting myself into. Capital vacations bought them but apparently I cant deal with capital either. I guess they only way to do this is to stop paying for it and when i die they will be written out of my will so none of my family get any of this headache.

    • Initial Complaint

      Date:10/09/2023

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I received a bill from them for ******** due by my December maintenance fee date. We purchased the timeshare 7-30-2010. It was paid in full 11-4-2010. We have been paying maintenance fees since we purchased it on time every year since we bought it. The total was 400 gradually increasing each year. They have been taken over by ******* ********* a couple of years ago. They have been trying to get us to change our contract to them which meant basically paying for the timeshare again. Since we didn't change to them they have tripled our feed calling it a special assessment fee. The timeshare is paid for. What could they possibly be assessing. They can't possibly be doing this to everyone. I think they are doing it to the ones who have a deed. We live on social security. We can't possibly afford triple what our maintenance fee is. I think they are just trying to get the deeded property back

      Customer Answer

      Date: 11/14/2023

      Complaint: ********

      I am rejecting this response because:
      We are living on social security  I  have been retired for  almost 9 years. I should  not be the responsibility  of your patrons to pay that large a sum in addition to our maintenance fee.  Our timeshare is  paid for.. we worked hard and sacrificed to have it paid for before we retired  so that we could afford the  maintenance fee and continue to enjoy our time in ******* each year.  We should not be penalized for  whatever happened to  cause this problem with the company.  We simply cannot afford this large an increase in  our fees.


      Sincerely,

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

    • Initial Complaint

      Date:04/21/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      The ****** ******, P.C. ********** represents the Personal Representative of the Estate of *****, who passed away in August 2022. She and her husband, *****, purchased, and paid for, a time share from Surrey Vacation Resorts, ***** via The Grand Crowne Resort, in Sept. 2007. Mr. ***** predeceased Mrs. ****** In the ************** of Mrs. ******* estate, we have contacted *********************** at Capital Vacations multiple times regarding the sale of this time share. ***** keeps telling ** that the Deed to our clients "has been processed but not yet recorded." Why wasn't this Deed recorded in 2007 when payment was made in full? This asset of Mrs. ******* estate MUST be dealt with before her estate can be completed.

      Customer Answer

      Date: 04/24/2023

      As stated in our Complaint, the ****** ******, P.C. ********** represents the Personal Representative of the Estate of *************************, who passed away in August 2022. *********************** survived her husband, *****. Apparently the Deed to the time share purchased by the Eisenmanns in Sept. 2007 has not been recorded by either Surrey Vacation Resorts, **** or The Grand Crowne Resort. This asset of *************************** estate must be sold back to the appropriate entity or otherwise distributed in her estate.

      Thank you for any assistance you can provide.

      **************** (Andi) ********, Legal Assistant

       

      Customer Answer

      Date: 05/31/2023

      Capital Vacation finally contacted us directly earlier this month regarding the necessary paperwork and requirements to deed back the time share involved. We are in the process of meeting those requirements.

       

      Thank you for your assistance with this matter.

    • Initial Complaint

      Date:07/19/2022

      Type:Order Issues
      Status:
      Unanswered
      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.
      Time and time again *** tried contacting this company wanting to get rid of my account and everything with it. My late wife and I originally owned with Surrey and we loved it, they gave us sit down meals and theater tickets and all kinds of good deals, then Capital came around and lied through their teeth saying Surrey was broke and we would loose everything if we didnt change to Capital. They kept saying how great and easy it would be to use but every time we called in to book it was never available and we would try asking for different dates but were always told sorry thats not available. My wife is passed and I have no desire to vacation so ive tried to tell Capital this and ask to cancel everything but they either dont respond at all or leave me at a dead end. I havent heard a peep from them in months even though ive been reaching out. Im too old and tired for this!!! I need this canceled and im tired of jumping through hoops!!

    • Initial Complaint

      Date:06/03/2022

      Type:Order Issues
      Status:
      Answered
      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 came in for an owner update. ***** was the person to handle this. At first he was very attentive and concerned and accommodating. In fact when he realized that we do not normally our owners in the hotel room it is for non owners so when they come here there is a “home away from home feel. We want them to see the wife fogging up the mirror while you are trying to get dressed etc.” So as we were talking of upgrading, he says I’ll tell you what while you’re filling that out I’m gonna get you a week somewhere to reimburse for staying there. He comes back and gives options for places and says to cover air fare. Of which was Branson San Diego, Orlando, and a few others. My wife and I picked San Diego. He left and we talked and decided not to move forward because of financial reasons. His demeanor completely changed. He rushed out got us the last person and she was great. Tried to sale us one more thing which didn’t bother me. I understand that. She took us to our gifted side. And we got our free gifts. When I asked about the week the lady said she didn’t know anything about that. So I asked her to get *****. He came in and said I didn’t promise you anything. He said “don’t play games with me.” I said I’m not okaying games and repeated what he said to us which my wife heard and agreed. At that point We left because my temper was fuming. I went into the truck and started to kill off but then decided I was not going to let that fly. So I came back in and asked to speak to some e in charge. At the time of retiring this I have been sitting in the lobby for 30 mins without a response.

      Business Response

      Date: 06/10/2022

      ****** will send an email information on how to handle receiving a refund. 

    Surrey Vacation Resorts Inc. is NOT a BBB Accredited Business.

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