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:04/21/2025

  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.

  We purchased a vacation package through Brio Resorts which is I guess the residential arm for RSI. After learning the same night we were lied to form the representative from Brio about RSI and Brio, we cancelled the very next day which is our legal right within 72 hours. Never received a confirmation for cancelation from anyone. So, we called our credit card company to dispute and stop payment. Just recently received this months credit card statement to find Brio has "rebilled" our card for the same amount. Called them once again to find out that Brio is fighting them about cancelling which again, we have the right BY LAW to do within a 72 hour window. BEWARE-BRIO RESORTS/VACATIONS IS A COMPLETE NIGHTMARE AND RACKET WILLING TO DO/SAY ANYTHING TO GET YOUR MONEY!! We are hoping RSI will be a more stand up Company willing to do the right thing and have Brio stop billing us. We have received NOTHING for the thousands of dollars BRIO is trying to steal from us. Need to see results soon before we take the next step in having government assistance in this nightmare.

  

  Business Response

  Date: 04/23/2025

  Thank you for contacting us regarding this consumers complaint. We are currently attempting to resolve the matter with the consumer and provide the requested refund. We are honoring his request even though the route taken to inform us of his decision to cancel did not follow the designated procedure. Thus, we did not know of his intention to cancel his membership.
  
  All new members are provided both an email address and a physical address in which to send their cancelation letter. In this case, the consumer simply replied to an automated email notifying him his membership was now active. He replied to an automated, unmonitored email which was not the proper way to inform us.
  
  We also informed the consumer that we did not charge his credit card a second time. We informed him his bank charged him again when they had determined we have not been notified of his desire to cancel.
  
  For over 20 years, RSI Vacations and its affiliated brands have proudly served more than ******* subscribing members across the *************. Each year, we help our members save money on over ****** completed vacationsfrom cruises and resorts to condos, hotels, and curated getaways.
  
  We maintain offices in three U.S. states, and 100% of our customer service team is based in *****************. When you call us, you speak with a real, friendly humannot a robot. In fact, youll find our phone number on every page of our member websites, because we believe accessibility and personal service still matter.
  
  Were honored to receive thousands of positive reviews annually and are proud to be recognized with multiple awards from leading cruise lines and resort partners. Our commitment to member satisfaction, unbeatable value, and true service sets us apart in the travel industry.

• Initial Complaint

  Date:04/18/2025

  Type:Sales and Advertising 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 were offered a free cruise with airfare if we agreed to attend a *************** discussing travel tips. Since we were already booked for a cruise, my husband and I decided to attend. The website we were given BEFORE the call was ***************. I looked everywhere for reviews and there were none. First, we were aware that they were very worried about seeing both of our faces all the time. We were not allowed to look away and those that did, even for a moment, would be booted off the call. They did NOT want us looking up their site. We kept an open mind and listened to the speakers tell about their amazing experiences with this travel club. They did NOT give us the REAL website URL until we chose to enroll and paid a huge deposit. Even then, we could not get into the site because we were told to wait to get an email about our login. If I had actually logged in and inspected the site, I would NEVER have joined. The huge discounts that the speakers flaunted were NOT there. As a computer teacher and seasoned traveler, I know how to find the BEST discounts online. They have a price match guarantee that makes you jump through so many hoops, it's ridiculous to save a few dollars. I mean literally less than $5.00. I could have saved $3.00 by using my *********** shopping app for a hotel we rented from the club. After spending thousands for a club membership, you would expect better. I called the concierge for vacation spot quotes. I had to wait for those to come in the next day. Our 3-day cancellation period was over and we had barely even seen the site or used the service! That's pretty scammy. The "free" vacation costs about $600. There is no place to see what you've paid or owe on the site. Talk about Buyer's Remorse! I want a full refund. I have no desire to travel only off-season or hurricane season-and that's when the "club" offers the only amazing discounts like they mentioned on the call. I want a full refund.

  

  Business Response

  Date: 04/29/2025

  Thank you for contacting us regarding this consumers complaint. We are currently attempting to resolve the issues with the consumer and efforts are being made by all parties.
  
  For over 20 years, RSI Vacations and its affiliated brands have proudly served more than ******* subscribing members across the *************. Each year, we help our members save money on over ****** completed vacationsfrom cruises and resorts to condos, hotels, and curated getaways.
  
  We maintain offices in three U.S. states, and 100% of our customer service team is based in *****************. When you call us, you speak with a real, friendly humannot a robot. In fact, youll find our phone number on every page of our member websites, because we believe accessibility and personal service still matter.
  
  Were honored to receive thousands of positive reviews annually and are proud to be recognized with multiple awards from leading cruise lines and resort partners. Our commitment to member satisfaction, unbeatable value, and true service sets us apart in the travel industry.

  Customer Answer

  Date: 04/29/2025

   
  I am rejecting this response because:

  I have NOT been contacted by the company. If they have tried to contact me to make this right, why have I not received a phone message or an email? They have my phone and email. I don't answer numbers I don't recognize due to so many spam calls. I want to be contacted in writing. Email is fine. I want proof of all agreements and disagreements. I wish the BBB would attend one of your Zoom calls that promise amazing discounts. They would see that the bargains presented are nowhere to be found. I have compared it with other online sites that have NO fees, and can beat most of their prices. Certainly not worth $7000 worth of value or a yearly fee! I want my deposit back and the contract cancelled. They said they didn't want my money if we didn't see the value. I don't see it. Please keep your word. If I had researched the company with the correct name, I would not have joined. They made sure we didn't know it. They are not even registered with the BBB as they claimed. I feel scammed. 

   

   

  
  

  

  Business Response

  Date: 04/30/2025

  Earlier in the process we connected with the members regarding their complaint. We then received a letter from the members and we have not been successful in reaching them since the letter arrived. We will be attempting to contact the member again today. Thank you.

  Customer Answer

  Date: 04/30/2025

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

• Initial Complaint

  Date:04/17/2025

  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.

  Received a free cruise for a zoom meeting on March 13 we did the Zoom meeting and I tried for three weeks to get the freecruise finally on March 26. I was able to talk to an agent and get a booking for one they took 202 99 on **************** for deposit and told me that Id be getting back with in four weeks to let me know whether or not that cruise was open. I explained that the cruise was for May because it was a limited time and that was within the timeframe of the process after conservation my husbandand I decided to ask for a refund on April 4 will send a certified letter they received it on April 8. Ive tried numerous phone to get through to them to Fallon on 417. We got a call from ****************** stating that we were in for our payment and they gave us a phone number I called thatphone number and spoke with someone and they told me that a manager would be getting back to me. No one has called as of yet

  

  Business Response

  Date: 04/24/2025

  Thank you for contacting us regarding this consumers complaint. We are currently attempting to resolve the matter with the consumer and have contacted the certificate company handling the cruise booking. There was some confusion regarding the email address provided to the company and efforts are being made by all parties to resolve the issue.  
  
  For over 20 years, RSI Vacations and its affiliated brands have proudly served more than ******* subscribing members across *****************. Each year, we help our members save money on over ****** completed vacationsfrom cruises and resorts to condos, hotels, and curated getaways.
  
  We maintain offices in three U.S. states, and 100% of our customer service team is based in *****************. When you call us, you speak with a real, friendly humannot a robot. In fact, youll find our phone number on every page of our member websites, because we believe accessibility and personal service still matter.
  
  Were honored to receive thousands of positive reviews annually and are proud to be recognized with multiple awards from leading cruise lines and resort partners. Our commitment to member satisfaction, unbeatable value, and true service sets us apart in the travel industry.

• Initial Complaint

  Date:03/25/2025

  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.

  Please see the uploaded document.

  

  Business Response

  Date: 03/28/2025

  I am responding on behalf of Brio Vacations. This consumer purchased their benefits package on March 21, 2025 and we received their notice of cancelation March 27. Upon receiving the cancelation notice we immediately canceled the membership and released the initial deposit back to the consumers original method of payment. It saddens us to hear this consumer had an unsatisfactory experience. We regret their decision to forgo their purchase, as it means they will miss out on the significant vacation savings benefits offered through their membership, which are exclusive and not accessible to the general public.

• Initial Complaint

  Date:02/23/2025

  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 was reviewing bills and expenses for the last year to prepare for taxes and found this transaction on one of my credit cards for $3,294 on June 28th (even though the email states June 15th which is odd). We did not agree to this charge nor do we know what it's for or offers. We would like to get a complete refund for this charge as it was not authorized.

  

  Business Response

  Date: 02/25/2025

  I am responding on behalf of RSI Vacations to the complaint submitted by the ********* in which they stated they did not authorize a charge of $3,294. 
  
  Back on June 15th, 2024, the Hewitsons attended a Zoom meeting with one of our **************** agents. They were provided an upgrade opportunity containing additional and far-reaching benefits. Today, we re-sent them the contract they signed using ******** for their signatures. Although both the meeting and the signing of the contract took place on June 15th, we did not run their card until June 28th per our internal policy.
  
  We have asked the Hewitsons to contact the BBB back stating a contract was indeed in place. In turn, we ask this complaint be removed from our profile.
  
  Thank you.

• Initial Complaint

  Date:02/20/2025

  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.

  Last night I participated in a vacation club presentation with the promise of $100 gift certificate to a restaurant and a free cruise for 3-5-7 days. This was clearly false advertising as the hundred dollar gift certificate was really just coupons to restaurants where you had to make minimum purchases not agift card and the free cruise cost nearly $500 per a couple to book. The room is a below deck interior state room that you canbuy for about that same price. They also said the presentation would last 60 to 90 minutes and while the group did not ask any questionswe were on the phone for well over two hours And not because we were asking a lot of questions. This truly is a case of false advertising that could be one in a federal court I would appreciate your assistance.

  

  Business Response

  Date: 02/24/2025

  Thank you for contacting us regarding Mr. ******* complaint. From the very first contact to invite our guests to attend a presentation, our invitation contains a website link that offers full disclosure of all gift incentives that we will provide for our guests (*******************************************************). We pride ourselves on being totally transparent about all our gift offers. Additionally, RSI Vacations holds an A+ rating from the Better Business Bureau, which we consider a significant achievement (************************************************************************************************************************************).

  Customer Answer

  Date: 02/24/2025

   
  I am rejecting this response because: your terms around the gifts are buried very deep. The average consumer will never see these but you sure market the FREE.   Im sure Word will get around about your vacation deals and youll just rebrand your companys name. Very deceptive.
  
  

  

  Business Response

  Date: 02/28/2025

  The link we provide in the email we send takes the invitee straight to the Promotional Disclosures page (*************************************************************). Approximately half-way down the page is a section prominently displayed in large capital letters called DISCLAIMERS AND EXPLANATIONS FOR YOUR VACATION OFFER. The invitee is instructed to click on the picture. All disclaimers and explanations are instantly populated. The disclosures are not hidden. They are not hard to find.

  Customer Answer

  Date: 03/01/2025

   
  I am rejecting this response because: sounds like you think you have all of your bases covered. I will proceed from this point forward and post on social media so that other people can be aware of the gimmick.  You are a high-pressure sales organization, selling junk and offering individuals junk in exchange for their 60 to 90 minutes, which turns into 2+ hours. If I were you, I would work for a company where I felt better about what I did.
  
  

• Initial Complaint

  Date:01/27/2025

  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.

  We received a postcard in the mail on 1/12/25 with an offer to attend a seminar at ***********, **************************************************************************** on 1/19/25 at 3:00pm to discuss vacation and travel services. The seminar was presented by "*******," a VP of RSG/RSI, a travel wholesaler who is contracted with ******* World Vacations (***********************************************, ************) to provide vacation services to members. Members must purchase a license at the cost of $7995 in order to take advantage of deeply discounted vacations. We were told that because RSI is a wholesale travel service, we would save a significant amount of money on vacations and that the cost of our membership would be recovered in approx. 3 trips. My husband and I decided it would be a benefit to us as we frequently travel so we signed up. It took 5 days to get log in to their website Any Trip offered by *** was no more than 10% discounted.When we called the **************** also the main number listed online for *** we always spoke to the same person who did not provide her name. When we called on 1/24/25 to request refund we were told that there were absolutely no refunds and that the call would be escalated to another person who would call us back on 1/27/25. When we did not receive the call today, I called yet again and spoke to the same person. She told me to "do what you need to do" because a refund was not **************** is the timeline:1/16/25attended seminar 1/22finally received our log in information which was simply our e-mail address and phone 1/23Called Reservation Line to book the cruise 1/24Called the ************** to request a refund and provided the reason 1/24Called out Bank to begin the investigation and to stop the charge 1/27Called the ************** to f/u on the escalation request and was told to DO what we needed to do

  

  Business Response

  Date: 02/03/2025

  I am responding on behalf of RSI Vacations. This member was activated into our database by ******* World Vacations, a valued client of ours. As soon as we received the members complaint we forwarded its contents to ******* World Vacations. ********* team informed us they have contacted the member regarding her concerns. We were then notified the member has been very responsive and understanding and is willing to give all concerned another try. Thank you for contacting regarding this members concerns.

• Initial Complaint

  Date:12/16/2024

  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.

  On 10/16/24 my husband and I completed a Zoom presentation for Brio Vacations. After the group presentation, we we did opt to purchase for $6294. The salesman promised specifically with purchase a 7 day cruise for 2 to ******. This was to be in addition to the cruise gift for attending the presentation. After completion, the gift certificate for attending was texted to my cell. The Alaskan cruise did not. I reached out and was told it would come after 10 business days, it did not. I reached out again, the response was they are sending it out again, it never came. Again reached out, and he was to call me in an hour with good news, no call. Reached out again and still nothing. I have tried emails with no responses either. Waste of money. No savings. The business does not provide what is promised. The savings they showed on the presentation for vacations are non-existent. I have found no savings that are any use. Total waste of money. No customer service. Complete scam.

  Customer Answer

  Date: 12/31/2024

  Attached file as requested

  

  Business Response

  Date: 01/07/2025

  Thank you for contacting us regarding Ms. ******* complaint. Despite our commitment to always providing our members the lowest pricing on all forms of vacation and travel, Brio Vacations does NOT ever provide 'free vacations' as part of its membership offerings, as such, Brio wholly disputes this customers claim. No such promise of a 'free Alaska cruise' is part of any membership contract with this member or any other member. The reference made to the 'cruise gift' that was delivered to this member is a marketing promotional gift arranged through a third party that is provided to each invited guest who attends one of our seminar presentations as a courtesy in exchange for their valuable time. We are currently attempting to resolve the matter with the consumer.
  

• Initial Complaint

  Date:12/09/2024

  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.

  We received a flyer inviting us to attend and participate in a sales presentation in exchange for travel vouchers that would provide us with a complimentary 3-7 day cruise with one of three companies. We participated in the presentation on 11/6/24 and fulfilled all the requirements to receive the promised vouchers; however, the company did not provide the vouchers. The flyers were sent via RSI's sister company, Brio Resorts (their website claims they are the same company) and the representatives scheduling the presentations used the email address: ***************************** They later told me to contact Brio for the vouchers, but Brio did not answer or return any of my calls, despite leaving messages. I tried to upload photos of the flyer, but your website would not allow it. I can send this, as well as the emails I received from the scheduling representative, by email. Thank you!

  

  Business Response

  Date: 12/12/2024

  Thank you for contacting us regarding Ms. ******** complaint. Our records show we did email the certificates but obviously they did not make to her. Today (12/11/2024) we resent the certificates electronically from a different server. The certificates were sent to the email address she provided in her complaint. We hope our response adequately addresses Ms. ******** complaint.
  

  Customer Answer

  Date: 12/13/2024

   
  I am rejecting this response because: The codes sent were rejected by their website and they are not answering their phones or returning my calls or texts. I have attached a copy of a message to their representative. Prior to our attending the sales presentation, their representative responded to messages on this phone line but they are no longer responding. A representative did send the defective codes to me via the phone number.
  
  

  

  Business Response

  Date: 12/18/2024

  A new set of certificates were sent out Ms. ******* on or about December 11th  with verified active serial numbers. We apologize for any confusion on our part that created concern for Ms. **************

• Initial Complaint

  Date:09/26/2024

  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.

  On September 19th, 2024, I received a mailer inviting me and my spouse to attend the 2024 Brio Vacations Travel Show via Zoom and in exchange for our time we were committed to receive a Cruise Certificate for Two Adults for a 4, 5, or 7 Night Cruise on a major cruise line with Round trip Airfare and a BONUS $100 Dining Certificate - **************. I called the mailer's Brio Vacations number on 9/20 and setup an appointment on September 24th, 2024 at 8:30pm to attend the Zoom Travel Show. I received a number of emails, few text messages and a phone call from Brio Vacations confirming the appointment and the free gifts (Cruise, Airfare, and $100 Gift card). In exchange for our time (required minimum attendance of 60 minutes) and opinion, we were committed to receive a Cruise Certificate for Two Adults on a 4, 5, or 7 Night Cruise with Round trip Airfare and a BONUS $100 Dining Certificate from **************. On September 24th, 2024, @ 8:15pm, My husband and I dialed into and participated in the Zoom for over 90 minutes. In our final presenter / salesperson session, the presenter thanked us for our participation and reiterated that we would receive our gifts via email in next two hours. The email with the gifts was not received. My husband and I are very busy, hard working family with 3 kids. Our time is valuable.I spend time trying to reach out to the company regarding our vouchers. I sent few emails.We got no respond at all.This company is a scam!I would like to receive what they promised to us and used our time trying to sell us a product like a timeshare.

  

  Business Response

  Date: 10/03/2024

  Thank you for contacting us regarding Ms. Rober’s complaint. We resent the certificates electronically on October 1st, 2024. The certificates were sent to the email address she provided in her complaint. We hope our response adequately addresses Ms. Rober’s complaint.

  Customer Answer

  Date: 10/03/2024

   
  I am rejecting this response because:
  The certificate the company provided to the restaurants are not $100 certificate. It’s discounted coupons to various of different restaurants and the maximum you can get it’s $10-15 discount, but first you have to spend $30. See attached file.

  The vacation certificate they provided it’s a fake. They sent me a registration and charge me for some kind of deposit over $200. See attached files. 
  After it they send me an email confirming my payment and that’s all. No website or any kind of information was provided to book a vacation and how to do it.

  It’s all scam! 
  

  I wanted a real deal and rewards after spending my time and presents at their presentation.