Complaints

• Initial Complaint

  10/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  For the past two years, we've tried to get in touch about exiting their vacation program, but our requests have mostly been ignored. We want to make our dissatisfaction clear and ask to terminate our services. Their company hasn't delivered on the promises made to us, leaving us with a service that just isn't working. When we signed up, we were promised benefits and flexibility, but the reality has been very different.We've tried to reach out and find a solution, but our concerns often go unanswered. When we do get a response, it's usually dismissive and tells us we can't leave the program, which feels unprofessional and unfair.

  

  Business response

  10/22/2024

  I have read the consumers complaint. We have previously advised him, that while we appreciate him as an owner, we are unable to cancel his contract. The interval ownership is a real estate transaction, and at the time of his purchase he signed a contract; including the Purchase and Sale Agreement, which details the right of rescission.Previously, he has also spoken to the Vice President of Owner Relations. During that call, he informed the owner that we cannot cancel his contract, as it was past the requisite right of rescission, as well as offered his advice and his personal assistance using their ownership, and provided his contact information. His offer to assist the owner remains and he is available Thursday-Monday. The consumer may also contact our **************** team at ************ with any questions or needs he may have.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  From the very start our our experience, we were mislead and given false expectations. We were enticed with a free gift but were adamant that we had no interest in a timeshare purchase, however, upon finding out of our desire to travel to *****, a manager came in and offered us a one night only deal and that a trip to ***** would fit into the accommodations. We thoroughly questioned the manager, but were assured that the trip was attainable.They even doubled down on the ability to use it anywhere in the world. None of this came to fruition and it was a complete misrepresentation of what we were actually getting into. We have attempted to resolve it directly with Boardwalk Atlantic Palace but at this time they are ignoring our communication. We are not sure what to do and just feel stuck and scammed.

  

  Business response

  06/27/2024

  I have read the consumers complaint. We value and appreciate the consumer being an owner with us since 2001 and upgrading in 2006. Our records do show that they deposited their weeks with the exchange company just about every year,starting in 2002-2024. In reviewing their account, we do see a recent communication from May 2024 in which we informed the owner that we are unable to cancel their contract. As stated at that time, their right of rescission is communicated clearly and conspicuously on the Purchase and Sale Agreement and they did not exercise their right to rescind the contract within the requisite time frame. We do wish to see our owners enjoy their ownership. Our customer care team is available and eager to assist our owners with their questions and needs. Please advise the consumer to contact us at ************ and our team is available to help them further.

  Customer response

  06/28/2024

  
  Complaint: 21898906
  
  I am rejecting this response because:

  Depositing our points in an exchange company is not using. What other option were we presented to do with our points. The only reason that it was necessary is because the lack of availability with anything outside of the exchange company.  In terms of the contract, our maintenance fees were less than 300$ to never be increased and now are over 1100$ with no benefit. The business also mentioned a rescission period being clear and concise which could not be further from the truth. We were completely rushed through the closing just to finalize and at no time was anything clear. The sales presentation was over 3 hours and the closing 15 min. *********** has not met the expectations set forth during the presentation and has show no interest to correct. 

  
  
  
  Regards,
  
  *****************************

  

  Business response

  07/02/2024

  I have read the consumers response. By depositing his points into the exchange company, the consumer is then utilizing the exchange company for his vacation use. While the sales presentation may take some time, that is so the consumer is able to learn about the program and is presented with contract options that best works for them. The verification process is when the owner reviews and signs the contract and all documents. This includes the Purchase and Sales Agreement, which states the right of rescission, both at the top and bottom of the document.  The consumer signed this,and all other documents, both at their original purchase, and again when they upgraded. They also had copies of all their documents that they could have continued to read further on their own, after having reviewed and signed with the verification officer. *********** fees are based on unit size, and when the consumer upgraded, he chose a larger unit than his original one. *********** fees are subject to change, and statements are sent to owners yearly. In reviewing his account, other than the May 2024 communication, he had not previously communicated any concerns. While we cannot cancel the contract, the consumer does have the ability to sell her ownership on his own. We cannot be involved in the sale, but we can offer to waive the transfer fee once he finds a buyer. Our customer care team can assist the owner in utilizing his ownership, as well as any questions he has. Please advise the consumer to contact ************, our team is eager and willing to assist. It should be noted that the BBB is not an exit strategy for the release of the consumers contractual obligation.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Keep calling the ************ number for owner reservations and cannot get a response next I placed my phone number for a call back no response been trying to speak to some starting at 11:15 until now

  

  Business response

  06/21/2024

  I have read the consumer’s complaint. I requested a senior member of our customer service team reach out to the owner directly. She did, and left a detailed message confirming the reservation, including her direct contact information, should the owner have any additional questions. She also sent the owner an email confirming her reservation.

  Customer response

  06/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Regards,
  
  **** *****

• Initial Complaint

  10/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was offered ownership and offered lots of discounts parking. I told them I wanted to cancel once I realized it was a scam and they threatened me.

  

  Business response

  10/28/2022

  I have reviewed the consumers complaint. It should be noted that the BBB is not an exit strategy for any contractual obligation between the consumer and our company. The consumer has been advised on multiple occasions they had a seven-day rescission period in which to decide to cancel the contract. However, it does appear that the member could benefit from some additional education regarding how to effectively utilize their timeshare ownership as it does not appear that they have leveraged their time to the maximum benefits. We can assist with this for certain. ******** care can assist by calling ************ Mon to Fri 9-5.

• Initial Complaint

  10/03/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  BBB, I have written several letters to FantaSea explaining my dissatisfaction with my timeshare purchase. I have expressed my desire to exit this contract, however, after multiple denials they have stopped acknowledging my attempts to resolve this matter. I want nothing more than to exit this contract in a timely and amicable manner. I have paid for my FantaSea ownership for six years now and have not had the ability to use it once. This is not an expense I can justify having any longer, especially with the increasing maintenance fees. My husband passed away and I am now on a limited income. I feel that the entire timeshare industry is a scam that should not be legal. I hope that with your assistance I can get an acceptable response from FantaSea.Any assistance you can provide would be greatly appreciated. Sincerely, *****************

  

  Business response

  11/13/2022

  I have read the consumers complaint. We are very sorry to hear of the passing of her husband. During the time she has owned with us, she has made the decision to upgrade her ownership. After reviewing our records, the consumers accusations of a **** of response from our company are false. Our records indicate that we have discussed the consumers options multiple times, and as recent as August 2022. The consumer currently has an outstanding mortgage balance with us of $3,894.16, as well is an outstanding maintenance fee balance of $3,642.72, that our team has tried to assist with, but she refused our assistance. As she was advised, we do not cancel or buy back timeshare ownership. It should be noted that the BBB is not an exit strategy for timeshare ownership. 

*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. ↩