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:12/08/2023

  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.

  In February 2016, my husband and I attended a Coconut Club presentation. Regretfully we paid them $5500 for a membership to receive discounted vacation deals. We only used the services once or twice since becoming members as we were consistently able to secure better, cheaper vacation deals on our own. Coconut Club Vacations has changed servicing companies, now for the third time, since we became members. We have decided we no longer want this membership. I sent messages through the Contact Us portals on both the old and new websites, and returned our dues invoice, all requesting a Mutual Release document, as had been mentioned by the company in previous complaints, so that we could walk away from the membership.I received a call back from a representative in Member Services billing department today. She told me that the previous servicing company, Leisure Time, offered the Mutual Release, but the new servicing company, ***************, does not. She also told me that the only way to get out of the membership is to sell or transfer it. Nobody wants to buy this membership! There is nothing in the contract that says this is a perpetual membership. The contract only says initial membership term is six months paid and six months complementary. The buyer can elect to enter into a new membership at the end of the initial membership. At buyers option by payment of dues. We have continued to pay our dues, all of these years, and we are up-to-date at this point. We want out of this membership. If we cannot get some resolution, I will be forced to consult an attorney and file a plaintiff. Complaint suit against Coconut Club Vacations.

  Business Response

  Date: 12/08/2023

  Member(s) last travel request was in 2017 and that trip was booked, there has not been any other travel requests from member(s). To add as far as the Mutual Release, each contract is different, member(s) need to simply review their contract paperwork that they signed as it goes over all of this in there. Member(s) statement of the initial 12 months is not relevant to account as it states member(s) enter into a new agreement by simply paying dues, which has been done, and member(s) account is current until 02/07/2024. Member(s) simply need to review the contract paperwork that they signed and contact our office to get this resolved. 

  Customer Answer

  Date: 12/11/2023

  I am attempting to respond to the business's response, which I reject. I have contacted the company, through the "contact us" portals of their old AND new websites, and I have spoken to a representative in their Member Services ******************* trying to resolve this issue, as the business commented I should do in reply to  my complaint. As shown in many other complaints by purchasers of their services, the business has offered a Mutual Release document to the purchasers with similar complaints. We are asking for the same. We have paid our membership dues on time every year to stay with the company, but we no longer wish to have a membership. We want to be released.

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20975973
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 12/11/2023 10:00:21 AM
  I am attempting to respond to the business's response, which I reject. I have contacted the company, through the "contact us" portals of their old AND new websites, and I have spoken to a representative in their Member Services ******************* trying to resolve this issue, as the business commented I should do in reply to  my complaint. As shown in many other complaints by purchasers of their services, the business has offered a Mutual Release document to the purchasers with similar complaints. We are asking for the same. We have paid our membership dues on time every year to stay with the company, but we no longer wish to have a membership. We want to be released.

  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/13/2023

  As stated response stated each contract is different, no contract is the same, member(s) simply need to review their contract paperwork. 

  Business Response

  Date: 12/13/2023

  As stated response stated each contract is different, no contract is the same, member(s) simply need to review their contract paperwork. 

  Business Response

  Date: 12/13/2023

  As stated response stated each contract is different, no contract is the same, member(s) simply need to review their contract paperwork. 

  Business Response

  Date: 12/13/2023

  As stated response stated each contract is different, no contract is the same, member(s) simply need to review their contract paperwork. 

  Business Response

  Date: 12/13/2023

  As stated response stated each contract is different, no contract is the same, member(s) simply need to review their contract paperwork. 

  Business Response

  Date: 12/13/2023

  As stated response stated each contract is different, no contract is the same, member(s) simply need to review their contract paperwork. 

  Business Response

  Date: 12/13/2023

  As stated response stated each contract is different, no contract is the same, member(s) simply need to review their contract paperwork. 

• Initial Complaint

  Date:04/18/2023

  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.

  Coconut Club, Vacations Joined May 8, 2016, Traded a time share plus a few hundred dollars for the initial membership. The company has called me several times and sent me numerous letters and emails wanting more money from me for annual dues. On numerous occasions I told the person calling to read number8) on the contract. I understand my dues are not current. I also understand my dues are $199.00 a year. The part that the Coconut Club Vacations fail to comprehend is that if or when I decide to use the membership, I will have to pay all the back dues. The company has sent me to collections.

  Business Response

  Date: 05/09/2023

  Per members contract paperwork it states the services are suspended not the dues, it continues to state the dues increase 5% or the cost of living, whichever is greater. Member has received yearly ********, re-********, calls, emails along with weekly newsletters with current specials and offers. We have made multiple attempts to contact the member to help them either bring their account up to date to utilize the services they purchased, bring it up to date to sell/transfer as their contract states, along as the account is current and we approve the transfer or to close the account through a Mutual Release. There has been no response on the members part to resolve the account. 

  These members simply need to contact our office to either pay their fees up to current to use the benefits or to sell/transfer their membership themselves just as their contract states with our approval of that sell/transfer or the other option is to contact our office to reach a fair settlement agreement to properly close/cancel through a Mutual Release document which breaks the current agreement then having no further cost or obligations. 

  Business Response

  Date: 06/23/2023

  Member(s) purchase date was not in 2016, member(s) purchased their membership on 05/09/2015. Member(s) need to review their contract paperwork as I stated in my previous response. Per members contract paperwork it states the services are suspended not the dues, it continues to state the dues increase 5% or the cost of living, whichever is greater. Member has received yearly ********, re-********, calls, emails along with weekly newsletters with current specials and offers. We have made multiple attempts to contact the member to help them either bring their account up to date to utilize the services they purchased, bring it up to date to sell/transfer as their contract states, along as the account is current and we approve the transfer or to close the account through a Mutual Release. There has been no response on the members part to resolve the account. 

  
  These members simply need to contact our office to either pay their fees up to current to use the benefits or to sell/transfer their membership themselves just as their contract states with our approval of that sell/transfer or the other option is to contact our office to reach a fair settlement agreement to properly close/cancel through a Mutual Release document which breaks the current agreement then having no further cost or obligations. 

• Initial Complaint

  Date:04/10/2023

  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.

  Received a collection notice from this company. I don't even know who they are. I have never used their service for anything. I would like the collection to stop.

  Business Response

  Date: 05/09/2023

  Upon review, this account has been closed/cancelled. 

• Initial Complaint

  Date:04/06/2023

  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.

  Opening New Compliant due to ongoing harassment and threats of additional fines never listed in the bylaws.** 2013, paid in full for Funtasia Vacation Membership. ******************** stated to continue to have website access/use services, we had to pay $199 in annual dues which would ensure website access; that travel services suspend if dues are not paid. At renewal in May 2018, we made the decision NOT to renew dues as we were not using the services any longer. I received multiple calls from Funtasia where I stated we are not seeing benefits don't plan to renew or continue. I continued to get calls, but now the Funtasia Rep said they had all these new offerings and would waive my past due dues" but ONLY if I came to a multi-hour presentation in person across town - no exceptions. I said I was not at all available and asked them to share the information over the phone. This was refused. I repeated I was not available to come in person period and again, we would not renew and to cancel the membership. In 2022, I filed a BBB complaint on this same issue . My complaint stated I wanted to cancel my membership and release their claim of unpaid dues as services were never rendered or received. Not only was this denied but the paperwork they sent required the only way to cancel the contract was to pay dues AND agree never to make derogatory remarks about them. Yearly since May 2018, I have consistently responded that our membership, which was paid in full in 2013 is not worth it to renew. On 3/23/23, another renewal email stating "you have never requested to cancel and have not obtained a mutual release..." I offered to pay $10/yr and made it clear that I wanted to cancel the membership. I repeated the bylaws which do not state any of which they are demanding. The response I got back was again you have never requested to cancel. Now they are threatening they will charge me an additional $995 separation fee in addition to past dues for services not used.

  Business Response

  Date: 05/08/2023

  First of all it is not harassment to collect on a debt owed to the company, these members have not requested to close their account by mail,phone or email. We have done our part in trying to reach them to reach a fair settlement agreement to either bring their account up to date to utilize the services they purchased, bring it up to date to sell/transfer as they agreed per their contract or to close it through a Mutual Release. Simply not paying the dues does not close the account, as the contract states the services are suspended, not the dues, the dues continue to be due each year.
  
  We do not hold in person meetings, everything is done by phone,email and mail. Members may have this mixed up with something else. Member continues to refuse to resolve the debt owing, we have done our part in helping the member reach a settlement agreement to resolve the account to no avail. As this is a final closure there is documentation that has to be completed along with settling the debt owing to the company.
  
  These members are no different than other members who have failed to pay as agreed and had previously never requested to cancel but claimed so in an effort to try and get out of a debt owed. These members simply need to contact our office to either pay their fees up to current to use the benefits or to sell/transfer their membership themselves just as their contract states with our approval of that sell/transfer or the other option is to contact our office to reach a fair settlement agreement to properly close/cancel through a Mutual Release document which breaks the current agreement then having no further cost or obligations. 

• Initial Complaint

  Date:03/17/2023

  Type:Billing 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.

  Many years ago, when we resided in ********, we attended a Coconut Club presentation. Regretfully, we paid them $5,000 for a membership to recieve discounted vacation deals. Almost immediately, we discovered that the firm was a scam. We were consistantly able to secure better, cheaper vacation deals on our own. WE NEVER USED THEIR SERVICE. For the first couple years we called various times attempting to cancel our membership but the representatives never followed through with our requests. After those initial years, the company appeared to go dark and communications were not possible. Now, after more than 6 years, they have resurfaced and are sending collection letters and messages, stating we owe back annual fees for services we did not, nor could use because they were dark. It is apparent the master company was sold to a broker and they are now attempting to collect funds for services not rendered. DO NOT TRUST THIS COMPANY...IT IS A SCAM!

• Initial Complaint

  Date:02/22/2023

  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 signed up with Coconut Club Vacations in 2016. In 2020 we did not want to renew our membership. I spoke with Coconut & was told to put this in writing. I did. Then I was informed that we had a lifetime membership, which we never agreed to, and that if we no longer wanted the membership could sell/transfer it or would have to pay a $995 separation fee. My contract does not state that this was a lifetime membership. Coconut Club continues to call/write and harass me, my husband, my parents and my in-laws. My husband spoke with them last week and was again told that we had to pay a $995 separation fee to Travel Center to cancel our membership. I read our contract again and it does not state anywhere that we have a lifetime contract. One of the documents we signed states that the initial membership term is 6 months paid & 6 months complimentary. After that the buyer has the option to renew. I spoke with ***** from Travel Center who told me that they are the company fulfilling my contract with Coconut Club. I explained that my contract does not state that it is a lifetime membership, she answered that that's what it is and that I should have asked. I told her about the signed document stating that the membership term is 6 months paid & 6 months complimentary. ***** told me that she did not have this document. I texted it to her; she said she'd share it with the director. ***** came back on the phone and stated that because we renewed my contract it became a lifetime contract. This did not make any sense to me. ***** transferred me to her supervisor, who told me that instead of the $995 separation fee, I could pay around $700(+) in past dues. I declined this offer since I never agreed to a lifetime contract.

  Business Response

  Date: 02/23/2023

  These members requested to cancel 10/12/21 and we went over their options available to them, that they could sell/transfer their membership so long as the fees were up to date and we approved that sell/transfer but they stated they did not want to do this so we offer them a fair settlement agreement to properly close/cancel their membership having no further cost or obligations and have continued to try and help them resolve their open unpaid accruing balance but they have failed to resolve their debt. The 6 months paid & 6 months complimentary was a statement on the purchase agreement or sales slip was was only for the first year of the membership then if they continued their membership after the first year their membership contract was in force with us as they paid their annual dues after that first year and continued to renew for 3 more years. These members simply need to contact our office and resolve their open unpaid accruing balance like everyone else as it was explained to them time and again that their unpaid fees do accrue from year to year just as the contract states!

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19437088
  
  I am rejecting this response because:
  Our contract does not state that it is a lifetime commitment and we did not sign any paperwork agreeing to a lifetime commitment. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/13/2023

  This issue was already responded to in my previous email dated 2/23/23 listed below.

  These members need to contact our office to reach a fair agreement to either bring their membership account up to date to use services or to sell/transfer as previously pointed out that this is contain within the membership contract agreed to and signed by you or properly close it out through a Mutual Release document which breaks your current agreement then having no further cost or obligations. Continuing to excuse their self from this debt will not resolve it. We actively collect on all open unpaid accruing fees/account balances and will continue to do so until the membership accounts are resolved!

  Previous email response 2/23/23;

  These members requested to cancel 10/12/21 and we went over their options available to them, that they could sell/transfer their membership so long as the fees were up to date and we approved that sell/transfer but they stated they did not want to do this so we offer them a fair settlement agreement to properly close/cancel their membership having no further cost or obligations and have continued to try and help them resolve their open unpaid accruing balance but they have failed to resolve their debt. The 6 months paid & 6 months complimentary was a statement on the purchase agreement or sales slip was was only for the first year of the membership then if they continued their membership after the first year their membership contract was in force with us as they paid their annual dues after that first year and continued to renew for 3 more years. These members simply need to contact our office and resolve their open unpaid accruing balance like everyone else as it was explained to them time and again that their unpaid fees do accrue from year to year just as the contract states!

• Initial Complaint

  Date:02/17/2023

  Type:Billing 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.

  Date of sale; 9/24/16. Paid on that date *******. Agreement to keep travel club membership active is to pay ****** yearly, If not paid yearly, membership would become inactive and would not become active unless all back fees are paid. We only renewed a couple of times as we were offered if we paid by phone, we would only be charged *****. May of 2018, I received a promotional email from the club about a trip to Ireland. I have the entire email chain showing that after initial interest, I let them know I found a better deal on another travel website for not only a thousand dollars cheaper but included travel insurance as well. We knew at that point, we no longer wished to pay a yearly fee to a travel company when we could find better deals without assistance. So, we never paid the yearly fee again. Everything was fine until 8/7/20. I started getting harassing calls from representative at Coconut Club. They changed their name. Our contract was with Ultimate Excursions. She yelled at me on the phone that we had to pay ****** a year FOR LIFE. I asked to speak with her supervisor. I was put on the phone with manager. He also yelled at me and told me I had to pay FOR LIFE. After hanging up, I sent manager an email for proof in writing that I was going to not only contact the BBB, but also get on every website they have, and let people know about this SCAM. I also sent him his own contract language showing why I did NOT have to pay for life. I have proof in emails from Manager that our file is marked "inactive" and "Do not contact". These emails are dated 8/10/2020. I have them all. Never heard anything from them again. Until yesterday. 2/16/23. Nearly three years later. representative called harassing me AGAIN. We got in a verbal altercation on the phone. I hung up on her and she called me right back from another number. After hanging up, I sent both she and Manager an email which I have everything as proof. Emails in complaint uploaded.

• Initial Complaint

  Date:02/14/2023

  Type:Order 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.

  Years ago I registered to win a car at a mall in my city. A company called Coconut Club vacations reached out to me inviting me to check out if I won or not by asking me to attend their timeshare presentation. I was told that I was not under any obligation and after the presentation I could find out if I won a car or a vacation. I politely said no thank you at the ask if I would join their timeshare. The man smiled and I left. Years later I keep getting threatening letters about suing me that Ill be in debt collections if I dont pay and my membership is in dire straits. I never signed up I never signed anything for their timeshare and never used their services! Im tired of the harassment and this company is fraudulent in their practices to go after people who thought they were only viewing a presentation in the hopes of winning a car. Sleezy business practices!

  Business Response

  Date: 02/15/2023

  This consumer did not purchase a membership from ** or an Independent Distributor that sells the travel package products that we provide services for and never signed up to use or services so this membership account is closed/cancelled having received a billing notice from our third party ****** which was sent in error and should be disregarded for this membership account only! 

  Customer Answer

  Date: 02/27/2023

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

• Initial Complaint

  Date:02/08/2023

  Type:Billing 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.

  This company out of nowhere is sending me a photocopy of an agreement with my name and former address and email from over 7 yrs ago. There is no letterhead on it stating the company information. Several years before that, I had gotten involved with a service under a totally different name, which I never used and cancelled.Now a few weeks later, they sent a letter looking for $398 to either 1. Use that amount for one full year of service: Limited Time offer (valid for 10 Business Days) Price includes 2yrs of dues, having all other past dues and fees waived upon payment received. $100 off your next Hot week and $1000 in hotel discounts, good for twelve months OR 2. Pay $398 for mutual settlement and release, Upon payment being processed successfully you will receive the document to sign and return to complete the process.I have never heard of these people. My original service was canceled years ago and never used, I never received any money from these people or paid any fees ever, and now they are looking for $398 for them to leave me alone? I do not owe this company any money and would like this harassment to stop.

  Business Response

  Date: 02/08/2023

  This consumer/member purchased this travel club members from an Independent distributor  and we are the fulfillment company/travel provider for the travel package purchased. on 8/2/16 this member called our office adding 4 families as authorized users to her membership account allowing them to use the travel services with her permission. On 10/31/16 we spoke with this member about her yearly fees which had come due on 10/7/2016. We went over her options on her yearly fees. This member stated she had been caring for her parents and unable to travel that in fact her mother had passed but she was still taking care of her father so not traveling at this time. Her option per her contract allowed her to use the total 5 years of dues to either skip one year or more at a time until she had used up the 5 years as a total. We never stop billing, rebilling, sending letters of her yearly fees and that she had in fact used up her total of 5 years so her dues were due and past due for 10/7/20,10/7/21, & 10/7/22  and this was all sent my mail. As a courtesy we also called and emailed her with the latest contact information she had provided. Nothing charged with her travel club membership except her site information but because her fees were unpaid she could not have fully accessed that site as all fees must be up to date to utilize the benefits. The email provided was no longer valid as of 4/16/18 per automated response from attempting to contact this member.  This member simply needs to contact our office as we have made every attempt to reach a more than fair settlement agreement to either bring her membership account up to date or  properly close it out through a Mutual Release document having no further cost or obligations. 

• Initial Complaint

  Date:01/23/2023

  Type:Order 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.

  I have been receiving collection notices from Coconut Club Travel Club's debt collector: ******************** Services, ***** I am not affiliated with, am not receiving services from, and have no knowledge of. They claim I have an outstanding balance with them. I have never done business with them or used them to take a vacation or anything else. I have never received monthly bills for this ********** to these debt collection letters, I am told I have an investment with this company and I know nothing about them. This appears to be a fraudulent misuse of my identity. I want them to close this file and the associated membership they claim I am enrolled in.

  Business Response

  Date: 01/23/2023

  This membership account is closed/cancelled and we have contacted the third party billing company to cease any further ********/notices as these members were offered our services only when they signed our membership paperwork and paid the annual fees which they never took advantage of!

  Customer Answer

  Date: 01/24/2023

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