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:07/08/2024

  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.

  My wife and I signed a new timeshare contract with RVC - *************** on May 6, 2024. The amount paid that day was $13,344.18 USD. We cancelled the contract in person and in writing on May 9, 2024 (within the 5 day rescission period). The contract states that a full refund would be made within 15 business days; it also states that 9% interest would be paid if the full refund amount had not occurred within 15 business days. As of July 6, 2024 a full refund has not been made.We have made numerous attempts to several parties requesting that the full refund be made; we have had very little response. Finally, on June 27 we did receive a partial refund of $6,187.91 USD on one of the two credit cards that were used at the time of signing.RVC still owes us a refund of $7,156.28 USD plus 9% interest on the entire $13,344.18 USD since the refund was not made within the ************************************************************************** I can provide clarification on any of the details of this transaction.

  Business Response

  Date: 07/09/2024

  To Whom It May **************** This communication is in response to ********************** 's complaint.  We are in the process of contacting the ****** and will work with them to get their issues resolved.
  
  Please feel free to contact us if you have any further questions or concerns regarding this matter.
  
  Sincerely,
  
  ***************************
  
  ****** Services Manager

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21950738
  
  I am rejecting this response because:

  Raintree has not refunded the total amount of the contract that was canceled. The contract and payment receipt showed all amounts in USD.  The refund must be for the full amount that we paid in USD. The total we paid was $13,344.18 USD.  We have received two partial refund payments of $6,187.91 USD and $6,254.96 USD equaling a total of $12,442.87.  The balance due is $901.31 USD.

  The terms of the contract also stated that if the refund was not made within 15 business days that interest at a rate of 9% would be paid. We canceled the contract in person with ***************** in *************** on May 9, 2024.  The 15 day period to make the refund without interest ended May 30, 2024.  We are owed the interest from May 30 until the total refund is made.  

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

  Business Response

  Date: 07/15/2024

  To Whom It May **************** This communication is in response to ********************** 's response and second complaint. 

  
  After speaking with the Sales team, the correct amount was refunded however due to the difference in exchange rates from the dates purchased and the dates refunded there was a difference in the amount received.  This was explained to the ******, and he was directed to his banking institution should he have any further questions.
  
  Please feel free to contact us if you have any further questions or concerns regarding this matter.
  
  Sincerely,
  
  ***************************
  
  ****** Services Manager

• Initial Complaint

  Date:01/29/2024

  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 1/28/24 called Raintree Vacation Club to get my password reset. Phone call went automatically to a 3rd party company asking for my payment. I noted that I wanted to pay on line through my account. They told me that they could take the payment and I am locked out of my account until I pay the amount. I asked them to transfer me to Raintree to speak with them about this. The lady told me that they could not do that until I make a payment. I called ************** which was the number on the website. This is unethical and harassment for payment.

  Business Response

  Date: 02/15/2024

  To Whom It May **************** This communication is in response to ****************** complaint.  Please allow me to take this opportunity to address the ******s Concerns.

  
  Raintree ******s are sent to Concord automatically as soon as they are delinquent so that they can make their maintenance fee payment as our Guides are not able to take payments on delinquent accounts.  

  
  Our records indicate that ****************** called into the call center on 1/29/24.   As her maintenance fee was due on 1/28/24 she was considered delinquent. Once her account is current, she may call the Raintree Vacation Guides at ************** to make reservations.
  
  Please feel free to contact us if you have any further questions or concerns regarding this matter.
  
  Sincerely,
  
  ***************************
  ****** Services Manager

• Initial Complaint

  Date:01/24/2024

  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.

  RVC/CR MEMBERS MISC ******* ** CHARGED MY DEBIT CARD ****** FOR HALF OF MY PAYMENT FOR HOTEL RESERVATION IN ***** TO ***********. SHORTLY AFTER THEY SENT AN EMAIL THAT IT WAS AN INVALID CARD YET THE MONEY WAS CLEARED FROM MY ACCOUNT. THEN THEY CANCELLED MY RESERVATION. MY MONEY WAS NOT RETURNED AND NO ONE SEEMS TO HELP ME OUT-- I CALLED BOOKING.COM AND ATTEMPTED TO CALL RAINTREE AND IT IS AN OUT OF COUNTRY NUMBER IN *************** ******.

  Business Response

  Date: 01/24/2024

  To Whom It May **************** This communication is in response to ******************** complaint.  We have been in contact with this Guest and the refund was processed on 1/23/2024.
  
  Please feel free to contact us if you have any further questions or concerns regarding this matter.
  
  Sincerely,
  ***************************
  ****** Services Manager

• Initial Complaint

  Date:10/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Oct 5th, 2023 we attempted to book a room at Club ****** with Raintree Vacation Club, which is housed at Club ******. I pay over $2,300/year in maintenance fees and until now haven't hard a problem booking. Now, even though I paid over $2300 in May, I cannot book a room in February, even though there are rooms available. This is not acceptable to me. I tried many dates and many locations there were available if I paid in cash, but not using the points I pay for. I want to be able to stop paying maintenance fees if I cannot use the property. They should not be allowed to do business.

  Business Response

  Date: 10/10/2023

  
  To Whom It May *********************** letter is a response to Ms. ******* complaints regarding availability with Raintree Vacation Club.  Please allow me to take this opportunity to address the Members Concerns:

  
  Availability:  the time that Members make their reservations in advance can make a great impact in the availability of some resorts and rooms. Many of our Members make reservations with **** months in advance, up to two years with RCI, and therefore some resorts get booked quickly. We highly encourage all Members to make reservations with the most time possible, to guarantee availability in the desired location. Since Raintree Vacation Clubs inventory is available for booking at 12am CST and up to 365 days out, it would also be best for Members to try to make reservations online as soon as its available to get the best shot at booking.

  In regard to Ms. ******* comments about inventory being available even though she cannot book it with points, Raintree has a portion of its inventory owned by the developer and or not eligible for member travel due to defaults.  A portion of this inventory is placed on the OTAs (online travel agencies) such as Expedia to rent as an effort to offset the costs of Raintree Vacation Club until such inventory can be resold.  This is a common practice in the timeshare industry and most timeshare companies do so.
  

  Please feel free to contact us if you have any further questions or concerns regarding this matter.
  
  Sincerely,

  
  ***************************
  Member Services Manager
  Raintree Vacation Club

  
  

• Initial Complaint

  Date:08/28/2023

  Type:Service or Repair 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 bought a RVC timeshare some 20 years ago. We have been responsible for flipping the bill for Raintree via maintenance fees repeatedly. RVC it is not my responsibility to pay for your business loss during covid. Are you going tovpay for my business losses during covid?The issue is the fact I was sold Vacations that I don't receive. Yes, I get reservations but when I show up I receive the worst view on the property like a turbine. (Or see photos attached) When I use another timeshare I own on some of these same properties, I receive much better views/condos. FYI: Raintree doesn't own all of the two dozen resorts we have access too only a certain number of condos at most. In the last year, I've visited the Kona Reef twice. This used to be called the **************** where they gave snorkel equipment and fun activities, its just a condo now. During covid, RVC chose to sell hundreds of these condos to private owners leaving vacation guests with 22 condos to use at this location. (I bought based on my love of Kona) I have had horrible views and an unsafe experience on this last visit. What am I paying maintenance fees for?, I am asked to take the trash to a garage dumpster in an unsecured garage myself-where the homeless frequent on the property, start the dishwasher and organize the dirty towels. I thought I was on vacation?? The reef charges $8 a day for electricity??? Don't I already pay that in the maintenance fees? I requested a room change and one couldn't be accomodated. I felt unsafe and left my reservation early and paid $350 a night for a last minute hotel. I was not in any way taken care of.I am requesting a refund of ****** points for this awful experience RVC created for me in paradise. I am also requesting a reduction of maintenance fees as RVC sold off our vacation condo options, we have less but still pay more fees. I would like a RVC management/dispute resolution representative to contact me regarding this matter.

  Business Response

  Date: 09/11/2023

  
  To Whom It May *********************** letter is a response to Ms. ******** complaints regarding their Raintree Vacation Club Membership.  Please allow me to take this opportunity to address the Members Concerns:
  Maintenance Fees: While Raintree understands that fee increases are never popular, the maintenance fee may be increased year by year in a percentage that shall not exceed the combined effects of annual inflation, and the variance suffered in the exchange rate between the Mexican peso and the US dollar according to the exchange rate, plus a 10% over the prior year's maintenance fee. This information is included in your contract and Raintree's Rules and Regulations that were given to you at the time of purchase.  Please know that we will continue to try and keep maintenance fee increases as low as possible,while keeping up with the needs of the Club.

  
  **** Issue:  The **** resort is listed as Raintree at Kona Reef, ****** because it is not owned by Raintree Vacation Club.  These resorts are labeled in this manner because Raintree Vacation Club does not have control over the inventory at these resorts but simply has a specific number of rooms that Members are able to reserve in specific locations of the resort, this resort will have a smaller amount of availability that goes rather quickly.

  
  While we apologize that Ms. ******* felt unsafe at ****, their Membership allows them access to all the resorts under Raintrees umbrella as well as access to thousands of RCIs resorts.  If they dont feel comfortable traveling to a certain destination, there are a multitude of other resorts that they have access to travel to.  As per their request we have returned the ****** points to their account.

  
  Please feel free to contact us if you have any further questions or concerns regarding this matter.
  
  Sincerely,

  
  ***************************
  Member Services Manager
  Raintree Vacation Club

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20531694
  
  I am rejecting this response because:

  To RVC,

  Thank you for your prompt response in this matter as well as crediting back the 38k points for the experience at *********. I read our agreement and what RVC quoted related to maintenance fees is how our contract reads. We have always honored that agreement. I believe a maintenance credit is in order due to the fact there is far lessi inventory for us as members now coupled witg the fact I was asked to do all of the cleaning while at Kona Reef. 

  The only reason I have rejected this response is the statement about Kona Reef not being a RVC property. The map on the member website in fact notes this location as a Raintree Resort not an affiliate partner as specified by a blue dot on the map(couldn't upload a copy) So my expectation as a member going to a resort designated as a RVC Resort I would be treated properly and certainly that a condo change was in order after a violent act 100 feet from my balcony occurred and 911 call made. I needed to be taken care of. Again, I appreciate your oneness in this matter. 

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

  Business Response

  Date: 09/21/2023

  To Whom It May **************** This communication is in response to Ms. **************** second complaint.  We are in the process of contacting the ****** and will work with them to get their issues resolved.
  
  Please feel free to contact us if you have any further questions or concerns regarding this matter.
  
  Sincerely,
  ***************************
  ****** Services Manager

  Customer Answer

  Date: 09/21/2023

   
  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.
  
  *************************************************

• Initial Complaint

  Date:07/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I get a time share with raintree and i was highly disappointed they dont have dates so i can't use it at all every time i call to make a reservation they dont have ability they increase the maintenance more than 10% and they supposed to give me voucher's to give to my friends so they can get there and that way y pay for my membership now they increase the points so is amazing expensive to use if you go to expedia they allways can book i think is a fraud i been pay a lot off money for this scam so they broke all the parts off the contract and i want my money back they trat ppl like garbage nobody can answer the telephone its the worst company i need a refund

  Business Response

  Date: 07/25/2023

  To Whom It May *********************** is a response to Mr. ****** complaint.  We are in the process of contacting the ****** and will work with them to get their issues resolved.
  
  Please feel free to contact us if you have any further questions or concerns regarding this matter.

  
  Sincerely,
  
  ***************************
  ****** Services Manager

• Initial Complaint

  Date:06/15/2023

  Type:Service or Repair 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 recently contacted your agency for assistance but was have yet to receive any response from you. We are submitting this to you again in hopes you can help us. We would like to file a complaint against Raintree Vacation Club for their lack of communication regarding our request to cancel our timeshare. Despite sending several letters, we have received no response or options for release.Our experience with the property has been disappointing. We were promised strong trading power, yet we consistently have trouble securing the week(s) we want for direct reservations with Club ****** resorts due to "no availability". We are paying increasing maintenance fees for a property that we can hardly use and whose value has decreased substantially.To give some perspective, we have invested $30,000-$40,000 USD in this timeshare and have had minimal usage. Our children won't be able to use it either. It's a financial liability that is essentially worthless to us.We urge Raintree Vacation Club to take responsibility and address our concerns. We also implore the Better Business Bureau to assist ** in rectifying this situation and ensuring that other consumers are aware of these practices.Thank you for your attention to this matter.

  Business Response

  Date: 06/22/2023

  To Whom It May **************** This communication is in response to ************************ complaint.  We are in the process of contacting the ****** and will work with them to get their issues resolved.
  
  Please feel free to contact us if you have any further questions or concerns regarding this matter.
  
  Sincerely,

  
  ***************************
  ****** Services Manager

  Customer Answer

  Date: 06/23/2023

   
  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:05/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Between **** and **** we entered into a cascading set of three memberships with Club ****** a ******* resort company subsequently purchased by Raintree Resorts. The membership permits the reservation and use of a two bedroom suite within any of 50 weeks per year for one week subject to availability. The second of three contracts amendments also enables the exchange of our memberships annual points through the *** resort exchange program. Since then, and we believe more recently, Raintree is now promoting public access to these facilities through all of the online hotel reservation services without requiring any membership or temporary fees. A call directly to one of the four ******* resorts confirmed that anyone can book the same set of room our membership provides without any membership affiliation.The ability to purchase a hotel reservation on demand is actually less than the annual maintenance fees we are required to pay under the contract whether we use the hotels or exchange our points with ***.It begs the question as to why I would invest in a membershipapproximately $20;000plus be expected to pay a maintenance fee that now exceeds $1,800 annually when I an purchase a set of rooms for less?Nowhere in the documentation I have is this permitted y the management company. The company refuses to acknowledge nor has proffered any evidence of their legal rights to rent my portion of the overall club membership with. Y consent ************* participation.Ive asked for my membership fees to be refunded and the existing contracts to be terminated. If I stop remitting maintenance fees Raintree has threatened to turn any none payment over to a collection agency. I dont think thats fair and their refusal to engage only leads to litigation.

  Business Response

  Date: 05/30/2023

  To Whom It May *********************** is in response to Mr. ******** complaints regarding their RVC Membership. 

  
  Certain subsidiaries/ affiliates of Raintree Vacation Club are the owners of either unsold or foreclosed inventory at different Raintree Vacation Club ******************** ******** this inventory is made available through various rental channels. This inventory is not owned by Members and therefore is not available to book with points.

  
  Since Covid began, rental pricing has been more aggressive and is priced competitively.  Because of this, Members may see nonmember owned inventory on the internet at a cheaper price.  The additional benefits including, but not limited to, bonus points, points expiration extensions, and bonus certificates were given to members over the past couple of years to help compensate for this.

  
  Please feel free to contact ** if you have any further questions or concerns regarding this matter.
  
  Sincerely,

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

  
  Member Services Manager
  Raintree Vacation Club

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20110591
  
  I am rejecting this response because nowhere in any of my contract does does it allow or even mention Raintree or Club ****** rights to sell registrations. It is in direct competition with the members and at prices below member maintenance costs. In addition there is no accounting proffered, hence how would a member not using their timeshare even know if any of this was true. If Raintree wishes to purchase my membership back and/or cancel my contract they are welcome to contact me . This suspicious explanation only provides a basis for a class action against the very management company we are paying to protect our rights.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/07/2023

  To Whom It May **************** This communication is a second response to ********************** complaint.  We are in the process of contacting the Member and will work with them to get their issues resolved.
  
  Please feel free to contact us if you have any further questions or concerns regarding this matter.
  
  Sincerely,
  
  ***************************
  Member Services Manager

• Initial Complaint

  Date:05/24/2023

  Type:Service or Repair 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 am beyond frustrated with Raintree Vacation Club and feel like I've been left in the dark with no communication or updates regarding my timeshare situation. Despite my numerous attempts to contact them, I have received no response or assistance. This lack of communication has caused me immense stress and financial struggles.I have paid a significant amount of money for maintenance fees, even though I have not been able to use the timeshare due to my age and health issues. My husband's passing and my own health decline have made it impossible for me to travel. Additionally, my recent auto accident further limits my mobility, making it impossible for me to even consider using the timeshare in the future.I am now in the process of moving into a retirement facility, which provides assisted living, a clear indication of my declining health status. In light of my circumstances, it feels both unfair and unethical for Raintree Vacation Club to continue to demand payment and provide no assistance or support.I am taking action by filing a complaint with the Better Business Bureau due to Raintree Vacation Club's non-communication and lack of empathy towards my situation. I have already paid them a fortune, and it is time for them to show some accountability and responsibility toward their customers.

  Business Response

  Date: 06/06/2023

  To Whom It May **************** This communication is in response to ******************** complaint.  We are in the process of contacting the ****** and will work with them to get their issues resolved.

  
  Please feel free to contact us if you have any further questions or concerns regarding this matter.
  
  Sincerely,

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

  ****** Services Manager

  Customer Answer

  Date: 06/06/2023

   
  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:05/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been faithful members of yours for over 20 years now. You received your dues like clockwork, with no issues. Now that we are requesting to cancel our contract, you have grown silent. We need this contract canceled as it has negatively impacted our life and finances. We rarely use this timeshare and have no use to keep it. Like we have stated before, it has impacted ** financially. The fees continue to grow year after year and it makes it that much harder to manage. Please take another look at our case and send us feasible options to cancel our contract with you. We look forward to a quick response. Thank you.

  Business Response

  Date: 05/18/2023

  To Whom It May **************** This communication is in response to ********************** complaint.  We are in the process of contacting the ****** and will work with them to get their issues resolved.
  
  Please feel free to contact us if you have any further questions or concerns regarding this matter.
  
  Sincerely,

  
  ***************************
  ****** Services Manager