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:02/10/2025

  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.

  I would like the owner or director to call me regarding false information I was told I was getting one package and then theyre lying to me saying Im not going to get it. They never pulled the calls. They wouldnt listen to me and I need to speak to someone not a manager.

  Business Response

  Date: 02/10/2025

  We appreciate the opportunity to address this concern. Our Director of ***************** personally spoke with the guest regarding this matter. Upon reviewing the original sales call, we confirmed that a balcony was not included in the package at the time of sale.

  To accommodate the guests misunderstanding, we extended an upgrade offer at over 50% off, which the guest declined. Since we were unable to fulfill the requested package, we proceeded with a full refund.

  We strive for transparency and customer satisfaction, and we regret any confusion. Please let us know if we can assist further.

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22913357
  
  I am rejecting this response because: they went ahead and cancelled without my permission and no where in there recordings did I say cancel. I hung up because they called me a liar when it was in fact there company that lied. I havent got my refund as of yet so I request the refund now with an email stating they cancelled there promotion without my approval! This company is trash!!!!!!
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 02/10/2025

  We understand the customer's frustration and apologize for any misunderstanding regarding the cancellation process. 
  
  As previously stated, we are willing to provide the call recording to clarify that no representative called the customer a liar, nor was the reservation sold with a balcony. Our records indicate that the package has been cancelled in accordance with our policies, due to our inability to book the accommodation they are looking for. 
   
  While we strive to accommodate our customers, we do not offer the specific resolution the customer is requesting, which is why we expedited a refund. However, we remain committed to addressing any concerns within the scope of our policies.
  
  Please let us know if additional information is needed.

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22913357
  
  I am rejecting this response because: where in the call did I say I wanted to cancel? No where!!! I wanted what was promised and you lied!!! I want an email saying you cancelled without my permission and I want the money in my bank as I have not got anything. To cancel something without my permission is not acceptable. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 02/11/2025

  We appreciate the opportunity to address Ms. ******** concerns and regret that she is dissatisfied with her experience. However, we would like to clarify that at no point did we misrepresent the accommodations.

  Ms. ******* was not promised a balcony, and the room type booked did not include one. To accommodate her misunderstanding, we extended an upgrade offer at a discounted rate of over 50%, which she declined. As we were unable to fulfill her specific request, we proceeded with a full refund as a goodwill gesture.

  Regarding the refund, processing times vary by financial institution. Please allow 2472 business hours for the funds to appear in the account.

  We remain committed to transparency and guest satisfaction while ensuring our policies are upheld fairly. If Ms. ******* has any additional concerns, we encourage her to reach out to our customer service team directly for further assistance.
  

• Initial Complaint

  Date:01/05/2025

  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.

  I have received daily calls from this company on both my home number and my cell number. I've requested several times that they cease calling me, they state they will, but the calls don't stop. It's ongoing harassment. They must have my number from my timeshare company? If I wanted to exit my timeshare I would do so, I'd like them to stop calling me. I can only block so many numbers.

  Business Response

  Date: 01/22/2025

  Thank you for bringing this matter to our attention. We take concerns regarding unwanted calls very seriously and have conducted a thorough review of our records.
  
  After verifying both your name and the phone numbers provided, we have determined that our company has not contacted you. It appears that the calls you are receiving are originating from a different company.
  
  As a precaution and to ensure your peace of mind, we have added the phone number you provided to our internal Do Not Call (DNC) list. This will prevent any potential future contact from our organization. 
  
  We sincerely apologize for the inconvenience you have experienced and appreciate your understanding. If you have any additional questions or need further assistance, please dont hesitate to reach out.
  
  Sincerely,
  ******** ********************* Director
  
  

  Customer Answer

  Date: 01/22/2025

   
  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:11/25/2024

  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.

  I booked a promotional timeshare presentation that promised 4 days and two nights last year to stay at any of the Diamond Resorts that VRC Getaway promotion offered and that required a property timeshare presentation and after I would receive a ****** **** card. Last week when I went to book my stay with Diamond Resort for a stay in ******* I was told I did not qualify due to my income. I told the representative that VRC Getaway said I qualified when I purchased the three nights and the representative said that unfortunately VRC Getaway had a habit of doing that and that he apologized but that I had to contact them and see what they could offer me. At that moment I felt this was a scam. I immediately called VRC Getaway they informed me that they could offer me one of their resorts in *******. After reviewing what they offered it was not up to par with Diamonds resort and its more than obvious I look was downgraded. I asked for a refund and they refused, saying that they only refund less than 30 days after buying the promotion. I told them that what they were offering me was unacceptable since they were the ones that mis qualified me. I even checked the resort prices and it was literally the same price per night I paid them. After going back and forth I felt I had no other choice but to accept the resort in ******* they were offering me. They said they had to prequalify me again, asking how much I made, my birthday, if I had a mayor credit card. I was frustrated since they already had all that information. And than after all that they wanted to charge me a $99.00 booking fee and I just lost it. Why on earth would I have to pay more money when I was never told that there would be another charge, especially for a down grade package. One of the managers called me back to work with me, I said you either refund my money or I book the three nights without having to pay the $99.00 extra booking fee. She said I had to pay the booking fee for them to be able to reserve it.

  Business Response

  Date: 11/25/2024

  Thank you for reaching out and providing detailed feedback about your experience. We appreciate the opportunity to address your concerns regarding the promotional package you purchased through VRC Getaway.
  
  After thoroughly reviewing the recordings and the details of your case, we would like to clarify the following:
  
  Income Qualification:
  Upon review, the recordings confirm that you were qualified correctly during the initial purchase based on the verified income of $75,000 at timestamps 1:45, 10:36, & 14:50. At the time of purchase, the criteria were met according to the guidelines provided by the guest.
  
  
  Alternative Resort Offer:
  To ensure you could still enjoy your vacation, we offered an alternative resort in ******* as a courtesy. This was provided to honor the spirit of your purchase.
  
  Refund Policy:
  As mentioned during our discussions, our refund policy allows for cancellations within 30 days of purchase. Unfortunately, as your request was outside this period, we were unable to process a refund.
  

  
  Next Steps:
  We understand your dissatisfaction and would like to resolve this amicably. We are willing to:
  
  Waive the $99 booking fee to finalize your reservation at the offered resort.
  Provide a complimentary extension of the promotional offer to allow you additional time to plan your stay. Please let us know how you would like to proceed. We value your business and strive to ensure our customers have a positive experience.

  Business Response

  Date: 02/18/2025

  Thank you for bringing this matter to our attention. We understand the customer's concerns and are actively working to resolve the issue.
  
  1. *********************: We are currently working on reinstating the guests June 2730, 2025, reservation at *********** in *********, **. A reservation manager has been assigned to ensure this is properly handled, and we will provide the guest with confirmation once finalized.
  
  2. White Glove Promotion Refund: We sincerely apologize for any miscommunication regarding the White Glove promotion. We have reviewed the guests concerns and have already processed the $99 refund as requested on 2/14/25. The refund should reflect in their account.
  
  3. Clarification on Promotion Terms: Our intention is always to provide clear and transparent information about our promotional offers. We regret any confusion in this case and will take appropriate steps to ensure our representatives provide accurate details regarding tour requirements and associated fees.
  
  We will continue to communicate directly with the guest to confirm the resolution and appreciate the opportunity to address their concerns. Please let us know if any further action is required.

  Customer Answer

  Date: 02/20/2025

   
  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:11/18/2024

  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.

  I had purchased this with the understanding it could be used for a family. As in myself , and my kids . When I went to try and do that I got a run around stating it had to be a husband and wife . Continued confusing phone conversations led me nowhere . I was going through a divorce and had hoped to do something nice for my kids and I . I was told that I could not use it alone with my kids and I . I explained my situation and never got resolve . One of my children was 18 so could have been tha second adult . I would like clear communication on what happened to my money and their expectations and a refund of myself and 3 kids 2 being adults cant use this . It was very confusing and I felt a scam .

  Business Response

  Date: 11/18/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for any confusion or inconvenience you may have experienced.
  
  After reviewing your account, we noted that the package in question was part of a promotion that expired three years ago. While we understand the personal circumstances you were facing at the time, such as the changes within your family dynamic during your divorce, the package terms and conditions were time-sensitive, which limited its use to the specified timeframe.
  
  We also acknowledge your concerns regarding communication. However, our records show that we maintained regular contact with you and provided assistance on multiple occasions, including the following dates:
  
  9/21/2020
  10/03/2020
  1/23/2021
  3/24/2021
  6/26/2021
  1/8/2022
  
  During these interactions, we provided lists of alternative options to accommodate your request for stateside solutions. Despite the expiration of the original promotion, we have continued to extend offers to honor your package within reasonable limits.
  
  If you would like to explore additional solutions, we remain committed to assisting you. Please reach out to our customer service team at ************, and we will do our best to address your concerns in accordance with our current policies.
  
  We appreciate your feedback as it helps us improve. Thank you for allowing us the opportunity to address this matter, and we hope to work towards a resolution that meets your expectations.

• Initial Complaint

  Date:11/13/2024

  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.

  I was contacted by someone and offered a vacation to cancun 5 days 4 nights and one extra free vacation. After payment the email i recieved reflect only 1 vacation 3 days 2 night in the **. I have been trying to contact them for a refund and to no avail. I was told I have a 30 day refund policy. Please refund my money immediately. Thank you

  Business Response

  Date: 11/13/2024

  Thank you for reaching out.

  We apologize for any misunderstanding or inconvenience you have experienced with your recent vacation purchase.

  Upon reviewing your situation, it appears there was a discrepancy between the offer you initially received and the information in the confirmation email. We understand that you were expecting a 5-day, 4-night stay in ****** along with an additional complimentary vacation. Please know that we take these matters seriously and are willing to immediately rectify the situation.

  Per your request, we have voided the transaction, and you will be receiving your refund based on your financial institute. 

   

  Thank you for your patience, and we look forward to resolving this for you swiftly.

  Customer Answer

  Date: 11/14/2024

   
  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. Please refund fees
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:11/07/2024

  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.

  ************************************* called me with my private information. They had my address, previous hotel stay information, and account numbers. They used this information to gain trust and then sold a package claiming to be ************* the entire time. I thought that with the account numbers and the exact dates for my previous stay, they were, in fact, *************. I bought the package as it was a "one-time deal." Last year, I received this same type of call from a legal, legitimate company and my husband and I had a fantastic time on our vacation; even with the 1 hour tour which was a beautiful hotel. I was shocked when the email came through and they were not affiliated with ******. Somehow, they stole my personal information from that account. Do not trust these people. Files attached are their confirmation email. There's no account details. The phone number is on a repeat loop.

  Business Response

  Date: 11/07/2024

  Dear ***** *******,
  
  Thank you for bringing this to our attention. We understand how important it is to feel secure when sharing personal information and apologize for any confusion or frustration caused by this experience.
  
  As a contracted broker for Hilton Grand Vacations, our goal is to provide a seamless and enjoyable vacation planning experience. We follow strict procedures to ensure all communications and offers are transparent and consistent with the policies of our affiliated partners. As stated in your attached photo, this promotion is fulfilled by Hilton Grand Vacations. We apologize if there was any misunderstanding regarding our role as a broker and our connection with Hilton Grand Vacations.
  
  We take data privacy very seriously and ensure that all information is obtained and handled in a secure manner, in accordance with industry standards. We encourage you to reach out to us directly to address your concerns or clarify any further questions you may have.
  
  Thank you again for your feedback, which is valuable to us as we work to continually improve our services. To resolve your issue, will expedite a refund today. Please look out for a receipt in your inbox by end of business day today.
  
  Sincerely,
  ******** **** ****

  Customer Answer

  Date: 11/07/2024

  Thank you for contacting this company. They have reached out to me and I would like to retract this complaint.  It appears they are a proper broker with Hilton Grand. I appreciate the help on looking into this!

• Initial Complaint

  Date:10/15/2024

  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.

  I was contacted by *** 10/13 telling me they see that I just recently stayed at a property in **** and that they were partnered with ************************************ and offered me incredibly cheap vacation packages promised as Resorts. I was also told i could cancel no questions asked within 30 days which I am well with in. Upon calling and asking for a refund I was greeted by *** ******* who tried to persuade me not to cancel by offering me an additional 4day 3 night stay which I declined. Once I did that she got extremely bitter giving me straight attitude anytime I asked her a question regarding the refund until she finally hung up on me without saying anything. Some of the worst customer service I have received in a very long time. The worst part is I am not even sure if I will get my refund back at all or if it will **** * months as many others have mentioned on here

  Business Response

  Date: 10/17/2024

  It sounds like you had a frustrating experience, and I'm sorry to hear that. I want to clarify that we processed your refund within 48 hours, and your balance with us is now $0. If you have any concerns about the refund timeline or anything else, please feel free to reach out. It normally takes a few business days for your credit to apply. Were here to help and ensure your experience improves from here. Thank you for bringing this to our attention.

• Initial Complaint

  Date:10/10/2024

  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.

  I brought a Vacation package with VRC getaway and they told me a specific resort will be on that package. But when I went to book it they only telling me 6 places that are not even resort or good quality hotels. I do not recommend no one to purchase anything through them. Sales **** will tell you anything to get you to purchase packages

  Business Response

  Date: 10/11/2024

  We understand your concerns about the limited destinations and the condition of the properties. We are continuously working on expanding our destination list and improving the quality of our properties. We also acknowledge the issues you faced with the travel dates and the upgrade fee. We will take your feedback into account as we work to improve our services.

  Regarding the difficulties you faced while seeking a refund, it is not the kind of experience we want our customers to have. We apologize for the inconvenience caused by the multiple transfers and disconnections during your calls. We are taking immediate steps to address this issue.

  
  As for your refund request, we understand your frustration and we want to assure you that we are on it. We are reviewing your case and we will expedite the process. We appreciate your patience and understanding in this matter.

• Initial Complaint

  Date:09/23/2024

  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.

  *** has received my information somehow and calls me almost daily. They are harassing me by constantly calling even when Ive asked them to remove me from the list. *** has either purchased my info from another vacation company or obtained it another way. It was not provided to them to use. I know it was from the other company because in 10 year of marriage, it is the only place to call my phone number but ask for my husband by name and not me. I used a different company 6 years ago through a contest and my husbands name was put down with my number. I just want the calls to stop. I never intend on using the company and the calls have been ongoing for 5+ years.

  Business Response

  Date: 09/23/2024

  Dear ******* ******,

  Im truly sorry to hear about the inconvenience youve been experiencing. I understand how frustrating it can be to receive unwanted calls, especially when youve clearly expressed your disinterest.

  Verifying our  

  Please accept our sincerest apologies for any discomfort caused. We value your privacy and your peace of mind is of utmost importance to us. We assure you that we will take immediate action to rectify this situation. We will investigate how your number was obtained and ensure that it is removed from our call list. Furthermore, we will review our processes to prevent such incidents in the future.
  
  Again, we deeply regret the inconvenience caused and appreciate your patience and understanding in this matter. If you have any further concerns or if theres anything else you need assistance with, please feel free to let us know.
  
  Best ******** at VRC

• Initial Complaint

  Date:09/12/2024

  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.

  This company somehow got my phone number and now they call daily multiple times a day all from different phone numbers! I've asked every time to be removed and it never stops.

  Business Response

  Date: 09/12/2024

  Dear ***** *******, 

  
  We are truly sorry to hear about the inconvenience you've been experiencing. I understand how frustrating it can be to receive unwanted calls, especially when you've clearly expressed your disinterest.

  Please accept our sincerest apologies for any discomfort caused. We value your privacy and your peace of mind is of utmost importance to us. We assure you that we will take immediate action to rectify this situation. We will investigate how your number was obtained and ensure that it is removed from our call list. Furthermore, we will review our processes to prevent such incidents in the future.

  We were able to verify that we have only attempted to contact you twice, both today on 9/12/2024.

  Any previous communication must have been with another company. Again, we deeply regret the inconvenience caused and appreciate your patience and understanding in this matter. If you have any further concerns or if there's anything else you need assistance with, please feel free to let us know.

  
  Best ******** at VRC