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: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

• Initial Complaint

  Date:07/26/2024

  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.

  I purchased two packages with VRC on the 10th August 2023. I was told both had a 30 day cancellation. When I could not book my desired location I called on the 8th Sept 2023 to cancel both of my packages. I got phone and email conformation that both packages were cancelled, and I would receive my refund of $139 for each package within 7-10 business days to my credit card.I got a phone call that my packages would expire. I went back and checked my credit card and never received the refund. I left a voicemail for person who called me and no return call.I called the customer service number and spoke to their quality assurance manager - *****************************. He told me that the refund was issued to me for my packages, when I said you are saying the refund should have been issued he said "No I am saying the refund was issued". I told him I did not get it and can prove it with my CC statement screen shots. He asked that I send them to his email, and he would review with is account team. I emailed these, and never got a response from him. I called his number and left a voicemail- once again I got no response. My credit card company also reviewed my account and verified that Vacation Center/VRC/Diamond reports or ****** never sent any refund of $278 they claimed to have sent.Seems like a common theme for this company trying to fraud money from customers. Supporting documentation attached.

  Business Response

  Date: 08/12/2024

  We appreciate you reaching out to us
  We are more than happy to get this corrected.

  
  Finance reached out to you 7/23/2024, and 7/30/2024.

  We just need to verify your address, and will issue out a check.

  
  Please give us a call back at your earliest convenience.
  ************

• Initial Complaint

  Date:07/22/2024

  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 sold a vacation package that included several locations as travel destinations. When i called to book vacation, Cabo was no longer available. I was not offered a comparable location. Was told many times someone would go back to me. Have been waiting for months for a manager, ********, to contact me. I am including both an email and brochure that lists Cabo as a option. I just want a refund.

  Business Response

  Date: 08/12/2024

  We appreciate you reaching out to us
  We are more than happy to get this corrected.
  Finance reached out to you 7/25/2024, and 8/1/2024.
  We just need to verify your address, and will issue out a check.
  
  Please give us a call back at your earliest convenience.
  ************

• Initial Complaint

  Date:06/20/2024

  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.

  They call me every single day multiple times a day. *** asked nicely and *** asked not so nicely to STOP CALLING!! They say they will stop or just hang up on me as soon as I start to say Im not interested! I wish theyd LEAVE ME ALONE. All theyve done is harass me over and over again even though Im NOT INTERESTED! I dont even know how theyve gotten my number!

  Business Response

  Date: 07/02/2024

  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.
  

  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:06/11/2024

  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 booked a vacation getaway with VRC and was told at the time I would be able to travel to ****, *********************, this location is also shown on the brochure provided. Upon booking they wanted to put me in ********************* at a low budget, horribly located hotel that is far from the location promoted and promised to me. I called multiple times, get passed from agent to agent then told a manager would call me back, its been over a month and I have yet to receive a call. I want the location promised to be booked, not a refund. The brochure says *******************

  Business Response

  Date: 07/02/2024

  Dear ***********; ********,
  

  Firstly, we would like to extend our sincerest apologies for the inconvenience you have experienced. We understand your frustration and disappointment with the situation. At ***, we strive to provide our customers with the best possible service and we regret that this was not the case in your experience.

  We acknowledge that the location you were offered, *********************, does not meet the expectations set by our brochure which clearly states ******************* as the destination. We understand the importance of delivering what we promise and we apologize for falling short in this instance.

  
  We are currently investigating the matter and will ensure that the issue is addressed promptly. We appreciate your patience and understanding as we work to resolve this. We will make every effort to provide you with the vacation experience you were promised and ensure that you are booked at a resort in ********************

  We value your business and are committed to making this right. You should expect a call from a manager within the next 48 hours to discuss this further and find a satisfactory resolution.
  Once again, we apologize for the inconvenience and thank you for bringing this to our attention. We look forward to resolving this issue to your satisfaction.
  

  Best Regards, The *** Team

• Initial Complaint

  Date:06/10/2024

  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.

  They call me almost every day multiple times a day and Ive asked multiple times to remove me from the list but I keep getting called from several random numbers each time. I block all of them but they still call. Please remove me from the list, I do not want to purchase anything from their company. Its harassment at this point.

  Business Response

  Date: 06/11/2024

  Dear ***************************,

  I want to extend our sincerest apologies for the repeated calls you've received from different numbers. We understand how this can be distressing and seem like harassment, which is never our intention.Please know that we are looking into this matter to understand why it happened and to ensure it doesn't occur again. We value your peace of mind and are committed to respecting your contact preferences. 

  I have personally removed your number from our dialers. Thank you for bringing this to our attention, and thank you for your patience as we work to make things right.

  Warm Regards,

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

   

   

  Customer Answer

  Date: 06/11/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/03/2024

  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.

  Back in December of 2022 I was talked into purchasing a vacation package with VRC. One package for me and one to give to a friend, the amount totaling $398.00. I tried to book immediately following the purchase and were given only a fraction of the destinations they told me I would be choosing from. I also noticed that these properties were old and outdated. On top of that, the dates when you can travel are very few and far between and specific destinations have an upgrade fee of at least $199. When I called for a refund, I kept getting transferred to several different people and then getting "disconnected" when I ask to speak to a manager. One representative told me they could extend out my package with no expiration date. I did this to buy myself more time in seeking a refund. I've spent countless hours on hold with this company, not getting any resolution. All I am asking is for a refund. This has been a headache since the package was purchased.

  Business Response

  Date: 07/05/2024

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

  Firstly, I would like to extend my sincerest apologies for the inconvenience you have experienced. At ***, we strive to provide our customers with the highest quality service and support. We are truly sorry that your experience did not meet your expectations.

   

  
  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.

  Once again, we apologize for the inconvenience and we are committed to making things right. We value you as a customer and your satisfaction is our top priority.

  Best ******** **************** Team, VRC

• Initial Complaint

  Date:05/30/2024

  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 is posting ads all over Instagram and ******** for a vacation package, I called to get more info, I didnt want to buy it at first but I spoke to 2-3 representatives plus supervisor so I ended up buying their package and paid $119 on 8/14/23 When I called to book my reservation they told me I couldn't book it because I had no SSN, BUT they have my recording line when they sold me their package I told them I had ITIN only, and they said it was ok so now they don't want to give me my money back because 30 days had passed already, but they don't wanna honor their deal neither I DO want to book it, but they don't let me so either they honor my reservation to book 4 days and 3 nights at "**************", plus the $50 gift card and the extra 4day cruise that they offered me and I have the letter with me OR they give me my money back, because all they asked if I am married, which I am If my husband and I work, which we do If my husband and I have credit cards, which we do and what was our income Thats it!!!!, ask them for the recorded call, or I can send you the emails, they never said anything about SSN, so I need my money back I've been calling and calling but they keep saying I need SSN, and that cant get my money back, nor the booking, when I asked them to talk with the supervisor, either they hang up, or they transferred me to a recorder to leave a voicemail one time finally a supervisor answered and he told me he was **** look up into the matter, and that was like a month ago, he hasn't reply to any of my emails, or voicemails so please help me get my money back, because they literally just stole my money, they make me paid for something they don't want to honor Please check the third picture about their requirements, they even typed it with bold font and not even there they mentioned anything regarding SSN,I literally meet ALL the qualifications mentioned there

  Business Response

  Date: 07/02/2024

  Dear Customer *******************************,

  We sincerely apologize for the inconvenience you have experienced. We understand your frustration and appreciate your patience as we work to resolve this issue.

  Firstly, we want to clarify that we never ask for a customers Social Security Number (SSN). Our company policy strictly prohibits the collection of such sensitive personal information. We have currently investigated  the issue with your booking and the miscommunication that has occurred. We have pulled all calls and found no compelling evidence of a agent asking for your social security number. We did pull the call at the time of sale as our sales agent asked if you were a US citizen for that timeshare presentation, as you answered yes.

  I have submitted your package to our finance department to determine a financial refund on the vacation package for you. please allow 30-days for the review period. We value your business and are committed to ensuring your satisfaction. We will reach out to you as soon as we have more information about your booking. In the meantime, if you have any further questions or concerns, please do not hesitate to contact us.

  Thank you for your understanding and patience.
  

  Best Regards,

  Management at VRC 

   

• Initial Complaint

  Date:05/13/2024

  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.

  I bought two vacation packages from VRC last year with a promise of them being resorts. They downgraded the resorts to hotels and I want my money back because I should be able to get what I was promised which was a resort. Talked to a supervisor last week and was told they would listen to the recording and see if I was promised a resort and I would be refunded. No one ever called me back or did I get follow up email. I called back a week later and the director says they wont look back into my recording. All a bunch of lies and run around. I would not recommend this company to anyone, its ok for them to change the resort options promised and you will not get what you were promised and will not get your money worth. They also lied saying its expired when the receipt says I have 18 months to travel its only been a year.

  Business Response

  Date: 07/02/2024

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

  
  I am truly sorry to hear about your experience with our vacation packages. At ***, we strive to provide the best service and fulfill our promises to our valued customers. I apologize if we have not lived up to those standards in your case.
  I understand that you were promised a resort stay and it was downgraded to a hotel. This is not the standard of service we aim to provide. I also understand that you were told that your complaint would be looked into, but you did not receive any follow-up. I apologize for this oversight and the frustration it has caused.

  
  Regarding the claim that your package has expired, I want to assure you that we honor all terms and conditions as stated on our receipts. If your receipt states that you have 18 months to travel, then that is indeed the case.
  I would like to rectify this situation immediately. I will personally ensure that your complaint is investigated thoroughly. We will listen to the recording of your initial purchase to verify the details of your package. If it is found that you were indeed promised a resort, we will honor that promise or provide a suitable resolution.

  
  Please accept our sincere apologies for any inconvenience you have experienced. We value your business and your satisfaction is our top priority. I assure you that we will do our best to regain your trust.
  Thank you for bringing this to our attention. Your feedback helps us improve our services.

  
  Best Regards,

  Dispute Management

  VRC Getaway

  1of30
  

  
  

• Initial Complaint

  Date:04/22/2024

  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 called by the company on February 27, 2023 soliciting a deal at the ************ Vacations ************ in **********, where my daughter and I had just stayed. The deal was to stay 2 nights at a low price if I attended a timeshare meeting. I told her my husband wouldnt do it and I would be traveling with my daughter as we go every year for business. She said that was fine and that she would mark me as single and my daughter could do it as well, giving us double the time. I gave her my CC and it was charged. When I went to book it, the ************ was not participating. I called to get help with booking something in ********** and found out that neither my daughter or I were eligible. I had to have my husband with me and she didnt meet the income requirement. So I called VRC and the manager, ******* said she had to listen to the recorded phone call to see if we were really misled. She called back on December 7 and said it happened just as I said and they would send me a check but it could take up to 9 weeks. I waited, and waited, and called several times. On March 18 they said the check was being processed and would be in the mail. On April 10 I called again told her that the check was supposed to have been processed on 3/18 and she told me it could take 9 weeks in the mail. I told her it was 9 weeks from December 7. She told me a story about getting a check for a car she returned and it took 9 weeks. So every time I call its another 9 weeks. It has been 20 weeks since the first time I was told 9 weeks.

  Business Response

  Date: 04/24/2024

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

  We sincerely apologize for the inconvenience and confusion regarding your vacation package and the promised check that was supposed to be mailed out. We understand that this has been a frustrating experience, and we appreciate your patience as we work to resolve this issue.

  
  It appears there was a miscommunication in our team, and the necessary steps to process your refund were not taken. We take full responsibility for this oversight and assure you that we are taking immediate action to rectify this situation.

  
  As of today, we have initiated the process to issue you a check to be mailed out in a timely manner.  Please allow us 30 days for processing and mailing to complete this process. We will provide you with a confirmation once the check has been sent.

  
  We deeply regret the error and the distress it has caused you. We are taking steps to ensure such an incident does not occur in the future. Your satisfaction is our top priority, and we are committed to making this right.

  
  Thank you for your understanding and cooperation.

  Retention Specialist Manager

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

  Customer Answer

  Date: 05/11/2024

  They sent my refund quickly after they were contacted by BBB. They even called to let me k ow it was on its way and to watch the mailbox. I received it within a couple days after that.