ComplaintsforAdvantage Services

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I emailed Advantage services my Maintenance fees on 12/28/2023 to ***********************************. I also proceeded to ask her if there was anything else that needed to be done to ensure my fees would be reimbursed in September 2024. I never received a response. In July I followed up because September was fast approaching. Only to be told that I was within 90 days and there is nothing they could do. Low and behold ******* had moved departments and my file was never transferred to someone else. I was assigned someone who said if I didnt like it to call back and speak to someone else. I called back and spoke to ***************************** on 7/12/2024 and send in the required documentation that I was missing. I never heard back from him either. On 7/16I sent a follow up. I had to call from a blocked number for him to answer and then tell me his supervisor was a very busy person and would call me when he got around to it. On 7/25 I finally heard from his supervisor *********************** who promised he would do research and then get back to me. Today 8/8 which is exactly 2 weeks since we spoke I have yet to hear from him. I have sent 3 follow up emails and called and left messages. When I called today I was told he doesn't have a supervisor but that he would call. I would like to be reimbursed my maintenance fees and be assigned to someone who will respond.

• Initial Complaint

  08/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We have an HSI membership for over 15 years. We have used them on several occasions successfully. In 2022 when $99 membership was due, one of the agents offered a special package of 3 nights stay anywhere in the *** for $699 including the membership. I never received any email or postal letter details. I was told just to call and they will take care of all the travel arrangements. We took the deal thinking it should be easy to book a short trip to ***** or ********I called on several occasions to book trips (specifically to *******) but was unable to find a nice hotel where I wanted it and when I wanted it. Gave up and got what I wanted on my own online(not with HSI). I believe I tried several other times but again came up with nothing. I did call HSI and asked for a refund or to put that money towards future memberships but they would not.We were told last week that this offer is good only till August 8, 2024 and to book a trip ASAP or it will expire. I asked for an extension till the end of the year and they would not honor that.We are not please with this service. I feel I was almost coerced (telling me that this is a very good deal that should not be passed up) into buying the package. When HSI called again this year for the membership dues, they once again told me about their new offerings (promotions) and I let them know I still have a voucher from 2022 that is when I found out it was expiring. HSI calls this package a Flex Stay but it appears not so.We feel they should try to be more flexible with their customers. I still would like a refund or put the money towards future travel (no expiration) or memberships. It was our money.

  Customer response

  08/14/2024

  Spoke with representative at Advantage/HSI and resolved the issue on August 14.  I will be able to use the voucher in the upcoming months. I will be dealing directly with this representative so this should be satisfactory.  I was pleased to hear they were accommodating.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of transaction 7-11-24 They sold a $699 vacation package with multiple vacations and a cruise certificate. However, the website and the phone number they provided to make reservations do not have any information of me buying the vacation package. Selling me 3 vacation packages as a part of the deal and the company monsterrg.com has no information of my purchase and hence they cannot help me with any booking.

  Business response

  08/08/2024

  We are writing in response to the complaint filed by *********************** regarding their purchase of a vacation package on July 11, 2024. We appreciate the opportunity to address the concerns raised.
  

  The customer purchased a vacation package for $699, which included multiple vacations and a cruise certificate. This package was fulfilled by our third-party partner, Monster (monsterrg.com). 
  

  Upon investigating the issue, we verified the purchase and found discrepancies in the fulfillment process by the third party.To resolve this matter promptly and to the customers satisfaction, we have issued a full refund to ***********************.
  

  We sincerely apologize for the inconvenience and frustration this situation has caused. We are taking steps to improve our coordination with third-party partners to prevent similar issues in the future.Ensuring a positive customer experience is our top priority, and we regret that we did not meet those expectations in this instance.
  

  Thank you for your attention to this matter.We hope this resolution meets the customers satisfaction. Please feel free to contact us if there are any further questions or concerns.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I've been trying to book a vacation since November 2023. It's been impossible to book a vacation because the system keeps locking my account and when if/when it finally unlocks it, there are no dates available anywhere. These are deceiving practices because when they sold it to me they made it sound like there was plenty of availability; however, that is not the case. I have tried multiple locations and multiple dates to no avail. Now my account is locked AGAIN. When I call customer service, they tell me to reset my password online, which I've tried numerous times with no success. In addition, when I purchased this voucher, ********* told me she was also going to give me an additional voucher for a 3 or 4 day cruise and she never sent that to me. So, needless to say I do not trust this company, they make false promises, their system doesn't work, they don't have any availability anywhere, and their customer service employees are clueless. I want my money back. I am done trying!

  Business response

  06/12/2024

  We appreciate the opportunity to address this matter and are pleased to share that we have resolved the issue directly with *************.
  

  On November 17, 2023, ************** purchased a flex stay voucher for $699.00. Unfortunately, she experienced difficulties in redeeming this voucher for her preferred destination and dates and, due to an isolated technical glitch, experienced a number of account lockouts. We regret any inconvenience this caused ************** and have shared the details with our technical team to help prevent similar issues moving forward. Our goal to provide exceptional customer service, and we regret that we did not meet our standard in this instance.
  

  After communicating with the customer, we issued a full refund of $699.00 and consider this matter to be resolved.

  Regards,

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

  Customer Support Manager

  Customer response

  06/17/2024

   
  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

  05/01/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  4/23/24 I was finally able to speak to ********************************* about my account after multiple messages and emails were sent. I even went so far as to contact them through their ******** page. When I tried to login to my account, I received a popup that the conditions and terms have been updated and to call the number listed. ******** explained that the company would no longer honor flight credits. My husband and I purchased them with the understanding that yearly we would each get $500 towards a flight, so $1000 for the next 10 years. I explained to ******** that this is not what I signed up for and was very unhappy. I asked what was being done if we didn't sign the new contract. She couldn't answer that. I was told I would have to inquire at the email listed on the new contract. I emailed them on 4/24/24 and have yet to hear from them. I wouldn't have made this purchase if I had known the contract had changed. We've only used the service twice. The new contract is offering points to exchange for hotels and resort says which is something we already have with 2 other companies. I don't feel it was fair to change the contract on existing customers. I want my money back on my initial investment.

  Business response

  06/12/2024

  We have tried to reach out to *************************** at ***************** but this number is not formatted correctly. Carefree Flights is a program provided by a company in ****** Carefree Flights MX s.a. de c.v. (CFFMX) and we have been hired to process these requests in the ************* for clients in *****************. They have concluded the program and are willing to provide a refund to clients, but we need to get *************************** in touch with the proper person at CFFMX. CFFMX has been working with former clients. If we can get a correct phone number to them they will handle it. 
  
  In the meantime since the complaint is not about the online and fulfillment services we are providing, but their contract with another company we ask that the BBB assign this to the proper company as penalizing our company for their actions would be like blaming ***** for the actions of the company that sent the wrong product. 

  Customer response

  06/17/2024

  Im ok with the response if the company reaches out to my correct phone number. ************
  
  Sincerely,
  
  ***************************

  Customer response

  06/18/2024

  Could you please update my phone number so I can be contacted by the other party. My phone number is ************

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 21st, I purchase a voucher from this company. The voucher was $699, for 8 days and 7 nights. I spoke with the representative a couple of times before making the purchase. I told the representative several times the date and the preferred destination which was ************/**********. I was assured that we would be able to book our vacation without any issues. I then spoke with the reservationists and gave him the dates and location again. I was assured the same. However, the very next day I received an email saying there was nothing available for the preferred area and dates. He sent me some suggestions on areas in ******* and ********* Beach, and neither was our preferred destination. I told both of them that I was purchasing the voucher for this particular trip.

  Business response

  07/17/2023

  Our Concierge Team within the Advantage Program is always happy to help you find a destination of your choice. The benefit that you purchased is designed for flexible travel and dates. In many cases, we can help you book travel the same day. 
  

  We have been trying to reach you regarding your concerns about your promotional travel benefit and have been unsuccessful. Please feel free to contact us at *************, we are happy to help. 

  Customer response

  07/19/2023

   
  Complaint: 20227129
  
  I am rejecting this response because:  I told both the rep and the reservationist my desired location and dates.   I was assured by the both of them that they would be able to find me a location because they had several options.   I got an email the next day stating they did not have anything for me.  I do understand this was a flex voucher, however I purchased it for that specific vacation and they were told that and assured me they would be able to find me a location.  We've went on the vacation.  I no longer have a need for the voucher.   I am requesting a refund. 

   

  Thanks 
  Sincerely,
  
  ***************************

  Business response

  08/22/2023

  We have been in contact with our member to review the benefits of the program and reviewed the proper ways to use the travel voucher in hopes that we can help the member with her next travel opportunity. In good faith, our Customer Experience team have amicably resolved the matter as of August 22, 2023. We considered this matter resolved.

  Customer response

  09/06/2023

  The business did provide a refund.  I am satisfied with this resolution.   

• Initial Complaint

  06/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Was lied into buying a time share exchange service. My wife and I bought a Vidanta Resort ****** 4 week a year timeshare. They included an option to sign up and exchange 2 weeks for international weeks. The rep gave us 4 options. The last and most expensive one was $4,000 and $99 a year. We decided on that because the rep said they could sell the 2 weeks for us. I asked what she thought the weeks could roughly get and she said $2500-$6500 per week depending on season, if there was a major event the week someone bought it. About a month later I logged in and deposited a week and the site said to call Vidanta first. I was a little confused so I called Advantage Services and another rep said I had to call Vidanta to make a reservation for a week and then call back and tell them the week so we could search for and choose an international location for our week. I told the agent that we were told that Advantage services would just take and sell our 2 weeks and provide us the proceeds. My phone wasnt working for a week and then everything time I emailed or called to them they lied they would keep telling me that someone from from another **** would call to help us set up and AirBnB account to sell about weeks. No one ever calls unless I send an email stating that I want to cancel due to their lies. The last draw was that a rep was suppose to call my wife between 5/22-5/26 and didnt. My wife called to cancel and the rep said he would have someone call her back from a different department the same day and once again no one called so after 5 days my wife and I knew we would continue to get lied to, ignored or when we wanted to cancel no one would call us back or another department was suppose to call us to explain his to Sell our 2 weeks so we decided that I Call my card and dispute the charge. I even have emails with altered/types over documents that explained the cash back benefits. Reading all of the complaints on BBB was exactly what the did to us. Ill be uploaded the email with the altered premium cash back benefits and requests to cancel and get our money back which always started the same cycle of someone calling and lying or making things up as they go. Ive also attached a photo of a security feature I have on my phone which says the number they call from. has a severe telemarketing alert with 9 people making comments such as fraud.

  ***Consumer filed a second complaint:

  On 3/20 an agent called to explain 4 options regarding exchanging 2 of our 4 Vidanta timeshare weeks for international location travel weeks. Agent said the most expensive option (Diamond Member) meant they could sell the 2 weeks for us. I asked roughly how much we could get per week. She said between $2500-$6500 depending on season, large events that week and location. My wife and I chose that option so we could use money to pay for timeshare. A month later I logging into account and tried to deposit week. A message said I needed to call my time share Vidanta Resorts first. I was confused so I called the company and another agent said we could only exchange weeks. I said thats not what I was told. The agent said someone else would call us. The new agent said they could assist in creating an AirBnB account so we could sell our international weeks. I told him we could do that ourselves. and were lied to. asked him to email me in detail what benefits we get. After reading his email I emailed back and asked to cancel our membership ASAP. The company kept having agents call to explain benefits again. I told agent to call my wife between May ***** when we return from overseas. Never called so my wife called 5 days later to cancel. The agent said he would have someone else call to assist by end of day. No one called so 5 days later I called my credit card company and filed a dispute for 4k charge. We kept getting the run around and Advantage Services kept trying to prevent us from canceling and continued to change their story regarding the benefits/services we would get. The agent that signed us up called when she find out I filed dispute and said my credit card company said reasoning was I never authorized charges. Just more lies. This company should not allow to do business with anyone. *** uploaded altered documents they emailed me regarding the benefits we would get. I hope people read all the complaints on BBB and never do business with them.

  ***Desired resolution: 

  Refund

   

  Business response

  06/28/2023

  We apologize that communication with you has not been up to our standard. Because the ownership of timeshares is difficult, the processes to deposit weeks can also be difficult and require the assistance of the owner. With certain memberships, owners can be reimbursed (with credits for travel) for the fees owners have to pay the resort for the annual ownership provided that (1) a reservation is made with guest check-in, (2) confirmation is received by us for a reservation, (3) a form is filled out so that we can verify that a guest can use the reservation, and (4) there is no interference with the reservation. NOTE that even if we do not find a guest to use the reservation we will still pay the reimbursement. Additional options for reimbursement, other than credits for travel may be available to members with a higher level of membership but ONLY AFTER the check-in date for the reservation is passed. Certain restrictions can apply with Vidanta and other resorts outside *****************. We are sorry that this service did not work out for you. 

  Customer response

  06/30/2023

   
  Complaint: 20140295
  
  I am rejecting this response because:
  1) the first agent ****** 100% lied about our benefits 

  2) I asked her how much she thought we would get for selling 2 of 4 Vidanta timeshare weeks and she said we could make between roughly $2500-$6500. Well make more during popular weeks.

  3) multiple times I verbally asked to cancel and by email asked them to cancel our membership. They kept giving us the runaround

  4) ****** used her cell phone when she lied about benefits . I have a caller ID VPN app on my cell phone and Yvettes phone number came up as Threat-Severe in regards to the call being aggressive telemarketing or fraud.

  5) They never accepted our multiple requests to cancel And refund. They kept telling me someone else would call back to better explain benefits and 2 exmployees lied. One said they cant sell the weeks for us but they can help us set up an AirBnB account. We could do that for MUCH LESS then $4000 upfront and $99 a year.

  6) filed claim through my credit card and they researched and said no need to give your side of the story. I told them that I paid $4000 for a service I was told I would get but didnt.

  7) they would frantically call 4-6 times on certain days when I was busy working.

  8) They still send me emails almost daily which tells me they havent cancelled my membership. I get charged $99 a year unless they cancel and refund  my money

  9) Im including call logs from their company and Yvettes cell phone that my VPN caller ID says threat severe in the call logs

  10) they altered the benefits document by writing some thing over the important aspects of it. Are used my computer software to remove what they wrote, and it said that the Premier cash is only a partial credit and not what ****** told me.

  11) I have never submitted a complaint to BBB, but I dont want anyone else to be tricked into being con of their money

   

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

  Business response

  07/17/2023

  We have worked to resolve this issue; however,we must address some of the incorrect information. Although the annual fee is $99/year for membership in the program, any member can elect not to pay that fee. If they do so they lose the benefit of membership, but it is not a required fee or a debt of the member. Most members pay the annual fee because they want to retain the membership benefits. 
  
  It is clear that membership is not for you;however, there are hundreds of members that are receiving credits for travel in the amount they paid for their maintenance fee. Thus they are able to use the money they paid towards their timeshare to travel when they want, where they want, and to use those credits for hotels, cruises, or other travel products that fit their needs. 
  
  The purpose of this program is to help the many timeshare owners that pay the annual maintenance fee when due, but then are unable to travel on the dates available from the resort, or they are forced to go to a location they've been before when they would prefer to go somewhere else. 
  
  This program works best for owners that want more flexibility in their travel than they are being provided by their timeshare resort or traditional exchange companies. 
  
  As stated previously, the terms for our maintenance fee protection program are outlined in the *** closing documents: 
  Owners can be reimbursed (with credits for travel) for the maintenance fees that owners have to pay the resort for timeshares provided that:
  (1) a reservation is made with guest check-in, 
  (2) confirmation is received by us for a reservation, 
  (3) a form is filled out so that we can verify that a guest can use the reservation, and (
  4) there is no interference with the reservation. 
  
  NOTE that even if we do not find a guest to use the reservation, owners WILL STILL BE PAID the reimbursement through travel credits. 
  
  In certain cases, and with premier levels of membership, things such as premier cash may be an option, but only if a member qualifies for and becomes a member of a premier level of membership. FINALLY,such premier cash is only available AFTER the check-in date for the reservation has passed. 
  
  Certain other restrictions can apply with Vidanta and resorts outside *****************. 
  
  We are sorry that this service did not work out for you. 
  

• Initial Complaint

  04/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This service is for ************* share use. Never does anyone help with travel. They answer your call n then its always leave a voice mail. Never once have they booked me a ************ travel every other month so why pay an annual fee for something that to me doesnt seem to exist. I paid $7k for a timeshare n still yet to use one day of it. How do I get a refund for money waisted and no travel every available! Now I have to pay ****** by 4-20-23 or my timeshare will get permanent cancellation

  Business response

  05/03/2023

  We regret to hear about your recent experience with our Travel Concierge Team. Our Customer Experience Team has reached out to you and reviewed your concerns to ensure that you have the best possible travel experience on our platform. The Advantage Program strives to ensure that all customers have a favorable experience with our platform and with the Concierge Service Team.

  After speaking with the member, we consider this matter to be resolved.  If members have questions or concerns, they may feel free to reach out to our Customer Experience Team to ensure their matters are addressed at **************.

• Initial Complaint

  04/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a voucher from this company on October 18, 2021, for a 4day 3 night voucher good for 2 years. We were assured we will be able to book our vacation without any problems. Fast forward to today, April 2023, after several attempts in trying to use the voucher, we have consistently been told that there is no availability, and that they will call me for follow up. They have never followed up, and lately my calls have been left unanswered. I am requesting a refund of the money i paid ($299) because of the false assurances from this company.

  Business response

  05/02/2023

  The Advantage Program has been in contact with the member to discuss his concerns regarding his promotional voucher. Unfortunately, we are only able to provide options that are currently available through our platform. We have agreed to continue to help locate travel opportunities to ensure that he receives the benefits of our services. 

   

   

   

  Customer response

  05/08/2023

   
  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. In fact, I have been in communication with one of the companys supervisors and we amicably resolved the issue. Kudos to BBB and Advantage Services!
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Received a call about a good deal on travel with vidanta in ******. I have never fallen for one of these packages but in November 2022, but today was a bad day for me and i listened. For 400$ i could get one week stay at vidanta and a 4 night stay on carnival. I believed them. and paid it, then i was told you have to hurry up and schedule before it gets full and i will need to pay more to not get the lowest package. They talked me into spending $900 more to get better package. Since then my husband has told me he will not go to mexico with all the people that are disappearing going there and all the things happening in that country. I called them back to see if they would have other resorts in the carribean, that would be safe. They could not help get me changed to another area. I usually do not fall for things like this. I am very disappointed that i have spent $1300 that i am not going to be able to use. They are very hard to get a hold of by phone. They also say they will help you then it is a dead end.

  Business response

  04/04/2023

  Thank you for reaching out to the Advantage Program regarding your concerns.  Our Customer Experience team is currently work with you to assist with your request and hope this will be resolved shortly. 

  Customer response

  04/05/2023

   
  Complaint: 19623606
  
  I am rejecting this response because:  we(advantage) are working on it together and when i get my refund i will release this claim
  
  Sincerely,
  
  *************************

  Business response

  04/25/2023

  We are always happy to review and discuss concerns with our members. Our Customer Experience team was able to work with our member to assist with her travel request. After several travel offers, our member had other concerns that unfortunately we could not control.

  Advantage Services consider this issue to be resolved. 

*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. ↩