Complaints

• Initial Complaint

  10/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Company called me advising they could sell my 6 Grand Hilton Vacation club guest certificate passes. They advised for an upfront fee they would manage all expects of booking reservations and would send me a minimum of $1000 per pass. They advised it would take ***** days to get reimbursed. I charged my Hilton Amex.

  Business response

  10/22/2024

  Greetings,

  Please be advise that Universal Vacation Club is not affiliated nor sell ******. This complaint was filed and sent to us in error. Please close this complaints. Thank you
  

   

• Initial Complaint

  03/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Account #******** owner #**vf00007193000 Buying a **************** membership has been one of the worst mistakes of my life and feel I have been taken advantage of. My former fianc and I learned of *********** during a free presentation while on our first vacation to ******. We were naive to the high-pressure timeshare selling tactics being used. They convinced us to sign up based on a false promise of an unlimited getaways offer through Interval International only being available that day. (We felt deceived after later learning this benefit was always available.) I attempted to cancel upon returning home but was told I had zero options and that it was too late. My girlfriend and I ended our engagement later that year and I was stuck taking on this burden alone, which has caused a financial hardship ever since. I have consistently paid our membership fees totaling $7,057 by myself, but have not been able to even use the service for a vacation once. I attempted to book a trip earlier this year with points I had transferred over to Interval International through the exchange program only to discover that every resort I selected would require all inclusive service which I didnt want and couldnt afford. That requirement was never mentioned in the presentation details, and defeats the purpose of using this membership. I would have never agreed to this to begin with if the terms were more transparent and I knew how misleading everything would be. I do not anticipate being able to use the membership in the future, since any place I've been interested in staying has restrictions or requires all inclusive and becomes cost-prohibitive. I am formally requesting a release from my contract with no further charges. I believe the circumstances outlined above constitute valid reasoning for termination and need a review of my case as soon as possible. I would like **** to provide me with detailed information on the steps to facilitate the cancellation process.

  Business response

  03/22/2024

  Greetings,

  
  In further review, the resort reached a mutual resolution to the complaint.The resort is allowing to cancel your membership but there will be no refund.Please see attached Voluntary Surrender documents. Thank you. 

   

  Customer response

  04/03/2024

   
  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

  12/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My account # is ********. Last Fall I received my 2023 maintenance fee bill and it was wrong. It incorrectly billed me for a 2023 week fee even though I had pre paid it when making a reservation with it earlier. I understand that in cases of borrowing an incremental fee adjustment is due (between the fee when the week was borrowed and the ultimate 2023 amount) but this was for far more than that ($500+). Since then, I have both called in & written at least 6 times to have it corrected. EVERY time that I speak to a representative they look through my reservation history and agree that the bill is wrong - and they then tell me it is being sent to accounting to be fixed & that someone will call me back. Or that they have passed it to a supervisor who will call me back. NOBODY has ever called me back nor corrected it. As of today it shows "delinquent." I have an upcoming (12/21 arrival) reservation on this account which I do not want to have any problems with. Unfortunately, the only way it would seem that I can get someone to respond is via a formal complaint - so here it is.

  Business response

  12/14/2022

  Please be advised that a supervisor  call back  was placed and message was left on 12/13/2022.  Please be advised that the payments for maintenance fees are under review and should take 48 hours to get an update. Thank you.

  Customer response

  12/20/2022

   
  Complaint: 18546923
  
  I am rejecting this response because:
  Nobody called me. There is no voicemail message on my phone. Ive received no response. 
  
  Sincerely,
  
  *******************

  Business response

  12/20/2022

  Please be advised that the account is being reviewed. We will contact you of any new information received. Thank you

  Customer response

  12/20/2022

   
  Complaint: 18546923
  
  I am rejecting this response because:

  I called AGAIN today - at least my 10th call in addition to at least 10 emails in addition to this BBB complaint

  The rep I spoke with (*********) told me that a review had been conducted and that I am right - the bill is wrong - I already paid for the 2023 week. She said this was determined on 12/15. And she has no idea why the bill has not been corrected to show this nor why nobody has told me. 

   

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

  Business response

  12/28/2022

  Please be advised that we have tried to explain and resolve member's maintenance fee dispute. Member was contacted thru email and via phone call. Unfortunately she hung up. Thank you

  Customer response

  01/02/2023

   
  Complaint: 18546923
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  LOL. I did NOT "hang up." 

  So here for the 10th time again is my question. 
  
  
  I paid for the 2023 weeks when I borrowed them to book reservations.
  
  
  1) Please tell me how much I paid for them when I did this.
  
  
  2) Then tell me what the current 2023 maintenance fee rate is for this contract.
  
  
  I should only be charged the difference. 

   

  Business response

  01/24/2023

  Greetings,

  Please see the email correspondence from the supervisor to the member regarding the refund which was sent Nov 8, 2021

  Hello *******,
  
  I sent our member an email yesterday, please see response below.
  
  
  Thank you.
  
  Yes;please apply part of the funds toward whatever I owe. 
  
  On Monday, November 8, 2021, 03:00:04 PM PST, Lomac Mavoungou <*************************************> wrote:
  
  
  Hello ***************,
  
  We submitted a refund for the unit split of $515 and **** maintenance fee of $1021.  We did put the **** holiday week back as a 2 bedroom. In addition, when the 2 reservations were cancelled part of it was book using club time which we will submit the refund.Would you want to apply part of the funds towards the 2022 maintenance difference? You prepaid the maintenance and now that the invoices have been sent, the 2022 increased and you have a difference of $33. Please let me know how you would like to proceed.
  
  Thank you,

  Lomac ******************* Services Supervisor
  
  ********************-71845
  *************************************
  6850 ************ ************* 89119
  ***********************

  Customer response

  01/26/2023

   
  Complaint: 18546923
  
  I am rejecting this response because:

   

  This email has absolutely nothing to do with the fact that I was apparently being charged for a studio week which I was inappropriately not charged for in the past. *************************** was able to get to the bottom of this mess and also advised me that I had THREE pre paid studios on this account which had not been used. EVERY time I have called in and spoken to other reps I was erroneously told that I had no unused weeks on this account. The repeatedly incorrect information and mistakes made are astounding. 
  
  Sincerely,
  
  *******************

  Business response

  02/13/2023

  Please be informed that we a manager have already reached out to the member for resolution (please see below) and the member have already replied. Thank you.

  
  From: Lomac Mavoungou <*********************************>
  Sent: Tuesday, November 9, 2021 7:04 AM
  To: *************************** <*********************>
  Cc: Ma ******************************** <*******************************************************;;*********************** ******************************************************* <**********************>;*************************** <***********************>;*************************** <********************************************************;;************************* ********************************************************* <********************>
  Subject: RE: 18-35178/*******************/ BBB Complaint Case# ******** (Ref#***-90034210-********-4-302)
  
  Hello *******,
  
  I sent our member an email yesterday, please see response below.
  
  
  Thank you.
  
  Yes;please apply part of the funds toward whatever I owe. 
  
  On Monday, November 8, 2021, 03:00:04 PM PST, Lomac Mavoungou <************************> wrote:
  
  
  Hello ***************,
  
  We submitted a refund for the unit split of $515 and **** maintenance fee of $1021.  We did put the **** holiday week back as a 2 bedroom. In addition, when the 2 reservations were cancelled part of it was book using club time which we will submit the refund.Would you want to apply part of the funds towards the 2022 maintenance difference? You prepaid the maintenance and now that the invoices have been sent, the 2022 increased and you have a difference of $33. Please let me know how you would like to proceed.
  
  Thank you,
  
  
  
  Lomac ******************* Services Supervisor
  
  ********************-71845
  *************************************
  6850 ************************************************************ style="mso-special-character:line-break">
  

*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. ↩