ComplaintsforSundance Vacations, Inc.

• Initial Complaint

  01/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Last year my husband and I went to a seminar for Sundance vacations. We were given the opportunity to sit and listen to a gentle explain all the wonderful places he has been with his family and how it helped with vacation spending. We were hesitant at first but decided with two children maybe a structured vacation would be for us. We signed up and immediately had buyers remorse. Unfortunately the vacations and locations promised in our seminar arent even on the map. Its was made to seem like resort style stays and they are not. I have asked multiple times about cancelling and no one can give me a straight answer. Financially I also can no longer afford these monthly and quarterly payments. I cant do it any more no one will talk to me and help me. I only get rude people who tell me well its what you signed up for and thats not true. When I try and explain our expectations I got a response of well thats unfortunate. I understand I signed a contract I can work out to pay out what ever is left but I know longer want to be in this Sundance vacation club. I just need help getting out.

  Business response

  02/01/2024

  Mr. *******:
  
  
  Thank you for your letter dated January 17, 2024 regarding ******** *********. I was sorry to
  hear that Mrs. ********* could “no longer afford” the purchase of her Vacation Program, or that
  she feels that we misrepresented the quantity of vacation properties available. It is one of our
  main priorities to ensure that all information is fully disclosed and that all our customers are
  comfortable with their purchases.
  
  Regarding Mrs. *********’s implication that our sales staff misrepresented the availability of
  vacation accommodations, stating that “the vacations and locations promised aren’t even on the
  map,” it is our position that these claims are demonstrably untrue, although without details it is
  difficult to address fully. As a means of illustrating the copious amount of vacation properties
  available, I have enclosed the current availability map below, displaying how many properties
  are available throughout the remainder of the year, which is easily in the hundreds. We would be
  pleased to assist Mrs. ********* with the procuring of accommodations for any future trips she
  might be planning, and if she is interested in doing so I would encourage her to contact our
  Customer Experience team at ###-###-####.
  
  
  
  Since receiving your letter, a representative from our Customer Care team has attempted to
  contact Mrs. ********* in an effort to resolve this issue. Our records indicate that we have left
  voicemail messages on several occasions (January 29th and 30th, February 1st, 2024), but we have
  been unable to discuss this matter with her. Thus, we are not able to offer a complete resolution
  to this complaint. We remain confident that if given the opportunity we could resolve Mrs.
  *********’s concerns, and if she would like to be an active participant in the resolution to this
  matter, I would encourage her to contact us at her earliest convenience.
  
  We trust this resolves this complaint, and we ask that you notify us if it is not resolved. If you
  have any questions regarding this or any other matter, please do not hesitate to contact this office
  at ###-###-####.
  
  Sincerely,
  
  ** *********
  
  Sr. Manager, Customer Care
  Sundance Vacations Network

• Initial Complaint

  06/29/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I was told that I wont a tablet and a free vacation at Sundance. When I got to the place, I was told to sit through a long presentation about the vacations and how it can save me money. Afterwards, I met with a sales rep who refused to take no for an answer. My significant other and I both said no numerous times and they kept coming back with offers until we eventually agreed just to get out of there. Wed been trying to cancel since and was told we cannot.

  Business response

  07/13/2023

  July 13, 2023 
  Thank you for your letter dated June 29, 2023 regarding ******** *******. I was sorry to hear that Ms.  Parsons felt that the decision to purchase her Vacation Program was the product of our sales staff refusing  “to take no for an answer.” It is never our intention to pressure our clients, but rather one of our main  priorities to ensure that all information is fully disclosed prior to any purchase taking place. We strive to  communicate, both verbally and in writing, all information in a manner that is easy to understand.  

  Regarding *** *******’ assertion that our sales staff pressured her into the decision to purchase the  Vacation Program on June 18, 2022, we feel that we gave her ample opportunity to express these feelings,  and our records indicate that she never did. As part of our Vacation Program Agreement we include a  Consumer Disclosure Acknowledgment, which has our clients answer a series of easy-to-understand  questions by responding “Yes” or “No.” I have enclosed a copy of this Acknowledgment for your  reference, and we ask that you note the section below which shows *** ******* responding in the  affirmative when asked about her satisfaction with our Sales staff and the overall purchase.

  Upon receiving the letter from your office, we had a representative from our Customer Care team  research *** *******’ account in order to see what might be done to settle this matter. During a phone  conversation on June 29, 2023 we were able to discuss this matter with *** ******* and I am pleased to  report that we were able to reach an amicable resolution. After discussing the issue in great detail, we  agreed to revise *** *******’ Vacation Program. This revision considers her account to be paid-in-full,  completely relieving her of the $4,667.60 of principal still owed on her Vacation Program, while providing her with the use of two (2) vacation weeks to be used as outlined in her Agreement.  Additionally, we agreed to place *** *******’ Service Charges into a “dormant” status, precluding her  from paying them until she informs us that she is prepared to utilize her vacation weeks. Our records  indicate that *** ******* was satisfied with this resolution, and we look forward to assisting her with her future travel plans. 

  We trust this resolves this complaint, and we ask that you notify us if it is not resolved. Should you have  any questions regarding this or any other matter, please don’t hesitate to contact us at (************. 
  

  Sincerely,  
  

   Sr. Manager, Customer Care  
  Sundance Vacations Network

  Customer response

  07/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  06/23/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing this complaint to find some resolution for signing a contract with Sundance vacation under false advertising and a misrepresentation of what we were supposed to receive. Two days ago, I was called and told that I had won a free vacation after filling out a raffle for a car at the mall. To collect what I won I would just have to show up to a presentation then collect what I won. Today on 6/23/23, I went to the presentation with my significant other and quickly realized it was a sales pitch for vacation packages. After the presentation we were met by a sales person to talk about the vacation packages. Every time we expressed that we did not have the money and already had a commitment to another company we were met by a different manager to sell us a less expensive package. The entire time we were being pressured more and more into just agreeing to a contract. I also expressed that I only travel to 5 star hotels with specific amenities. After we expressed this I was brought to a tv in the office to show me potential 5 star hotels they offer in their package which I later found out to be a complete lie! When we turned down another offer we were sent to another office where we were supposed to only receive our free trip and event tickets. Of course this was just another sales pitch which resulted in us signing a contract for 2,250$ over 36 months for 68$ a month with a 200$ downpayment. We felt like this was great for what we would be receiving. After leaving the office in King of Prussia we got home and spent hours on the Sundance website only to find out that what they presented us was a complete lie and scam! Most of the hotels are 2 and 3 stars when I clearly stated I only go to 5 star resorts with very specific amenities. I would like to quickly be relieved of this contract being that this was a complete false representation. We will not ever be planning on using this package due to the hotels being so horrible.

  Business response

  07/11/2023

  July 11, 2023 
    
  *** *******:  

  Thank you for your letter dated June 26, 2023 regarding ******** *******. I was sorry to hear that *** ******* felt that her decision to purchase her Vacation Program was the product of being “pressured” by  our sales team. It is never our intention to pressure our clients, but rather one of our main priorities to  ensure that all information is fully disclosed prior to any purchase taking place. We strive to  communicate, both verbally and in writing, all information in a manner that is easy to understand.  

  Regarding *** *******’s assertion that our sales staff pressured her into the decision to purchase the  Vacation Program, we feel that we gave her ample opportunity to express these feelings, and our records  indicate that she never did. As part of our Vacation Program Agreement we include a Consumer  Disclosure Acknowledgment, which has our clients answer a series of easy-to-understand questions by  responding “Yes” or “No.” I have enclosed a copy of this Acknowledgment for your reference, and we  ask that you note the section below which shows *** ******* responding in the affirmative when asked  about her satisfaction with our Sales staff and the overall purchase. 

  Since receiving your letter, a representative from our Customer Care team researched *** *******’s account to see what could be done to bring this matter to an amicable resolution. A review of our records  indicates that we had already spoken with *** ******* on June 24, 2023 (two days before we received the letter from your office) and agreed, in the spirit of providing exemplary customer service, to honor her request to cancel the account completely. We sent *** ******* our standard Termination Agreement, which was executed and returned to us, effectively cancelling her account and relieving her of the  $2,250.00 of principal still owed. No payments had been processed, so no refunds were due. 

  We trust this brings this matter to a close and ask to be notified if it is not considered resolved. Should  you have any questions regarding this or any other matter, please do not hesitate to contact this office at  ###-###-####.  
  

  Sincerely,  
  ** ********* 
  Sr. Manager, Customer Care 
  Sundance Vacations Network
  

  
  

• Initial Complaint

  06/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Approximately 18 months ago I was brought in for a free tablet and presentation from Sundance. I told them multiple times I could not afford a travel package and was not interested. Eventually after 20 to 25 times saying no: I was brought into a private office with the door closed. I again had to sit and listen to these people sell me something I didn't want and said as much. Eventually I did agree to the lowest number I could stomach simply to be able to leave. Since then they have taken a payment monthly. As of me writing this they have now decided to debit nearly 500$ on top or my normal 30$ monthly payment without notifying me at all. I spoke with the company who told me "deal with it" as theyre going to continue to draft money as they see fit. With this new and undisclosed payment pulled: I now cannot afford my child's school payment for the month. This "company" should not be able to operate like this.

  Business response

  06/20/2023

  June 20, 2023

  Thank you for your letter dated June 6, 2023 regarding Kevin Dowd. I was sorry to hear that *** **** felt that some pertinent details of his Vacation Program Agreement were not adequately disclosed. It is never our intention to mislead clients, but rather one of our main priorities to ensure that all information is fully disclosed prior to any purchase taking place. We strive to communicate, both verbally and in writing, all information in a manner that is easy to understand.
  In his letter to your office *** **** expresses surprise and disappointment regarding the Annual Service Charge that is associated with his Vacation Program, calling it a “new and undisclosed payment.” It is our assertion that this fee was well covered in the Agreement *** **** entered into on December 14, 2021. We ask that you notice the sections of the Agreement below, which clearly define the Annual Service Charge, as well as the included copies of the documents in their entirety. We also ask that you notice that *** **** signed all of these documents to indicate that he understood their contents.

  Upon receiving your letter, we immediately began efforts to contact *** ****, and our records indicate that during a phone conversation on June 15, 2023 we were able to bring this matter to an amicable resolution. After discussing the matter in great detail, we agreed to revise *** ****’s account. As a result of this revision, Sundance Vacations has agreed to consider *** ****’s account to be paid-in-full, relieving him from responsibility for the $773.05 of remaining principal owed while allowing for the full use of three (3) vacation weeks as outlined in his Agreement. We also agreed to waive the past-due Service Charges on *** ****’s account, and our records indicate that he was satisfied with this resolution.
  We trust this resolves *** ****’s complaint, and we ask that you notify us if it is not resolved. Should you have any questions regarding this or any other matter, please do not hesitate to contact this office at (************.
  Sincerely,
  ** *********
  Sr. Manager, Customer Care
  Sundance Vacations Network

• Initial Complaint

  06/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I got the call for sundance vacation and to come in for an instructional meeting on After they have a sales pitch which my spouse and i said no to, then the kept insisting and pushing. we felt very nervous and pressured. they had said it can be canceled anytime. I have called multiple times and can not get in contact with anyone. i WANT TO CANCEL THIS SCAM. i want my money back and to be out of this "contract" that you can get out of because there is no customer support!!!

  Business response

  06/19/2023

  June 19, 2023

  Thank you for your letter dated June 5, 2023 regarding **** ********. I was sorry to hear that *** ******** felt that he was “pressured” into the decision to purchase his Vacation Program. It is never our intention to pressure our clients, but rather one of our main priorities to ensure that all information is fully disclosed and that all our customers are comfortable with their purchase.
  Regarding *** ********’s assertion that our sales staff pressured him into the decision to purchase the Vacation Program, we feel that we gave him ample opportunity to express these feelings, and our records indicate that he never did. As part of our Vacation Program Agreement we include a Consumer Disclosure Acknowledgment, which has our clients answer a series of easy-to-understand questions by responding “Yes” or “No.” I have enclosed a copy of this Acknowledgment for your reference, and we ask that you note the section below which shows *** ******** responding in the affirmative when asked about his satisfaction with our Sales staff and the overall purchase.

  Since receiving your letter, representatives from our Customer Care team have attempted to contact *** ******** in an effort to resolve this issue. Our records indicate that we have left voicemail messages for *** ******** on three occasions (June 15th, 16th and 17th, 2023), and thus far he has not returned any of these calls. As a result, we are not able to offer a complete resolution to this matter. I remain confident that if given the opportunity we could resolve *** ********’s concerns. If *** ******** would like to discuss his complaint and be an active participant in its resolution, I would encourage him to contact us at his earliest convenience.

  We trust this resolves this complaint, and we ask that you notify us if it is not resolved. Should you have any questions regarding this or any other matter, please don’t hesitate to contact us at ###-###-####.
  

  Sincerely,
  ** *********
  Sr. Manager, Customer Care
  Sundance Vacations Network

• Initial Complaint

  06/04/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My fiance and i were contacted around jine or july about and alleged " free' week vacation we had won even though we DID NOT sign up to get this.. WE entered to win a $1000 Cash prize. We really didnt listen to the calls or really give it any attention But they just kept calling every couple days for multiple weeks. So finally we accepted their invite to come in to see the presentation because they said that was the ONLY WAy! =that we could receive this supposed free week vacation. So we sat through the presentation but just realized a couple of days ago that the company when we actaully tried to get the vacation that it was a Completely different organization that we still had to apply for this so called Trip as well whcih we didnt do bcuz it cost money and it was supposed to be a FREE 6 days 7 nights i believe it was. But it was NEVER reaveled to us what exactly what was going on never hasd full disclosure or definition of what we wer esigning up for. Like the guy that came out after **** was talking wierdly nice after we told **** ultiple times we were NOT able to afford this and they just kept talking and **** said well yea me and my family wnet on multiple trips this year and then the boss guy came out and was saying how he was doing us a favor by giving us this deal and that it will forsure help our credit scores/ consumer reports which it has NOT Showed up EVER as A credit transaction or even showed up as even an Inquiry I called a woman today a tristate and she just gave me an attitude when i mentioned this and she said well " we MAY have done that but not anymore" like i feel like as a consumer and So does the FDCPA that i have aRIGHT to know what is on my Consumer report and decide what is on there up until last month i was NEVER AWARE OF MY RIGHTS NEVER. so like i said im not looking for refund or W.e but i would Demand if they would STOP harrasing me and Cancel this Alleged contract that has "TILA" but Aint being reported. She Wouldnt Validate!!! Re

  Business response

  06/19/2023

  June 19, 2023

  Thank you for your letter dated June 5, 2023 regarding ****** *******. I was sorry to hear that *** ******* felt that the details of his Vacation Program Agreement were not adequately disclosed. It is never our intention to mislead clients, but rather one of our main priorities to ensure that all information is fully disclosed prior to any purchase taking place. We strive to communicate, both verbally and in writing, all information in a manner that is easy to understand.
  *** ******* makes various vague complaints about several aspects of his Vacation Program, but it is our position that these claims are entirely without merit. For example, *** ******* says that one of the reasons he is requesting to cancel his Vacation Program is that he did not realize that the promotional trip that he was provided with for visiting our Sales Office was managed and booked by a “completely different organization,” which requires that certain booking procedures are followed, as well as certain fees/taxes paid. We could certainly assist *** ******* with registering/booking his promotional vacation, and if he would like our help in such an endeavor, or with exploring the wide variety of vacation accommodations available for him to book through the Vacation Program he purchased through Sundance Vacations, we would be delighted to do so.
  Upon receiving the letter from your office, we had a representative from our Customer Care team research *** *******’s account in order to see what might be done to settle this matter. During a phone conversation on June 17, 2023 we were able to discuss this matter with *** ******* and we agreed, in the spirit of providing exemplary customer service, to honor his request to cancel
  his Vacation Program, relieving him completely from the $718.50 of principal still owed. We sent our standard Termination Agreement to *** *******, and as soon as he returns the executed document his account will be effectively cancelled. Our records indicate that *** ******* was satisfied with this resolution.
  We trust that this will bring this complaint to a satisfactory resolution, but if you have any further questions or concerns we hope that you will contact this office at (800)220-9400.
  

  Sincerely,

  Sr. Manager, Customer Care
  Sundance Vacations Network

  Customer response

  06/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************
  
  

• Initial Complaint

  05/16/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Worse company I have ever dealt with I have been trying to cancel since I joined knowing I would never use it but felt pressured vy the sales people to give in I tried to cancel no results they lowered the payments called again wanted to cancel told me they can't cancel it sent multiple emails still no results I stopped payment so they couldn't stop robbing me blind with their monthly payment and quarterly fee which I was never told about now my credit has significantly suffered this is the biggest scam I have ever seen

  Business response

  05/31/2023

  May 31, 2023

  Thank you for your letter dated May 17, 2023 regarding ********* ******. I was sorry to hear that *** ****** felt that the fees associated with her Vacation Program were not adequately disclosed, or that the decision to purchase it was the product of being “pressured.” It is never our intention to pressure our clients, but rather one of our main priorities to ensure that all information is fully disclosed prior to any purchase taking place. We strive to communicate, both verbally and in writing, all information in a manner that is easy to understand.
  Regarding *** ******’s assertion that our sales staff pressured her into the decision to purchase the Vacation Program, we feel that we gave her ample opportunity to express these feelings, and our records indicate that she never did. As part of our Vacation Program Agreement we include a Consumer Disclosure Acknowledgment, which has our clients answer a series of easy-to-understand questions by responding “Yes” or “No.” I have enclosed a copy of this Acknowledgment for your reference, and we ask that you note the section below which shows *** ****** responding in the affirmative when asked about her satisfaction with our Sales staff and the overall purchase.

  *** ****** also claims that Sundance Vacations had been unresponsive to her past attempts to extricate herself from the responsibilities detailed in the Vacation Program Agreement she entered into on July 27, 2019. We feel that this assertion is entirely without merit, as our records indicate that in an effort to provide exemplary customer service we had already modified her Agreement on two separate occasions, relieving her from responsibility for $10,215.57 of principal owed. This was done solely because *** ****** informed us of some financial difficulties she was encountering due to changes in employment (first on September 10, 2019 and again on May 5, 2021). While we are sorry that these circumstances proved to be financially difficult for *** ******, we feel that her insinuations that we are unwilling to assist our clients during times of duress are demonstrably untrue.

  *** ****** also claims that the Service Charges due on her Vacation Program were not covered by our Sales staff adequately, stating that there was a “quarterly fee which I was never told about.” We again ask that you look at the excerpt of the Consumer Disclosure Acknowledgment above, which clearly shows *** ****** responding in the affirmative when asked about the Service Charge. This same fee is also covered multiple times in the Agreement, as seen in the sections we have copied below. We have also provided you with full copies of these forms, all of which were signed/initialed by *** ****** to signify that she understood their contents.
  

  Upon receiving your letter, we reviewed *** ******’s account and discovered that her account had already been cancelled on May 23, 2023 due to severe delinquency of more than 365 days. This cancellation means that no further funds will be sought as payment on the principal still owed ($2,175.00), and we have verified that all prior credit bureau reporting has been removed.
  

  We trust this resolves this matter and ask to be notified if it is not considered resolved. Should you have any questions, please do not hesitate to contact this office at (800)220-9400.
  

  Sincerely,

  Sr. Manager, Customer Care
  Sundance Vacations Network

• Initial Complaint

  05/15/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My husband & I were at a wine event on 5/5/23 when were approached about a free 7 night vaca we “won” & all we had to do was attend a short presentation. The next day 5/6/23 we arrived at 10am & didnt leave until 245pm. After the presentation we were taken back by the sales associate who gathered more info about our travel hopes & then the pressure began. We told her no; she brought out her manager who we also told no; he brought out his supervisor who we also told no! Each time they left the table, they came back with another offer to convince(force) us. We stated we needed more time to think, asked if we could return the next day to give us time to do research, make sure this was a right fit. However we were told no each time, that it was an offer for now only & we couldnt return for the offers. After 4 hours of being pressured we felt it was our only option. The contract was fanned through by the initial saleswomen who stated multiple times how hungover she was & that she works in NJ so couldnt explain the details in full to us so she brought out the supervisor to quickly speed though the 1 sentence lines they had me initial by that “matched to paragraphs in the contract” that we weren’t given to fully read. We were told multiple things that were false: 5star resorts, locations in Japan &Iceland (which we stated we wanted to travel to), that this is passed to our children until all vacas used (didnt know)& MUCH more. We didnt use any vaca or free promo given to us. We wrote a cancelation letter during the recession period under PA law & sent it out on 5/13/23 & am waiting their reply. We want not only our contract canceled but also a full refund of the $8,000 we paid off in full. The worst part about it all is that my family grew up with cofounder of Sundance & I went to school with their daughter. They are from the same small hometown in PA that we still reside in & thats who theyre hurting by doing this. We just want our money back & to be out of this contract.

  Business response

  05/30/2023

  May 30, 2023 
  *** *******: 
  Thank you for your letter dated May 16, 2023 regarding ******** *******. I was sorry to hear that *** ******* felt that the decision to purchase her Vacation Program Agreement was the product of being  “pressured,” or that she felt that the vacations provided through our services were not as good of a value  as she anticipated. It is never our intention to pressure our clients in any way, but rather one of our main  priorities to ensure that all information is fully disclosed and that all our customers are comfortable with  their purchases. 
  Regarding *** *******’s assertion that our sales staff pressured her into the decision to purchase the Vacation Program, we feel that we gave her ample opportunity to express these feelings, and our records  indicate that she never did. As part of our Vacation Program Agreement we include a Consumer  Disclosure Acknowledgment, which has our clients answer a series of easy-to-understand questions by  responding “Yes” or “No.” I have enclosed a copy of this Acknowledgment for your reference, and we  ask that you note the section below which shows *** ******* initialing in the affirmative when asked  about her satisfaction with our Sales staff and the overall purchase.  
  
  Upon receiving the letter from your office, we had a representative from our Customer Care team  research *** *******’s account in order to see what might be done to settle this matter. During a phone  conversation on May 25, 2023, we were able to discuss this matter with *** ******* and we agreed, in the spirit of providing exemplary customer service, to honor her request to cancel her Vacation Program.  This cancellation will provide *** ******* with a full refund of the principal paid on her Vacation  Program ($8,000.00). We sent our standard Termination Agreement to *** *******, she returned an executed copy to us, her account has been cancelled, and her refund has been processed. Our records  indicate that *** ******* was satisfied with this resolution. 
  We trust this resolves this complaint, and we ask that you notify us if it is not resolved. Should you have  any questions regarding this or any other matter, please don’t hesitate to contact us at ###-###-####. 
  

  Sincerely,  
  Sr. Manager, Customer Care  
  Sundance Vacations Network

• Initial Complaint

  05/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We received a call from Sundance Vacations indicating we won a free vacation or a tablet from a raffle we filled out and we just needed to attend a presentation to receive the tablet or vacation. We attended a 60 minute presentation on May 19, 2022. Once the presentation was over they then introduced my husband and I to their sales representative. We stated from the beginning that we did not believe this is something we could afford, they wouldn't take no for an answer, they always came back with another counter offer/lower price. After being there for hours. With every no, we are not interested, they would change the package a little bit to make it more affordable. We felt pressured and felt like we could not say no or leave without purchasing a package. We were tired of all the counter offers and agreed to finally signup for a 10 week vacation package for $5,400 after being pressured for hours. We also put a $250 deposit down with monthly payments of $115.21. During the presentation they show you a number of amazing properties and talk about the endless number of destinations. They falsely advertised the units as many of them are outdated. However, looking at options through our online account, the destinations are limited and not as nice as what they showed. The company also has very few units in popular cities and they never seem to be available. Between what you pay for the deal and all the added booking and yearly maintenance fees you aren't really saving money like they make you believe. We have no log in information to access any of our financial information and past efforts to contact Tristate have been unsuccessful. I was falsely lured into agreeing to this contract and would just like to be free of this company.

  Business response

  05/24/2023

  May 24, 2023 
  *** *******: 
  Thank you for your letter dated May 10, 2023 regarding ******** ************. I was sorry to hear that  *** ************ felt that the decision to purchase her Vacation Program on May 19, 2022 was the  product of being “pressured,” or that the purchase was adding any undue financial strain. It is never our  intention to pressure our clients, but rather one of our main priorities to ensure that all information is fully  disclosed and that all our customers are comfortable with their purchase. 

  Regarding *** ************’ assertion that our sales staff coerced her into the decision to purchase her Vacation Program, we feel that we gave her multiple opportunities to express these feelings, and our  records indicate that she never did. As part of our Vacation Program Agreement we include a Consumer  Disclosure Acknowledgment, which has our clients answer a series of easy-to-understand questions by  checking “Yes” or “No.” I have enclosed a copy of this Acknowledgment for your reference, and we ask  that you note the section below which shows *** ************ responding in the affirmative when asked  about her satisfaction with our Sales staff and comfort with the overall purchase.  
  

  Since receiving your letter, a representative from our Customer Care team has attempted to contact *** ************ in an effort to resolve this issue. Our records indicate that we have left voicemail messages  for *** ************ on several occasions (May 22nd and 24th, 2023) and spoken very briefly on another  occasion (May 23rd, 2023) but as of now we have been unable to discuss this matter with her. Thus, we are not able to offer a complete resolution to this complaint. We remain confident that if given the  opportunity we could resolve *** ************’ concerns, and if she would like to be an active participant  in the resolution to this matter, I would encourage her to contact us at her earliest convenience. 

  We trust this resolves this complaint, and we ask that you notify us if it is not resolved. If you have any  questions regarding this or any other matter, please do not hesitate to contact this office at (************. 
  

  Sincerely,  
  

  Sr. Manager, Customer Care  
  Sundance Vacations Network

• Initial Complaint

  05/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 7th, 2023, My husband and I were pressured into the purchase of a 4 week package after the premise of a free week long vacation to just come into their offices and watch an hour long presentation (which turned out to be almost 4 hours long). We got singled out from the group and with every "no we are not interested" they would continue to coerce us and offer better deals. We were pressured into an agreement that we were given no time to read and now we see that you were have to be 25+ which neither of us are. They pressure you with different people until you finally give into one of their packages just so that you can finally leave (ours happened to be a 4 week long package that we paid $400 down for and apparently financed the other 1,400 through Sundance's own adjoined bank). We have never used this and never plan to but we were intimidated into buying. We just way to cancel our membership and get refunded for the down payment they intimidated us for. Sundance fault like a fraud company from the get go and we still cant believe we fell for their ploy. Account number: ********

  Business response

  05/16/2023

  May 16, 2023 
  *** *******: 
  

  Thank you for your letter dated May 2, 2023 regarding ******** *******. I was sorry to hear that *** ******* felt that the decision to purchase her Vacation Program Agreement was the product of being  “pressured.” It is never our intention to pressure our clients in any way, but rather one of our main  priorities to ensure that all information is fully disclosed and that all our customers are comfortable with  their purchase. 
  

  Regarding *** *******’s assertion that our sales staff pressured her into the decision to purchase the Vacation Program, we feel that we gave her ample opportunity to express these feelings, and our records  indicate that she never did. As part of our Vacation Program Agreement we include a Consumer  Disclosure Acknowledgment, which has our clients answer a series of easy-to-understand questions by  responding “Yes” or “No.” I have enclosed a copy of this Acknowledgment for your reference, and we  ask that you note the section below which shows *** ******* initialing in the affirmative when asked  about her general satisfaction with our Sales staff and the overall purchase.  
  
  Upon receiving the letter from your office, we had a representative from our Customer Care team  research *** *******’s account in order to see what might be done to settle this matter. During a phone  conversation on May 15, 2023 we were able to discuss this matter with *** ******* and we agreed, in  the spirit of providing exemplary customer service, to honor her request to cancel her Vacation Program. 

  This cancellation will provide *** ******* with a full refund of what has been paid to date on her Vacation Program ($400.00). We sent our standard Termination Agreement to *** *******, and as soon  as she returns the executed document to us her account will be cancelled, and her refund will be processed. Our records indicate that *** ******* was satisfied with this resolution. 
  We trust this resolves this complaint, and we ask that you notify us if it is not resolved. Should you have  any questions regarding this or any other matter, please don’t hesitate to contact us at (800)220-9400. 
  

  Sincerely,  
  ** *********  
  Sr. Manager, Customer Care  

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