Complaints

This profile includes complaints for Capital Vacations, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Capital Vacations, LLC

  2024 Corporate Centre Dr STE 101 Myrtle Beach, SC 29577-7410

  
• 

  Capital Vacations, LLC

  6301 N Kings Hwy Myrtle Beach, SC 29572-3006

  

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:04/21/2025

  Type:Service or Repair 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.

  Purchased a Capital Vacations on 1/25/25 at the ************* in ** for $299. Their agents at the booth were advised that I did not own a credit card so told to use my daughters credit card although she was not 28. Package included a 120 min sales pitch of resort (timeshare purchase option). We reserved a weekend at their ******* resort (included $50 deposit - made with my debit card -advised that I did not have CC - no issue. Roundtrip airfares purchased. Contact was initiated by company to confirm the trip 2 weeks before trip.Numerous calls/voicemails. Tried confirm via text Upon arrival you will need to provide a physical, active ***** Credit Card one that does not say debit, check card or prepaid Credit Card that is in your name. Do you have one of these? No. Connected to an agent on 4/17/25 because of no credit card I am disqualified. Questioned about the $299 payment and the $50 deposit for the presentation weekend? The $50 is reimbursable but the $299 isnt? No refund after 30 day policy. Why am I being blamed for not having a credit card? The company decided to disqualify me for that reason and continuously stating that I should have told them that I do not have a credit card when in fact I did as well as the different payment types given. I have gone on international vacations without a credit card why would I think differently? The initial contacts at the ************* should have reiterated that persons buying their package not only need to be ************************************************** their name. I will not have a credit card in my name for years to come. This seems like a well crafted sales pitch scam to get a hold of as many $299 payments from as many victims as possible. Now, we have to cancel our non refundable airfare purchased just for this trip. I will forever be an advocate against these practices. How is the CEO of this company sleeping at night knowing that he/she is taking $299 from innocent people who work hard for their money?

  

  Business Response

  Date: 04/29/2025

  We apologize if the Wakefield familys experience with Capital Vacations did not meet their expectations. After consulting with our marketing department, we have processed a refund for the Wakefield family.Please allow 7-10 business days for the funds to appear in their account.Additionally, be aware that the timing may vary based on individual banking policies,as refund processing times can differ.

  Customer Answer

  Date: 04/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:04/10/2025

  Type:Product 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.

  On Feb 15, 2025, I purchased a $499 vacation package from Capital Vacations at their stand in *************** (*******/******, **). The package included a 4-day/3-night hotel stay, 2 entertainment credits, a Vegas or ******* trip (hotel + flight), a $50 rebate, and a 7-night condo stay. I was told I could use my $50 rebate to upgrade to a 4-night stay. I was also told I had to complete the 4-day stay and a timeshare tour before redeeming the rest.On Feb 19, I booked my 4-night stay (May 812) at ********** in ************ for 5 people and 1 infant and paid a $50 deposit. I received a confirmation email that same day. On March 8, I was notified that my reservation was changed to Links ************** Clubwithout my consent. When I called, ******* at Capital Vacations said they no longer had a contract with The Palace. I explained that I didnt agree to the new property and that it didnt meet my standards. She said shed request a new confirmation for Prince Resort and call me the next dayshe didnt.When I followed up, another *** told me only a 1-bedroom was available at ****** Resort, which would not work for 5 people and an infant. The only 2-bedroom options were properties I did not want. I asked for a refund, and she refused, citing the cancellation policy. I explained it was unfair because they changed my confirmed reservation after the cancellation deadline, leaving me no option to cancel. She insisted accommodations arent guaranteed, but The Palace was confirmed when I booked. They changed it after confirmingwithout my approval.She eventually agreed to refund the $50 deposit (I never received confirmation), but Im requesting a full $499 refund. I no longer want to do business with a company that changes confirmed bookings without notice or care for customer needs.

  

  Business Response

  Date: 04/23/2025

  Our compliance team has been in contact with Ms. ******** A compliance representative discussed arranging accommodations with her today. They are currently coordinating with Prince Resort to finalize the booking and are awaiting a response from the resort. The guest has been informed of this update. 

• Initial Complaint

  Date:04/09/2025

  Type:Billing 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.

  On 4/9/25, Capital Vacation charged my credit card $152 (in addition to a $50 deposit) to reschedule or cancel a timeshare presentation at Camelot By The Sea in ************ on 4/17/25 due to my moms surgery, as I missed the 14-day cancellation window. I requested a waiver due to the emergency, but the representative, after consulting management, refused. I find this unethical and can provide proof of the surgery if needed.

  

  Business Response

  Date: 04/21/2025

  Upon reviewing this matter and consulting with the marketing department, a refund of $152 has been issued. The guest is welcome to rebook their dates at their convenience. Additionally, the refund receipt has been emailed to the guest

  Customer Answer

  Date: 04/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** Rosselotmckeown

• Initial Complaint

  Date:04/08/2025

  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.

  Dear Better Business Bureau, I am writing to formally lodge a complaint against ********** By The Sea regarding their lack of assistance and support concerning my timeshare membership. I have made several attempts to communicate with them about my financial hardships, which have rendered me unable to continue paying for this membership. Unfortunately, all my efforts have been ignored, and I have not received any relief or cooperation from the company. I have expressed my willingness to work with them to resolve this matter amicably, including surrendering my contract back to the resort for a mutual release or considering a deed-back arrangement. However, it has become evident that ********** By The Sea is unwilling to collaborate or provide any solutions. Given the circumstances, I am left with no option but to escalate this issue to consumer resources such as the BBB. I am seeking your assistance to hold ********** By The Sea accountable and help facilitate the resolution of this matter. It is imperative that I be released from this membership immediately, as I simply cannot afford it any longer. Your attention to this complaint is greatly appreciated, and I look forward to your support in addressing this matter promptly.

  

  Business Response

  Date: 04/21/2025

  We apologize that the ****** family's experience with Peppertree by the Sea and Capital Vacations fell short of their expectations. After reviewing the situation, it appears that our agents attempted to contact the ****** family several times on November 27, November 29, and December 2, 2024,via both email and phone calls in an effort to address any concerns.Regrettably, we were unable to connect with them. If the ****** family is interested in exploring their eligibility for the Deed Back program, we encourage them to reach out to the ****************** at their convenience by calling **************, Monday through Friday, from 9:00 A.M. to 5:00 P.M.

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair 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've been stuck in a terrible situation with Capital Vacations, and I need the Better Business Bureau to hear me out. Despite multiple efforts to resolve the issues, I'm still struggling with a timeshare that I simply can't maintain anymore. Since my wife was diagnosed with several severe health conditions, everything changed for us. Her post-viral fatigue syndrome, bradycardic arrhythmia, leaky gut issues, and two forms of dysautonomia have left us completely overwhelmed. We can't work, we can't manage, and this financial burden just keeps getting heavier.We've tried to be responsibletried selling, tried rentingbut no luck. Each time, Capital Vacations shuts us down, refusing to offer any cancellation solutions without full payment, which we just can't afford. Calls with their representatives have been useless, with no empathy for our situation. Even after explaining my wife's permanent health challenges and our ongoing financial struggles, they pushed us towards impossible resolutions without any real *******'s been disheartening dealing with Capital Vacations' indifference to our struggle, ignoring what we were told during the purchase. We desperately need a way out that reflects the reality of our situation, not just more hoops to jump through. I'm asking for the BBB's support in having Capital Vacations end this burden without further draining us financially. We need closure, we need relief, and more than anything, we need empathy and understanding.

  

  Business Response

  Date: 04/16/2025

  We apologize if the Stelick familys experience with Capital Vacations did not meet their expectations. On April 14, 2025, we attempted to reach the Stelick family in order to address any concerns they might have had, but we were unable to make contact. We truly want all our customers to be completely satisfied and would be eager to assist the Stelick family with their issues.Previously, we informed the Stelick family that the only available exit option for owners requires that their loan and any outstanding maintenance fees be settled in full. For the Stelick family to receive the necessary support, we kindly ask them to get in touch with our ****************** team at **************,Monday through Friday 8:00 a.m. to 5:00 p.m. (EST).

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23155179
  
  I am rejecting this response because:
  
  I have to say Capital Vacations, your response doesn't quite sit right with us. When we reach out and inform you that we'll be recording our calls (as your representatives tell us that all calls are monitored and recorded for training purposes), suddenly your **** refuse to talk with us let alone answer our questions.  Makes us wonder, are you guys hiding something? It feels a lot like the same runaround you gave us during that first sales pitch, which got us into this situation to begin with.

  
  You keep saying full payment is the only way out of this timeshare contract. However, when we talked to one of your **** recently, they hinted there might be other options, but then clammed up. So, what's the deal? What are those other options? As a disabled veteran, I've served my country with honor, and frankly, it's pretty low how unyielding you all are being.

  
  If I can't afford a house or car anymore, at least I can sell them back or get out of the contract somehow. But with this timeshare, it's like I'm shackled for life. That just doesn't add up and isn't fair.
  We are frustrated and want out, plain and simple. Please stop dodging and start helping.

  
  Sincerely,
  The Stelick Family

  
  

  

  Business Response

  Date: 04/28/2025

  Capital Vacations stands on our pervious communication. The only available exit option for owners requires that their loan and any outstanding maintenance fees be settled in full. For the Stelick family to receive the necessary support and to explore any relief program, we kindly ask them to get in touch with our ****************** team at **************, Monday through Friday 8:00 a.m. to 5:00 p.m. (EST).

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23155179
  
  I am rejecting this response because:
  

  Your reply highlighted concerns we feel need to be addressed. According to your response, the only exit option available requires that owners pay off their loans and any outstanding maintenance fees in full. However, this contradicts information we received during a phone conversation with ****, who mentioned an alternative option through the Early Release Program. Under that program, we were told we could exit by paying approximately two-thirds of our remaining balance. She relayed that this would amount to no less than $9,000, which had to be paid in a lump sum, with no flexibility and a deadline of April 30. Considering we had this conversation with **** on April 28, such a tight timeline was unrealistic.
  We had already explained to **** in a prior discussion that we were struggling to afford even monthly payments, so suggesting a lump sum of $9,000 felt both impractical and tone-deaf to our circumstances. Despite this, we offered a potential compromise, stating we could possibly manage one-third of the balance if a payment plan was available. **** dismissed this outright, insisting nothing less than $9,000 would be accepted. Her recommendation was for us to secure a personal or key lock loan to fund this payment. This suggestion was not only unhelpful but also unrealistic, as our financial situation, already strained by mounting medical bills, has taken a severe hit. Its important to note that you have significantly damaged our once-strong credit, to the point where even qualifying for a small loan is nearly impossible.
  Whats most frustrating is that this all contradicts assurances given during our initial purchase. At the time we signed the contract, we were told that the company would buy back our ownership if we faced financial hardship. Now that we find ourselves in such a situation, those promises appear to be empty. Why were we given false assurances during the sales process?
  To find a solution amidst this ongoing frustration, we even proposed paying off the interest and any past-due maintenance fees. This could release us and give you the chance to resell the ownership to another family in a better financial position. Instead, we have been met with resistance and a lack of constructive options, leaving us feeling unheard and disregarded.
  This back-and-forth has gone on far too long, and we are tired of the lack of compassion and accountability. We need actionable solutions now.
  

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

• Initial Complaint

  Date:04/03/2025

  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.

  My wife and I were satisfied owners of a fully paid-off timeshare and had no intention of upgrading. However, during a required presentation tied to a promotional stay in Pigeon Forge, we were pulled aside for a high-pressure sales pitch that lasted over five hours.The salesman and finance manager claimed our existing timeshares equity would fully cover the upgrade with no extra cost. They also mentioned an owners assistance program to use points for payment, though their explanations were vague and confusing. When we asked questions, they told us to stop and just sign the paperwork, assuring us everything would work out. Exhausted, we reluctantly signed.The next day, we realized the deal required selling over 3 million points, an impossible task due to a 150,000-point cap. We confronted the finance manager, ****, who promised to cancel the paperwork and refund our down payment within a week. These promises were false. Our follow-ups were ignored, and **** evaded responsibility.When we escalated to management, they dismissed our concerns as a misunderstanding and refused to cancel the contract, offering only a vacation in compensation. This did nothing to address what weve endured.We were subjected to misleading tactics, broken promises, and poor accountability. We request immediate cancellation of this contract and a fair resolution to this matter.

  

  Business Response

  Date: 04/16/2025

  We apologize if the ******* familys experience with Capital Vacations did not meet their expectations. On April 14, 2025, we attempted to reach the ******* family, but we were unable to connect with them. We tried to leave our contact information and a callback number; however, the call was disconnected after a few rings. Please encourage the ******* family to reach out to ****************** at **************, available Monday through Friday from 8 a.m. to 5 p.m., to discuss their account and potential settlement options. 

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23152391
  
  I am rejecting this response because:

  The only offer they gave me was to pay 30k to exit, this is not satisfactory as we tried to cancel it the day after it was signed,  but your financial manager lied to our face saying it was canceled.  I am trying to get ahead of this before I go bankrupt.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 04/21/2025

  CV stands by our pervious response, We encourage the ******* family to reach out to ****************** so they are able to look into your account and assist you with this matter. **************, available Monday through Friday from 8 a.m. to 5 p.m., to discuss their account and potential settlement options. 

• Initial Complaint

  Date:04/02/2025

  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.

  We are writing to address our distressing experience with Capital Vacations during and after attending a timeshare presentation on March 28, 2021, at your *******, ******** location. Initially promised a 90-minute presentation, it lasted over 4 hours, during which we were pressured into purchasing ******* points under confusing terms and without clear pricing information.Despite subsequent promises of educational sessions in ************, **************, and ******************, these meetings only served as opportunities for further sales pitches, failing to educate us on effectively utilizing the program. Our attempts to navigate the system independently were futile due to limited offerings and escalating maintenance fees.Due to unforeseen personal circumstances, including caring for a family member with dementia and managing their estate, we have been unable to benefit from the timeshare as intended. The financial burden and emotional strain have become unsustainable, leading us to request termination of our timeshare contract.We kindly request your assistance in resolving this matter promptly.Thank you for your attention and understanding.Sincerely,***** and ***** **********

  

  Business Response

  Date: 04/14/2025

  We regret to hear about the experience the ********** family had with Capital Vacations. On April 11, 2025, we attempted to reach out to the family to address their concerns but were unfortunately unable to connect. The only option we currently offer for owners looking to exit their ownership is the Graceful Exit program, which requires that all loans and maintenance fees be paid in full. To receive the assistance they need, the ********** family can reach out to ****************** at **************. Alternatively, they can contact our ************************* at ************** for a comprehensive overview of their ownership and to clarify details regarding the benefits and programs available to them. If the ********** family wishes to explore further options, we encourage them to get in touch with us at their earliest convenience, and we will be happy to help.

• Initial Complaint

  Date:04/01/2025

  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.

  The ***************** Capital Vacations provided a false sense of urgency compounded by lies and a lot of misrepresentation. Example the Maintenance Fees were adjusted without proper notification, A total lack of communication from the ********* company, ****** a total Financial Burden preventing us from being able to close on a new home. Given these circumstances, I kindly request the immediate cancellation of our timeshare agreement. The financial impact has been significant, and we no longer find the ownership feasible or beneficial. We also request any guidance you can provide regarding the proper process to formalize this cancellation and any necessary steps we need to take to resolve this matter amicably.

  

  Business Response

  Date: 04/14/2025

  We are sorry to hear that the Love-********* familys experience with Capital Vacations has been less than stellar. We attempted to call them on April 7, 2025, to discuss their concerns, but were unable to make contact. We show that the Love-********* family owns timeshare interests at one of the resorts we manage. Please have the Love-********* family speak with our ****************** at ****************, Monday through Friday, from 9:00 ****** 6:00 p.m. (EST) to discuss feedback programs. 

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair 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.

  on 3/31/25 capital vacations had contacted me regarding me showing interest in a time share. I listened to their sales pitch which sounded great. I asked them for time to talk it over, they said I had 30 days. Within 30 minutes I contacted the business back to cancel and hung up feeling less confident, unsure, and as if I was scammed. within 30 minutes I was told I had to call a different number, when I called that new number it was expressed to me that it had to go to compliance and someone would call me back ( They may or might not) is the verbiage she used. This company lost my trust because of how they handled customers post sales. I dont trust them to contact me back, I never received an email with the entirety of the discussion and would prefer to be refunded the entire $179 that I was charged for my tour package.

  

  Business Response

  Date: 04/11/2025

  Following our conversation with the marketing department,our records indicate that Ms. ***** received her refund on April 1, 2025. If the refund hasnt already appeared in your account, please allow some time, as it may take several business days or longer to process, depending on your bank's policy.

• Initial Complaint

  Date:03/31/2025

  Type:Product 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 am filing this complaint to formally bring to your attention the mistreatment and unethical practices my family and I have experienced at the hands of Capital Vacations. We are on a fixed-income household facing significant medical hardships and despite being transparent about these challenges, the company's sales representatives deliberately took advantage of our situation. The representatives knowingly sold us vacation packages that were far beyond financial capacity. They employed false promises and misleading statements to persuade us into a sale, causing us substantial financial and emotional distress.Sometime ago, we received confirmation that our account was deemed inactive. However, we have yet to receive a refund or any acknowledgment of a resolution from the company. Numerous attempts to resolve this issue directly with Capital Vacations have been unsuccessful . We are now left with no choice but t o seek your assistance in investigating this matter and urging the company to close the account in full and provide an appropriate resolution.This experience has caused undue stress and hardship on our family. Additionally, we strongly believe that no other individual or family should have to go through the deceptive upselling tactics employed by these licensed representatives. Their behavior not only reflects poor customer service but also raises serious concerns about ethics.

  

  Business Response

  Date: 04/09/2025

  We are sorry to hear that the Menkes familys experience with Capital Vacations has not been satisfactory. We reached out to the ***** family on April 7, 2025, to discuss their concerns. The ***** family was deleted as a Member Beneficiary and no longer accrue additional Participation Fees. However, the ***** family is still liable for outstanding Participation Fees and for their loan payments that will continue to accrue interest per their Promissory Note and contract. If the ***** family has any other questions or would like to discuss a settlement of their outstanding accounts, we suggest they contact ****************** at **************, Monday through Friday, from 8:00 a.m. to 5:00 p.m. (EST).