ComplaintsforCapital Vacations, LLC

• Initial Complaint

  06/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am submitting this complaint against Capital Resorts. I was pressured into signing a timeshare contract for a property that I can neither afford nor use. Despite informing you multiple times of the numerous reasons for my cancellation request, I have yet to receive a favorable response.I have communicated with Capital Resorts multiple times, requesting the cancellation of my timeshare agreement. Despite my efforts, I have only received a notice stating that my account has been suspended, not canceled. Why hasn't my timeshare been canceled or terminated?I have provided clear and valid reasons for my inability to continue with this contract. These include significant medical issues that have arisen and the unforeseen expenses associated with hiring help to manage my farm. These circumstances have drastically altered my financial situation, making it impossible for me to uphold my obligations under the timeshare agreement.Given these challenges, I strongly believe that it is in the best interest of both parties to terminate the contract and release me from any further financial commitments. This resolution would alleviate a considerable burden from my shoulders and allow me to focus on my health and essential expenses.I urge you to consider my situation seriously and act promptly. I look forward to a timely and favorable response.

  

  Business response

  06/24/2024

  We apologize if Ms. ******* experience with Capital Vacation did not meet her expectations. We reached out to **************** on June 24,2024, to discuss the concerns raised in her complaint, but were unable to reach her. We left contact information for **************** to call back if she would like to discuss her case further. While we sympathize with **************** medical issues, **************** entered into a legally binding contract with Capital Vacations and signed a promissory note agreeing to pay the balance of her loan. If **************** wishes to exit her timeshare contract, our Graceful Exit Program requires both her loan and maintenance fees will need to be paid in full. **************** can contact ********* Services at **************, Monday through Friday, 8 a.m. to 5 p.m., to discuss account balance and possible settlement options.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against Capital Vacations regarding the handling of my timeshare contract, and to request the immediate cancellation. My contract ID: ******* Owner ID: ****** Our experience with them has been marked by deception, financial exploitation, a complete disregard for consumer rights. Our decision to cancel the timeshare contract stems from a series of egregious actions and misrepresentations by Capital Vacations, which have rendered the timeshare arrangement not only unsatisfactory but also financially burdensome.During a visit we sought assistance in utilizing their booking platform for a cruise, only to be informed that our existing points were insufficient. We were pressured into buying more points, with the promise that it would ***** us VIP membershipa promise that was never fulfilled. Our sales representative, *********************, and the individual we interacted with virtually, *******************, failed to disclose crucial information about the limitations of our timeshare.In 2020, agent ***************************** unlawfully accessed my credit information and initiated a new account without my consent. Despite vehemently objecting to this unauthorized action, Capital Vacations proceeded to charge exorbitant maintenance fees, which escalated from $811.56 in the first year to over $1,200 this year. We were explicitly assured that our fees would remain stablea blatant lie that has further eroded our trust in them.Despite our attempts to engage with Capital Vacations regarding our predicament, we were met with callous indifference. Not only did they fail to provide adequate support during this crisis.It is unconscionable that Capital Vacations retains control over our financial obligations without being held accountable for their predatory practices. I demand the immediate cancellation of our timeshare contract. I kindly request your prompt intervention in this matter against Capital Vacations for their unethical business practices.

  

  Business response

  06/26/2024

  We apologize if the Halls family experience with Capital Vacation did not meet their expectations. We reached out to the Hall family on June 24,2024, to discuss the concerns raised in their complaint, but were unable to reach them. We left contact information for the Hall family to call back if they would like to discuss their case further. Also,the Hall family can contact ********* Services at **************, Monday through Friday, 8 a.m. to 5 p.m., to discuss account balance and possible settlement options. We are happy to discuss the issues that the Hall family have addressed in their complaint. 

  Customer response

  06/27/2024

   
  Complaint: 21850982
  
  I am rejecting this response because: We appreciate the opportunity to respond to Capitol Vacations' inadequate reply. Their response is misleading and fails to address our core issues. Capitol Vacations claims they attempted to contact us on June 24, 2024, but we have no record of this. We demand proof of this attempt. They also assert they left contact information, which we never received. Additionally, our attempts to reach their ***************************** have been futile, with no meaningful assistance provided we have spoken to multiple reps and departments with no help at all.
  The offers presented by Capitol Vacations require hefty fees and are unacceptable. We are not seeking a costly settlement; we demand a complete cancellation of our timeshare contract due to their deceptive and unethical practices.
  We expect Capitol Vacations to take our complaint seriously and provide a prompt, substantive resolution
  
  Sincerely,
  
  ***********************

  

  Business response

  07/08/2024

  We apologize if the Halls family experience with Capital Vacation did not meet their expectations. We reached out to the Hall family on June 24,2024, to discuss the concerns raised in their complaint, but were unable to reach them. We left contact information for the Hall family to call back if they would like to discuss their case further. Also,the Hall family can contact ********* Services at **************, Monday through Friday, 8 a.m. to 5 p.m., to discuss account balance and possible settlement options. We are happy to discuss the issues that the Hall family have addressed in their complaint. 

• Initial Complaint

  06/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We have reached a point of disappointment and frustration with Capital Vacations due to their handling of our timeshare cancellation request. Despite numerous attempts to communicate via calls and emails, each interaction ends with the same unfulfilled promise: our account is "under review," and someone will get back to us. This cycle has been endless, and we are left without any real updates. We are requesting this cancellation due to various reasons, one in particular being the lack of availability on our chosen dates. We see no point in continuing to pay for something that does not meet our needs. We are posting this complaint to hopefully get some real information and an update on our request to cancel.

  

  Business response

  06/14/2024

  We apologize if the ****** familys experience with Capital Vacations did not meet their expectations. Unfortunately, we were not able to get in touch with the ****** family. On behalf of the ****** family, we have reached out to the ****************** regarding their issue. The ****************** has referred us to the appropriate party that can handle the ******* familys request for a deedback.  If the ****** family wishes to reach out to the ****************** at any time and ask for *******************. They can be reached by calling **************, Monday through Friday, from 9:00 A.M.until 5:00 P.M. ******************* can be reached by email at *********************************

• Initial Complaint

  06/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My Wife and I took out honeymoon to ******* Mo where we took a tour. We where promised so many things, We paid 500$ down on a vacation package! After that we were told we would get an email with the package info ! Well 2 payments later and 20 phone call with the same run around I still dont have anything. I guess the only way to get anything done is to file a lawsuit. They will not return your call. Im leaving this complaint in hope of getting a refund! And something for the hours Ive been on the phone! Ive started a ******** page for victims of Capital Vacations so we can get together. Maybe if we *** them this will stop ! 78 members in less than a week!

  

  Business response

  06/19/2024

  We apologize if the ****** familys experience with Capital Vacations did not meet their expectations. Unfortunately, we were not able to get in touch with the ****** family. Because we want all of our customers to be completely satisfied, we are offering to cancel their contract for the ****** family. If the ****** family would like to accept this offer, please have them contact ***** Services at ************, Monday through Friday 9 a.m. to 7 p.m., and on Saturdays, from 10 a.m. to 5 p.m. (EST).

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 13, 2024 I purchased a 4 day/3 night hotel accomodation with $100 entertainment package, and to receive a certificate for a cruise after the hotel stay. I was told that I would not have to go to another presentation after my cousin and I both asked repeatedly if we would. I was then presented with a screen to sign with only the vacation terms as listed above and without any terms or conditions. Today I called to book the hotel stay and was told I would have to go to another presentation and that they could not remove that condition. I then asked for a refund and was told that they wouldn't do that either.

  

  Business response

  05/31/2024

  Dear **** Family, 

  We have refunded this for your ref#************. If you have any questions please contact the ******************** at ************

  Marketing Hours are Monday Friday 9am 8pm CST and Saturdays from 9am 12pm CST
  

  Thank you 

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  in Nov of 2023 as a retirement gift, we decided to purchase ownership with Capital Vacations Club in the amount of $5,000.00 plus', which was to be used as a down payment. We were then invited to the new owner workshop in ************ TN in Feb 2024. While at the new owner workshop our expectations shifted from helping us get acclimated as new owners to another sales pitch to upgrade us to gold members for another $8000.00 plus that would allegedly allow to able to use our ownership points to sell them back and use the money to cover our monthly payments in the amount of $714.00 plus another $250.00 for the maintenance fee. We were told we would close in 21 days and in 45 days we would receive our first check for rental payment which did not occur at all. Also, the phrase " Time Share wasn't ever mentioned. We were told by *********************** whom we called several times without any response after not hearing from the people he stated would call us enrolled in the buyback program. The trick is they would make you wait the necessary time so that you would not be able to cancel once you find out what they are saying is incorrect. We called several other people, no one could find our account and had no idea who *********************** was. Finally, I decided to call *******************************, who was the first salesperson we dealt with during the initial tour presentation. He offered us a phone number that we called several times. We had tried to call/email the corporate office and were told there was no corporate email. Finally, *********************** returned my call and stated that the buyback was a program was offered through a third party (Timeshare Guardians ) and this was the first time we heard " Time Share" being mentioned which cost another $500 and not through Capital Vacations. ***** also told us that as gold members/ owners we would automatically get enrolled into the buyback program. NOTHING WE WERE TOLD HAS OCCURED THE WAY THEY SAID EXCEPT FOR THE PAYMENTS BEING TAKEN FROM OUR ACCOUNT

  

  Business response

  06/17/2024

  We apologize if the ******************* familys experience with Capital vacations did not meet their expectations. Fortunately, we were able to contact the ******************* family on May 31, 2024. Because we want all our customers to be completely satisfied, we offered the ******************* family the cancellation of their contract. We are pleased to say that the ******************* family has accepted our offer and now considers their complaint resolved.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 21, 2023, my family and I met with this agent promoting Capital Vacations through Raffle. My daughter won a raffle, which gave us a 5-day vacation stay anywhere in the ** and a 10-day stay in a condominium a year after our first vacation.We were told to pay $299.00, which covered the above, and were advised to call and schedule our vacation within 3 business days.I called and scheduled this hotel ************* Villa Resort) in Myrtle ****** The date of travel was Thursday, 5/24, through Monday, 5/27/24. I was also made to pay an additional $50 and some change.Upon receipt of the confirmation, it did not have the information about the hotel. I allowed it to be longer as it was not close to our vacation time. While waiting I called to change dates due to family issues. I spoke to ****, the agent I have been working with.I was told dates could be changed, but to keep the same hotel, I would have to move it from the weekend to a weekday, which I agreed to. The new dates were 6/3-6/6, with a tour on 6/5. I received the confirmation about a week later and realized the hotel was still not assigned. (Misrepresentation again).On May 19, less than a week into the vacation, I received confirmation, but it was not the hotel I requested. I called and inquired about it, but I was informed that hotels are not guaranteed (Misrepresentation again). I explained to the agent that she told me if I changed from a weekend to a weekday, I could have the location I requested. She informed me that she would get in touch with the hotel and call me back.I received confirmation even before she called me back this time with another different hotel. When I called and spoke to Agent ****, I requested a return of funds because my family was tired of the deceit and the disappointment on my kid's faces. She told me the money was non-refundable. I told her it should be refunded because clearly, we have been lured and deceived.

  

  Business response

  06/06/2024

  Dear ***************** Family, 

  After investigating this matter with the ********************* our records show the guests purchased this package in person at a live event on December 21,2023. At the time of purchase the guest does sign a signature panel of terms and conditions. After purchase they are also emailed a receipt and a welcome letter. We show that the Welcome Letter was sent and received on December 22, 2023 to ********************** (provided by guest at time of sale). In the welcome email the guest would have received two attachments: Welcome letter with pkg info and Terms and Conditions. Terms Section 9 covers the 30-day refund/cancellation policy and Section Accommodations, and availability are covered in Both Sections 5 and 8.Accommodations are based on availability and the guest did request a specific property but was advised on a recorded line that "it was a request and not a guarantee. That all accommodations are based on availability." The first request for cancellation and refund from the guest was 5/28/24 (outside 30 days). Per Terms Section 9- Any cancellation made more than thirty (30) days after the purchase date will result in forfeiture of your vacations package purchase price." The guest called to cancel reservations (6/3-6/6) on 5/28. Per Terms Section 6- "Reservations cancelled within 14 days prior to arrival will be charged the equal amount of one night reserved in the booked accommodation." The guest was sent a confirmation email on 5/28/24 with the change from hotel to condo. The first confirmation email was sent on 4/27/2024. The package is not eligible for a refund, but we would be glad to help them try to rebook dates or another location and I would be willing to waive the 1 night late cancel fee to help them use.

  Please contact ******* at ************ if you would like to accept this offer. 

  Marketing Hours are Monday Friday 9am 8pm CST and Saturdays from 9am 12pm CST

  Thank you! 

   

   
  

• Initial Complaint

  05/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against Capital Vacations regarding my timeshare contract, which I have repeatedly requested to be canceled to no avail.My journey with Capital Vacations began innocently enough when I filled out an entry for a free stay in *******, *************, and ********* at a convention in *************. Soon after, I received a call congratulating me on winning. Excited, I traveled to ******* with my autistic adult son and aide, agreeing to endure a 50-minute introduction to the resort.During this introduction, I was bombarded with promises and assurances that this timeshare was a no-brainer investment, a deal too good to pass up. I was made to feel inadequate if I didn't seize the opportunity. What I didn't realize at the time was that I was buying into a points system, not a traditional week-long stay. My attempts to use these points for vacations proved futile and expensive, with hidden fees and charges adding up. Now, as a 63-year-old facing health issues and financial strain.I am the sole caregiver for my disabled son and facing my own health challenges, including a brain tumor. The burden of this timeshare contract weighs heavily on me, especially considering I have no one to pass it on to and fear the implications for my estate.Despite numerous attempts, Capital Vacations has refused to release me from this contract, leaving me feeling trapped and overwhelmed. I implore the Better Business Bureau to intervene on my behalf and help me find a resolution to this pressing issue.Thank you for your attention to this matter.Sincerely,*******************

  

  Business response

  05/30/2024

  We apologize if **************** experience with Capital Vacations did not meet her expectations. We reached out to ************** on May 29, 2024, fortunately, we were able to discuss ************** issues directly. If ************** would like more information on her account,she can contact our *************** Exit Inquiry line at ************ from 9:00 A.M. until 6:00 P.M. Eastern Standard Time, they will be happy to assist her. 

• Initial Complaint

  05/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a vacation package at the river rock event in *********** Saturday 5/18. The salesmen lied about every question I had including age restrictions. I called for a refund during the 30 day cancel with no penalty/obligation period and have heard nothing.

  

  Business response

  05/22/2024

  Dear ***** family, 

  We have processed a refund for you, the reference number is 120447758278.

   

  thank you

  Customer response

  05/22/2024

   
  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

  05/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company has terrible communication. When buying with them in June 2023, we won a free all inclusive Hawaii Dream Vacation. Today, I tried calling to redeem this vacation. They told me the vacation had to be scheduled at least 4 months before its expiration date which is June 26, 2024. I explained that I was never told this. They said, "Despite what you were or were not told. I am telling you now that you should have booked 4 months before the expiration date. There is nothing we can do."I have tried to book this vacation previously through the individual who was supposed to help me with anything I needed regarding my ownership. Upon purchase, I was told to contact my representative with any questions or concerns or for booking vacations. The representative's name was ********************************. I have tried to contact her several times with no response. I even tried to talk to their customer service department complaining that I don't have a representative anymore, obviously since she won't respond. They have not tried to get me a new representative or even attempt to apologize for the inconvenience. Every time I try to contact the customer service whether through phone calls or live chat, for some reason we get disconnected. Either the chat fails or the line gets disconnected. I don't know what to do from here, I feel purchasing with this company was a huge mistake and nothing but fraud. I am currently making monthly payments to this company in the amount of about $400. I feel my money is being wasted and my time and energy to deal with this company is getting me no where. I would like to see them reinstate my Hawaii Dream Vacation since they didn't let me know it had to be used within 4 months of its expiration date. Personally, I would be extremely happy if we could cancel our contract with them since they have been so vague and shady about the whole thing. I understand that most likely we cannot have the contract canceled and no longer be owners with them.

  

  Business response

  05/31/2024

  We apologize if the ******* familys experience with Capital Vacations didnt meet their expectations on May 21, 2024, we reached out to the ******* family but were not able to contact them. If the ******* family has questions regarding their Capital Dream Vacation, they can reach the Capital Dream Vacation Department at ************ Monday-Friday 9am-5pm EST. 

  Customer response

  06/03/2024

   
  Complaint: 21738235
  
  I am rejecting this response because:
  

  Capital vacations said they tried to contact me. Based on the area code in my recent calls, they may have tried to call once while I was at work. Of course I did not answer. They did not leave a voice-mail. In their response, they listed a phone number for me to call. Upon calling the number, it says the number is no longer in service. I don't feel capital vacations is making any effort to rectify the situation. 

  It has also come to our attention that we were told upon purchase to contact this Mali ************************* if we had any questions, wanted to book vacation, or anything else we needed. We were told this by **** herself and the gentleman that was working with her at the time of purchase. Every time we contacted Mali, her response was the same, "Let me look into that for you and I'll get back to you." She would never get back to us or even let us know we were contacting the wrong person to ask questions and book vacations. 

  A couple of days ago, a representative named ****** called and told us that she would be our representative and that Mali or the other gentleman should not have told us to contact them with everything as that was not their job. My husband briefly discussed with her about setting up a short vacation for our wedding anniversary in *********, ****. She then told him that there was nothing available during the times he was asking about and that they would only be for a week long vacation. He told her he wanted only a couple of days in *********. She said he could book that but it would be an extra charge of 190 dollars paid to her for the booking. (Why do we have to pay extra for a shorter vacation time? We already pay you guys almost 400 dollars a month! Now we have to pay more if we can't take a full week off work?) 

  It seems that everytime we even try to book a vacation with you guys, there is some sort of issue that we weren't aware of due to lack of communication. This whole company seems like a scam and quite frankly, I would just like to cut my losses and just have the contract canceled. We don't feel comfortable even attempting to book a vacation with this company. They won't apologize for their mistakes or their lies. They are not putting any effort in to rectify the situation. And we are just losing money to this company and getting nothing in return but poor customer service, no communication, and no vacations. We have had this contract 23 days short of a full year and used their services 1 time. For a 2 day vacation in ****************, ****. The cost of that room in total was about 1400 dollars, I believe. However, in that time we have had this contract with Capital Vacations, we have paid this company about 4500 dollars and haven't been able to utilize our points due to lack of communication. 

  I'm frustrated with this company more that I can even explain. 

  Sincerely,
  

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

  

  Business response

  06/04/2024

  Dear whom it may concern, 

  We have addressed this matter with the customer directly thank you. 

  Customer response

  06/05/2024

   
  Complaint: 21738235
  
  I am rejecting this response because:
  

  Capital Vacations did call and reinstate our dream vacation to an extent. The reason I am rejecting is for a couple of reasons:

  1. The person who called us was quite rude on the phone. Showed no signs of good customer service in any way. Seemed irritated and inconvenienced to have to talk to us and there was no apology for their miscommunication. We are just trying to get what we were promised. 

  2. They only gave us the option to book our dream vacation in the month of September or October which didn't work for us. I had to ask if we could move it to November or December and they said no. My husband then told them that we didnt want to book it then because this is supposed to be our "dream vacation" but yet they arent letting us pick when is best for us. The person on the phone then put us on hold to ask their manager if they could adjust the dates. They did adjust the dates to November. However, we were promised a 7-night, 8-day ****** dream vacation. They only booked us for a 5-night, 6-day stay in ******. So again, they lied about what we were promised. 

  3. This "dream vacation" was suppoed to be free, all-inclusive for buying the day that we did. However, they charged us a $99 booking fee (even though we pay this company almost 400 dollars a month). They also took points from us, I believe they said it was ****** points. How is this considered a free, all-inclusive dream vacation when it has been a nightmare trying to book this, and they not only charged us money but also points to book this. It doesn't make any sense to us. 

  We are still fully dissatisfied with this company.

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

*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. ↩