ComplaintsforCapital Vacations, LLC

• Initial Complaint

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was charged $299 from this company and I never authorized this! Please refund me now! This is a scam company!

  

  Business response

  05/20/2024

  Dear *********************************, 

  After further investigation we were able to refund you, here is the reference number 120445687846

   

  Thank you 

  Customer response

  05/20/2024

   
  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

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was solicited by ******* to attend a tour of Capitol Vacations and in return I would receive a certificate for a free week. I told her I had TWO certificates I let expire because I could not access Vacation INFO. until I place a $50.00 deposit. I was reluctant to attend another tour, following day I received a call from ******* who also was with Capitol, he tried to book me for a tour I explained to him I need to know exactly what the cost of the 7-day FREE Vacation was because the last time IT WAS NOT FREE. He got back to me the same day after speaking with his supervisor for the Exact cost of the week vacation. HE STATED UNEQUIVOCALLY THE COST IS $13.00 TO $30.00 PER DAY ALL FEES FEDERAL TAXES IS INCLUDED, ABSOLUTELY NO EXTRA FEES OR COST. So I agreed to attend knowing the cost beforehand. I told him I would be interested in 3 night because I live on a social security check for the month. He stated to me when I attend the tour to lie about my income!!!!! I stated to him I cannot lie then proceeded to quote the bible: There are three things God hates: A lying tongue, a man who sheds innocent blood and a haughty look. Liars will not inherit the kingdom of heaven. After paying the initial deposit of $63.99. I would have to wait couple of weeks for the system to process before I could proceed with the dates of travel. Capitol uses crv.com as their additional agent to book the vacation. I had called and spoke to ***** at ************ and she also reiterated the cost would NOT EXCEED $30.00 per day I was assured by her as well. Well time to book! May 15, I tried to book via my certificate # ********* and I was horrified at the cost. There was one hotel to choose from which cost close to $300.00 or I would have to upgrade in which the cost would be in the range of $1600.00 per week. I was flabbergasted at the cost. May I recommend to Capitol Vacations AND crv.com to unite and work together to avoid becoming potential Victims of deception and misrepresentation.

  

  Business response

  05/22/2024

  Dear **************************, 

  
  After looking into this matter, the customer purchased a Dream ********************** week certificate, unfortunately we cannot provide a refund on our end it would have to be from the company directly. Our records indicate that this package was done through a third party called GO CRV we can provide you with their contact information if any compensation is available to you this would be at their discretion. Their contact information is ************ or www.gocrv.com we do recommend having any certificate or any paperwork they have provided you in hand in case they need a number of some sort. 
  

  Thank you. 

   

  Customer response

  05/23/2024

   
  Complaint: 21721297
  
  I am rejecting this response because:
  Complaint against Capital NOT gocrv. I was solicited by Capital Vacations I could not view the certificate until I attended the tour. I wanted to view it before hand but was told I could not review the certificate unless I go through the sales tour however, I was promised and assured my vacation would be $30 maximum per night and thats what I expect for Capital Vacations to honor.

  I have three certificates each one was stated by the representative from Capital it would be free however Im willing to pay $30 per night total of $210..00 for one week at the Maritime or ************ which Capitals representative recommended to me.  
  Sincerely,
  
  ***********************************

  

  Business response

  05/24/2024

  Dear **************************, 

  For you request you would have to contact the marketing department and they will assist you they have tried reaching out to you and unfortunately they did not get through. Here is their number and hours. 

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

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

   

  Thank you. 

  Customer response

  05/24/2024

   
  Complaint: 21721297
  
  I am rejecting this response because:
  I called the Number provided ************ first and foremost no one tried to get a hold of me I didnt get anybody reaching out to me

  I did call this number Friday at 7:10 PM and it was just the general reservation department and then I got hung up on. 
  Sincerely,
  
  ***********************************

  

  Business response

  05/30/2024

  Dear **************************,
  

  Please call me directly so we can discuss this matter. My name is *******, here is my contact number *******************. Thank you. 

  Looking forward to hearing from you soon. 

   

  Customer response

  06/04/2024

   
  Complaint: 21721297
  
  I am rejecting this response because:
  I had called numerous times for ******* to respond. I Did speak with her on Friday and she asked me to give her till today which is Tuesday to respond so Im waiting on ******** response and today is Tuesday, June 4
  Sincerely,
  
  ***********************************

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My late husband, ***************************, had a timeshare ownership with Capital Vacations. We contacted them late last year to request the cancellation of his contract for various reasons. We thought this timeshare ownership would be a benefit for our family but we quickly realized it was more of a burden than anything. Shortly after we sent this request, ****** passed away. When I contacted Capital Vacations to inform them of his passing, they told me the account was canceled and they would send me a letter confirming this. This was several months ago and I still have not heard from this company. I have tried contacting them several times by email and still can not get in touch with anyone. It is very frustrating to not be receiving any help or response from Capital Vacations.

  

  Business response

  05/17/2024

  We apologize if Ms. ******** experience with Capital Vacations did not meet their expectations. We reached out to ***************** on May 17, 2024, to resolve any issues they *** have had.Unfortunately, we were not able to get in touch with ******************. Our records do show that we have received the necessary documentation to process the cancellation of the late Mr. ******** contracts. The cancellation process itself can take some time to be fully executed, this being the reason ***************** has yet to receive a cancellation notice. We wish to assure ****************** that although the cancellation process *** take some time to be completed, they have been removed from all contractual obligations with Capital Vacations. Once the internal cancellation process has been completed, ****************** will receive a confirmation notice. If ****************** has any further questions or concerns in the meantime, we invite her to contact our ************************* at *************, they will be happy to answer any questions she *** have. 

• Initial Complaint

  05/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am writing to place a complaint against Capital Vacations regarding the deceptive practices made during the sale of our timeshare. As a retired veteran, I am deeply disappointed and angered by the way they have taken advantage of my trust and financial resources.My wife and I were initially enticed to purchase a second "property" with Capital Vacations, despite already owning a timeshare with *******. During the sales process, we were assured by *****, the salesperson, and a senior representative that our existing points with ******* would seamlessly transfer over and that we would enjoy numerous benefits with Capital Vacations.We made the decision to invest in Capital Vacations, purchasing ******* points for approximately $27,000. However, the reality of our experience has been far from the rosy picture painted during the sales pitch.Our first visit to a Capital Resort at ********** by the Sea in ************, **, from August 22 to 26, was a ***** disappointment. The resort barely reached a two to three-star rating. This was exacerbated by its proximity to the Club ***********************, a significantly higher-rated resort that we have access to through our Wyndham ownership.Furthermore, despite being provided with a form to cash in our points, it was never filled out due to our not needing it at the time. This lack of follow-through on Capital Vacations' part only adds to the frustration and sense of being misled.In light of these circumstances, I urge the Better Business Bureau to investigate Capital Vacations' practices thoroughly and take appropriate action to hold them accountable for their deceptive sales tactics. I request assistance in resolving this matter and seeking fair compensation for the financial losses and emotional distress incurred as a result of Capital Vacations' actions.Thank you for your attention to this matter. I look forward to a prompt resolution.Sincerely,*******************************

  

  Business response

  05/17/2024

  We apologize if the ******** familys experience with Capital Vacations did not meet their expectations. We reached out to the ******** family on May 16, 2024, to resolve any issues they may have had. Unfortunately, we were not able to successfully get in touch with the ******** family. We offer our owners a 100% vacation satisfaction guarantee, and if the ******** family was not satisfied with their accommodations, they could have called our ************************* within thirty days of their vacation, and they would have received a credit back for the Capital Points that they used in connection with their stay.  In reviewing the ******** familys account notes, they did contact owner services and received a reimbursement of their points for their displeasure on their stay. 
  Because we want all of our customers to be completely satisfied, we would love to further assist the ******** family with their issue. At this time, the only option available to owners who wish to exit their contract requires the owners loan be paid in full, and their maintenance fees current and up to date. If the ******** family wishes to discuss their account, outstanding balances or possible settlement options they may contact ********* Services at ************** to receive the necessary assistance. 
  
  

  Customer response

  05/24/2024

   
  Complaint: 21693333
  
  I am rejecting this response because: While I understand that the resort has provided a response to my complaint, I would like to reiterate the significance of the issues I have encountered and the impact they have had on my overall satisfaction as a customer. Despite the response provided by the resort, I still firmly believe that my concerns have not been adequately addressed. Based on my personal experiences and the collective feedback from other consumers, I am inclined to express serious reservations about the reliability and trustworthiness of Capital Vacations. While I acknowledge that my interactions may represent only a portion of their customer base, I believe it is crucial to raise awareness of these issues to prevent others from potentially falling victim to similar experiences.
  
  Sincerely,
  
  *******************************

  

  Business response

  05/31/2024

  Capital Vacations stands by its previous response to the ******** familys allegations repeated in their complaint Consequently,it remains CVs position that there were no violations in connection with ******** familys timeshare purchase, and the ******** family entered into a legally binding contract.  Please have the ******** family contact our ***************************** at *************,Monday through Friday 8 a.m. to 5 pm.

  Customer response

  05/31/2024

   
  Complaint: 21693333
  
  I am rejecting this response because: I must express my disappointment with the continued denial of our allegations. As I stated previously, our family firmly believes there were clear violations in connection with our timeshare purchase.
  Given the circumstances and our desire to resolve this matter swiftly, we are compelled to request termination of our contract with Capital Vacations. It is evident that our expectations have not been met, and we no longer wish to be bound by a contract that does not align with our understanding and experience.
  I ask that you honor our request for contract termination and facilitate the necessary steps to ensure a smooth transition out of our agreement. Please provide us with the appropriate instructions or documentation required to proceed with this request.
  Furthermore, I would appreciate an estimated timeline for the resolution of this matter.
  
  Sincerely,
  
  *******************************

  

  Business response

  06/04/2024

  Capital Vacations once more stands by its previous response to the ******** familys allegations repeated in their complaint. Consequently, it remains CVs position that there were no violations in connection with the ******** familys timeshare purchase and the ******** family entered into a legally binding contract. Please have the ******** family contact our ***************************** at *************, Monday through Friday 8 a.m. to 5 p.m. if they wish to seek assistance with potential settlement options.

  Customer response

  06/06/2024

   
  Complaint: 21693333
  
  I am rejecting this response because: This canned response is as disappointing as your company's lack of accountability. Your refusal to address our legitimate concerns only confirms your disregard for customer satisfaction. We demand a resolution, not another evasion tactic. Your repetitive denial only further infuriates us. It's clear you prioritize profits over customer care. We won't be brushed off with a generic response. We demand a genuine resolution or prepare to face the consequences of your deceitful practices. Call your customer services number has done nothing at all to help that is why I am here placing this complaint.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband, ****, and I each bought a vacation package ($500 total) from Capital Vacations on July 1, 2023. We were invited to spin the wheel, and we were excited at the idea of an opportunity to travel for a very reasonable cost. So reasonable that it was too good to be true. We were told that we had to listen to a presentation that lasted for 45 minutes (maximum), and if we were not interested, we could leave. In talking to a friend that took their vacation late last year, they said that they were bullied and harassed, made to feel like they would get arrested if they left. They ended up staying 3 hours, and when they left, the agent got very aggressive. I have a tremendous amount of stress and anxiety, and I cannot handle an environment such as this. Thus, I called to see if we could get a refund, and I was told a resounding no. In explaining the situation, the agent seemed like she did not care in the slightest. I then asked to speak to a manager, and I sat on hold for an hour (I eventually hung up). I have since tried to call multiple times to speak to a manager, and I have yet to get ahold of anyone. In addition, we were told when we originally booked these that we would need to pay transportation, and that is all. We were NOT told that there were taxes and fees in addition, or we would not have booked.

  

  Business response

  05/21/2024

  Dear ***** family,

  After investigating this matter with the Marketing Department,we see that they purchased both packages July 2023. We sent both Welcome letters to their emails with Terms and conditions on July 2, 2023. Per terms and conditions, the refund policy is 30 days from the purchase date. We called ********************* at ************ several times from date of purchase to December 29,2023, and was not able to make contact. The guest did not call in during the 30-day refund policy before December 29, 2023, according to our records. We were able to speak to ***** on January 8, 2024, because he requested a refund on the package December 29, 2023 (almost four months from date of purchase). We advised ***** of the refund policy that was in their terms and conditions, and that the packages were not eligible for a refund. We did add a 12-month extension to both packages to help them use this and ***** accepted this resolution, and this was satisfactory for him. We have reached out several times since then to see if they were ready to make reservations but have not made contact with ***** since January 8, 2024.  I investigated ****'s package as well and it shows we did speak to him for the first time October 5, 2023 (still outside 30 days) and he asked for a callback later because he was busy.We did speak to **** on a couple other occasions: October 31, 2023, and November 10, 2023, these calls were about making reservations and no mention of cancellation or refund. The next point of contact on the account is when we spoke to ***** and added the 12-month extensions to both packages. The next point of contact was April 17, 2024, where we called about reservations, and he stated he wasn't ready to make a reservation.  As far as the tour time/length goes, the signature panels that were signed at the point of sale in person indicate under line 3 that they are required to attend a 90120-minute presentation. The tour requirement can also be found in the Terms and Conditions attached to the Welcome email, under Section 2. The new expiration date on both packages is July 1, 2025 (24 months), but all evidence suggests that they were advised correctly on the presentation, and that they did not request a refund inside the 30-day refund window. The packages are unfortunately not eligible for a refund, and I am unable to take the presentation out of them as it is a requirement listed on both the signature panel and the Terms and Conditions received to both parties. If they want to transfer one or both packages to another party who meets the qualifications,this is an option. To transfer the package, they would just need to call the reservations number at *************. Neither package is eligible for a refund as they are outside 30 days from the date of purchase. 

• Initial Complaint

  05/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  BBB,Capital Vacations placed my timeshare loan in foreclosure, adversely affecting my credit and almost jeopardizing my ability to buy a new home. I hope this complaint will prompt them to lift the foreclosure status on my loan and transition it to a full cancellation status. This move would erase my timeshare balance, preventing any further credit impact. Could your team assist me in addressing this matter?

  Customer response

  05/07/2024

  This is the last letter I received from them before they reported foreclosure to my credit report.

  

  Business response

  05/14/2024

  We do apologize for the delay in response to the *************************** family complaint. On May 10, 2024, we contacted the **************************** family to discuss our investigation. Because we want all our owners to be satisfied, we have offered our Graceful Exit plan to the *************************** family. Unfortunately, they have declined our offer, please have the *************************** family contact our customer relations department at ******************** if they decide to change their decision and accept our offer.

  

  Business response

  05/16/2024

  We apologize if the *************************** familys experience with Capital Vacations did not meet their expectations. On May 13, 2024, we contacted the *************************** family to resolve any issues they may have had but were unable to reach them. The Graceful Exit program is the only option Capital Vacations has for its owners to exit their ownership. The Graceful Exit Program is designed to assist owners who have a loan that is paid in full, who are current on Club Dues, Facility Fees and Common Assessment Fees, and who are willing to pay a Graceful Exit Fee At this time the *************************** family does not qualify for the Graceful Exit Program. Please have the *************************** family contact ********* Services at ************ Monday-Friday 9 a.m. to 5 p.m. to discuss settlement options

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  RE: Contract # ******* between ***** and ***************************** and Capital Vacations, CRG Development, LLC, ************************************************************** We met with Capital Vacations on February 17th, 2024. We were told that if we paid them $10,000 that they would take over our Summerwinds Travel and Cruise contract and we would become part of Capital Vacations. We were informed that Summerwinds fees and special assessments were going to rise substantially and if we transferred our ownership to Capital, we could cancel our contract at any time. I told the representative that the main reason we would consider upgrading was so that we could cancel and get out of the timeshare contract. I then asked him what the charges to cancel our membership in the timeshare would be. He informed me that we could cancel at any time and would only have to pay for paperwork and filing fees. I made it clear that the main reason we were upgrading, was so that we could cancel and not pass the contract to our heirs. We went back for a "new owner workshop" on April 30 and were told that if we wanted to cancel, we would have to pay almost $20,000 in maintenance fees in order to do so. We were told that these fees were 2 years of maintenance fees for Summerwinds and 10 years of maintenance fees for Capital, plus 11% interest. We asked for a copy of the information that they were telling us, but were told that it was an internal document and they could not give us a copy. They also told us at the last meeting, that the points we have are not enough to book anything that we might want to book. In other words, we need to buy more points. I have written and sent a registered letter to the Capital's corporate headquarters, and will continue to pursue this. I know we are not the only ones that they are doing this to. We should have known better than to believe them, but we come from a generation who stood by their word.

  

  Business response

  05/13/2024

  We apologize if the ******** familys experience with Capital Vacations did not meet their expectations. Fortunately, we were able to contact ******** family. We explained to ******************** the Graceful Exit Program and that she would have to pay the remainder of her maintenance fees to qualify for the program.  Unfortunately,at this time ******************** has declined our offer for the Graceful Exit Program.We explained to ******************** that the Graceful Exit is the only program we have for owners who no longer wish to own. If the ******** family would like to exit from their contract, they can call ***** Services at **************, Monday through Friday 9 a.m. to 7 p.m. and Saturday from 10 a.m. to 5 p.m. (EST) to pay their remaining maintenance fees and request a Graceful Exit.

  Customer response

  05/15/2024

   
  Complaint: 21672659
  
  I am rejecting this response because: We were given fraudulent information when we upgraded.  We were told that we would only be charged filing fees and paperwork.  **************** with Capital told us that we were misinformed in ******* about the exit program.  In his email to me, he said that we would now owe an additional $1500 and the rest of the year's maintenance fees and "other charges"   I do not trust them, unless I have the exact amount in writing.  Also, I feel like they are continuing to give other people fraudulent information in order to get more money from them.  We may be willing to do the Graceful Exit if they will let us know exactly how much it will cost and take those costs from the $10,000 that they received from us.  It has only been 3 months and we have paid the maintenance fees up until now.  We would like to settle and be done with this, but fairly.
  
  Sincerely,
  
  *****************************

  

  Business response

  05/16/2024

  Capital Vacation stands by its response to the ******** family. We were able to speak with ******************** and sent her an email with the information for the Graceful Exit Program. Also, we discussed with ******************** what she would have to do in order to request the Graceful Exit Program. Please have ******************* call ************* at **************, Monday to Friday, 9 a.m. to 6 p.m., and Saturday, 9 a.m. to 5:30 p.m., so they can further help her with her request for a Graceful Exit.

  Customer response

  05/24/2024

   
  Complaint: 21672659
  
  I am rejecting this response because: I have requested specific information about the Graceful Exit Program and have not received anything.  I asked for written information with specific dollar amounts and a time frame.  I have been told everything from" it would only cost recording fees and paperwork, to over $18,000".  I have also been told that there are "OTHER COSTS".  I would like to know exactly what it will cost us, in writing, and how soon we could complete that, in the event that we choose that route.  I am very concerned that they are still doing this same ploy to other people, as well.  
  
  Sincerely,
  
  *****************************

  

  Business response

  05/31/2024

  Capital Vacations stands by its response to the ******** family. As we have explained to ******************** by phone and email responses, her maintenance fees must be paid in full before we can proceed with the Graceful Exit and then she can receive a quote for the cost to exit. ******************** needs to call ************* at **************, Monday to Friday, 9 a.m. to 6 p.m., and Saturday, 9 a.m. to 5:30 p.m., to pay her remaining maintenance fees and we would be happy to further assist with the Graceful Exit.

  Customer response

  05/31/2024

   
  Complaint: 21672659
  
  I am rejecting this response because: I have still not received an email with the terms and costs of the Graceful Exit.  I cannot rely on a verbal exchange with Capital Representatives, because I have been lied to in the past.  I have contacted ***** Services and asked for these things and been told that they would send them, but as of today, I have not received anything in writing.  
  
  Sincerely,
  
  *****************************

  

  Business response

  06/04/2024

  We understand the ******** family concerns. As an act of good faith, we have sent a quote with the terms and cost of the Graceful ****. We must remind the ******** family that the Grace **** process cannot be started until the maintenance fees are paid in full. The ******** family can reach out to Owner Services,Monday through Friday, 9:00 a.m. to 6:00 p.m., and Saturdays, 9:00 a.m. to 5:30 p.m., to pay their outstanding maintenance fees. They may also reach out to the agent who sends them their Graceful **** Quote.

  Customer response

  06/05/2024

   
  Complaint: 21672659
  
  I am rejecting this response because: Capital has been very slow to respond to my questions and requests.  They have recently sent me some information on the Graceful Exit program and I will consider this complaint resolved when that process is complete, but not until.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased the vacation package for $299 plus $150 deposits. Due to unexpected medical procedure, tried to reschedule was told I needed to process another $149 to reschedule. This has been the most horrible business to work with to schedule a vacation package from.We were lied to, not to mention very disrespectful on several occasions by our supposed to "representative"

  

  Business response

  05/09/2024

  Dear ********* Family, 

  After investigating this matter, we show that the ********* family purchased the package April 25, 2022, at an event in person. They received the terms and conditions on April 26, 2022, in their Welcome Letter.The guest called in and booked the first time **** 6, 2022. She had to cancel that reservation due to mothers' health on July 6, 2022. The next reservation was made on February 22, 2024, for May 5th May 8th. The confirmation email was sent to their email on file March 3, 2024. At the time of booking and in the confirmation email the guest was advised we require a 14-day notice in order to change or cancel a confirmed reservation without a fee. Our confirmation department called April 29, 2024, and May 01, 2024, to confirm the booked reservations. The guest called on May 01, 2024, to cancel the reservations this was inside the 14-day cancellation window where a 1-night fee applies. The package would not be refundable as it is way outside the 30-day refund window listed in Section 9 of the terms. If the guest would like to rebook the reservations before the end of ****, we are willing to waive the late cancel fee one time only. The package technically expired April 25, 2023, so we are now over a year past expiration. We can offer a rebooking for **** please call ************ and ask for *************************** and she will assist the ********* family with rebooking their stay. 
  

  Customer response

  05/10/2024

   
  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.

  Thus offer could have been resolved when I originally spoke with them. I initiated a reschedule date.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After my experience with Capital, I dont know who to turn to. I have tried communicating with them directly, but they continue to bully and threaten me to make payments I am unable to make. I attended a presentation and signed up for what was supposed to be an amazing opportunity, however shortly after I realized it was not what they said. I attempted to contact the sales group specifically, but was ignored and when I finally spoke with someone with customer service they said I needed to go to another meeting. Once there I made my intentions of canceling known, but again I was scammed as they fraudulently signed up me for a credit card telling me this was the only way to get out of it. I just cant trust them.

  

  Business response

  05/08/2024

  We apologize if the ***** familys experience with Capital Vacations did not meet their expectations. We reached out to the ***** family on May 8, 2024, to resolve any issues they may have had.Unfortunately, we were not able to successfully get in touch with the ***** family. Because we want all our customers to be completely satisfied, we would love to further assist the ***** family with their issue. Currently, the only option for exit available to owners requires their loan to be paid in full. For the ***** family to receive the necessary assistance they may contact ********* Services at **************. Alternatively, they may contact our ************************* at ************** to receive a walkthrough of their ownership or get clarification and details on all the benefits and programs afforded to them as owners. If the ***** family would like to accept any of these offers or discuss further options, please have them contact us at their earliest convenience and we will be happy to assist. 

  Customer response

  05/13/2024

   
  Complaint: 21656256
  
  I am rejecting this response because:

  I will not accept this offer, they lied when they stated they have tried to get in touch with me. They have been systematically lying from the very first meeting. I am now being harassed by them but they're saying they can't get in touch with me?!

  Sincerely,
  

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

  

  Business response

  05/16/2024

  Capital Vacations stands by our response. We once again reached out to the ***** family on May 14, 2024, to resolve any issues they may have had. Unfortunately, we were again unable to successfully get in touch with the ***** family. Capital Vacations would like to reiterate that we would love to further assist the ***** family with their issue as we wish for all our customers to be completely satisfied. Currently, the only option for exit available to owners requires their loan and all maintenance fees to be paid in full. For the ***** family to receive the necessary assistance they may contact ********* Services at **************. Alternatively, they may contact our ************************* at ************** to receive a walkthrough of their ownership or get clarification and details on all the benefits and programs afforded to them as owners. If the ***** family would like to accept any of these offers or discuss further options, please have them contact us at their earliest convenience and we will be happy to assist. 

  Customer response

  05/21/2024

   
  Complaint: 21656256
  
  I am rejecting this response because:

  I am rejecting the offer because Capital Vacations has never attempted to be proactive in communicating with myself or my family or I would have never reached out to the BBB in the first place. Their response is a complete fabrication and is no way reflective of the type of responses they have given me. Although they have shared that I would be able to exit if I paid 20k and nothing less, they have taken zero accountability to the situation and have not provided any services or benefits.

  
  

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

• Initial Complaint

  04/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  BBB,We seek your assistance! We request your attention to our issue with Capital Vacations. Our sales agent, ***********************, at Capital Vacations, made commitments that have caused significant distress. The promised availability does not align with reality, making timeshare ownership futile and burdensome. It has become a financial burden from which we need relief. We are hopeful that your company can provide the assistance we require.Please respond soon.

  

  Business response

  05/08/2024

  We apologize if the ******* familys experience with Capital Vacation did not meet their expectations. We have spoken to the ******* family on a few occasions about their issues. Unfortunately, the ******* family do not qualify for a deed back of their Stormy Point Village timeshare account. The ******* family can contact ********* Services at *************, Monday to Friday, 8 a.m. to 5 p.m., to discuss account balances and possible settlement options.

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