ComplaintsforCapital Vacations, LLC

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Initial Complaint
04/26/2024
Complaint Type:
Order Issues
Status:
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.
Upon purchasing my timeshare, I was led to believe the cost would be $19,000. However, this figure has alarmingly escalated to approximately $40,000. The lack of transparency and the significant difference in costs have not only breached my trust but also caused an unexpected financial burden. the sales process was riddled with red flags that I initially overlooked, hoping the experience would meet the lofty promises made by representatives of Capital Vacations. Regrettably, this has not been the case. The proposed benefits of timeshare ownership have fallen short of expectations, with availability issues severely limiting our usage and decreasing the value of this ownership. The most pressing issue at hand is my attempt to exit the timeshare ownership. I have been informed that the only pathway available to me involves paying off the loan in full, a demand that is both unreasonable and unfeasible. This stipulation was never clearly communicated at the purchase, and I find it to be an unjust means of trapping consumers in agreements that no longer serve their interests or financial capabilities. There must be other options out there besides this.
Business response
04/30/2024
We apologize if the Parks familys experience with Capital Vacations did not meet their expectations. We reached out to the Parks family on April 29, 2024, to resolve any issues they may have had. Fortunately, we were able to contact the Parks family. We have provided clarity in the Parks familys claim that their purchase price of the contract was $40,000. At this time the Park Family has an active loan that is defaulted on due to non-payment, leading their use rights to be suspended. Because we want all of our customers to be completely satisfied, we offered the Parks family to speak to our ***************************** to discuss their account about any settlement options.Unfortunately, the Parks family has chosen not to accept this offer. If the Parks family decide to take us up on our offer, please have them contact our ***************************** at ************** at 9:00a.m. to 5:00 p.m. (EST)to discuss their account.
Customer response
05/07/2024

Complaint: 21627462

I am rejecting this response because:

Sincerely,

*********************
Customer response
05/15/2024

Complaint: 21627462

I am rejecting this response because:
I wanted to add to why I rejected Capital Vacation response is because Capital Vacations didn't offer me out of my timeshare. Capital Vacations keep sending my invitations to meetings and resorts to what I believe is to tie me back in with their false promises and their unfillment of those promises. They keep mentioning about points and when we go to book, we never have enough points to go where we want. But we were told we could go anywhere. The one time, we were given complementary points, we still had to pay more to book the trip. It's more money Capital Vacations want me to invest but I'm not getting anything out of it but lies and unfilled promises. Now, I'm being told by ****** that I'm an inactive member and she couldn't further to talk to me about this timeshare. She states ****, a Capital Vacations employee, and I spoke on April the 29th and then at that point I was an inactive member. What that means, I do not know but I do know I want out from Capital Vacations and their lies and I don't believe i owe them any money because I didn't get anything they promised I would get. I want out.
Sincerely,

*********************
Business response
05/16/2024
Capital Vacations continues to stand by our response and will only address the Parks familys new issues in their rebuttal. Currently, the Parks family has an active loan that is defaulted on due to non-payment, leading their use rights to be suspended. Because we want all our customers to be completely satisfied, we did provide the Parks family with contact information to call our ***************************** to discuss their account and any possible settlement options. Unfortunately, the Parks family has chosen not to accept this offer. If the Parks family decide to take us up on our offer, please have them contact our ***************************** at ************** from 9:00 a.m. to 5:00 p.m. (EST) to receive the necessary assistance.
Customer response
05/21/2024

Complaint: 21627462

I am rejecting this response because: I have reached out to Capital Vacations previously about any possible settlement options. In December, I called and spoke with a representative named **** about this. She did not present me with any "settlement" options. Instead, she told me that my only option was to pay my balance in full. I have already explained why I should not have to pay them more. I was willing to discuss options with them but **** gave me no help or guidance other than telling me I had to pay in full. I fear if I call again it will be the same message.

Sincerely,

*********************
Initial Complaint
04/25/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
My husband and I were at Capital Vacations Club on 4/10/2024 to learn more about the vacation plans. We arrived at 1:30 pm and left at 6pm that late afternoon. We met with a sales representative (*************************) and the sales representative ( *****************************). During the discussion about the club and cost we advised both we could not afford $30,000 for the club. The sales manager left and returned with --------------------------------------------------------------------------------------------------------------options for us. The discussion continued for another hour or so, and we finally agreed on the purchase price of $18,779.26. (This included $199.00 enroll fee, and $199.00 Club initiation fee)A down payment was requested and we used our **** card for payment. They also used the credit card for payment of monthly dues of $85 due 5/10/24.After this was done, we were taken into an office with a man that said this the Capital Plus tm Purchase and Security Agreement and it would be recorded. He then started handing us paper after paper for us to initial, giving us no opportunity to ask any questions. We left him around 6pm and left the premises. Ater getting home we had a chance to finally read the documents and did not like what we read.1. We were not told that we had 5 days to get out of the purchase. I called ***** our sales manager and told him we were not advised of the 5 days to end purchase and he told me that he and another man by the name of ******************** would listen to the recording and if that was so we had recourse. I didn't hear back from ***** so I called him the next day and he said neither were working and would not be working the next day. I could email ******************** at his email address,which I did but it returned saying not excepted 3 times.I then called BBB in ************ and a gentleman there told me to go to my bank and have the payments with my **** stopped which I did.I hope we can get a solution.Respectfully, ***************************** security
Business response
05/08/2024
We apologize if the *************************** familys experience with Capital Vacations did not meet their expectations. Fortunately, our **************** Representative was able to talk to ********************************. After discussing their case, complaints, and concerns, we have escalated their issue. Capital Vacation **************** Representatives are investigating the claims and will contact ******************************** to discuss our investigation when it has been completed. We appreciate the *************************** familys patience while we are investigating.
Customer response
05/09/2024
to
Complaint: 21622163

I am rejecting this response because: 1) I have been made aware through a message from ********************** with my bank that Capital Vacations Club as set up an account with ***************** Services in the amount of $16,795.00. 2) They have sent out further charges of $49 twice that was not recorded on papers. 3) I have also received a call from ********************* on 5/3/24 that stating he had listened to the recording of the hurried signing and initialing 20 sheets of paper that he made us aware of the 5 days we had to cancel the contract and I advised him we did not hear this. I did call sales managers several times as I stated in my original complaint that were not returned. Please help us find some way we can work with Capital Vacations Club to resolve this contract. This is causing a lot of stress for especially me.

Respectfully ,****************************************
Business response
05/13/2024
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.
Customer response
05/14/2024

Complaint: 21622163

After much discussion with my husband, we decided not to accept the offer from Capital Vacations. Capital Vacations wanted us to pay off the remaining loan amount of $16,885 dollars, and we decided to go ahead and join due to the amount we were spending. We are going to try and make the most of it for the next 2 years. After that time, we will look at our options. We didn't want to throw our money away to them. I thank you for your efforts to resolve this issue for us. I also withdrew the request to cancel the credit card payments per our bank.

Respectfully, *****************************
Initial Complaint
04/24/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I am getting repeated and continuous phone calls from this company looking for someone named *******. I have had this phone number for 25 years and do not know anyone named *******. I called them back at the number provided ************ and let them know they've got the wrong phone number and I want it removed from their system. They refused. When I asked why, she said, "I don't know; it's just one of our rules." She refused to put a supervisor on the phone twice when I requested to speak with one. This is a horrible business practice and terrible customer service. These calls are a nuisance, unwanted, and interrupt my work day. I am very upset and want my phone number removed immediately.
Business response
05/08/2024
We apologize that ************** has been receiving unwanted calls from us, we would be happy to help her resolve this matter. Unfortunately, we were unable to contact **************, we reached out to her on April 30, 2024. At this time, we are in need of more information in order to successfully resolve Ms. ****** issue. Please have ************** call our ************************* at ************** at her earliest convenience, they will be happy to gather the necessary information to assist her with her request.
Initial Complaint
04/24/2024
Complaint Type:
Billing Issues
Status:
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.
I was told if I upgrade my points I could use my extra points to pay for my maintenance fees and if not I could put my points into their other program trading places and my points with double
Business response
05/08/2024
We apologize if the Zduniewicz Familys experience with Capital Vacations did not meet their expectations. On May 2, 2024, we reached out to the Zduniewicz family to resolve any issues they may have had. Fortunately, we were able to get reach the Zduniewicz family, and they agreed to be set up on a virtual walkthrough to understand how to utilize their ownership better. Then we contacted the walk-through agent with a time and date suitable for the Zduniewicz to be contacted. We are glad we are moving toward making this a fun and memorable membership for them.
Customer response
05/14/2024

Complaint: 21618537

I am rejecting this response because: i did noy get a refund and i did not get released from my contract

Sincerely,

*****************************
Business response
05/21/2024
Capital Vacations stands by its previous responses to the Zdubiewicz family.Consequently, it remains CVs position that there were no violations in connection with the Zdubiewicz familys timeshare purchases, and the Zdubiewicz family entered into a legally binding contract with our company and we are not obligated to cancel their contracts Please have the Zdubiewicz family call ********* Services at **************** a.m. to 5 p.m., Monday through Friday to discuss possible settlement options.
Customer response
05/22/2024

Complaint: 21618537

I am rejecting this response because: the sales rep lied to us on how we could use the timeshare even writing down that we can use half our points to pay our Maintenace fees i also can't book in their resort in **********; even though i can book on Travelocity. I know that cv pays the BBB allot of money and I am just a little guy, so this is a ***** and goliath battle. it's not ****** what Thay do to people and the laws lets them all over money and it's just as bad that the BBB does not help. someday Thay are going to have to answer for their scams

Sincerely,

*****************************
Customer response
05/23/2024
cannot open the response but I have not been contacted by cv to get a refund yet I'm praying that a Miricle happens and like the grinch their heart grows and Thay do the right thing and give me a refund thank you
Initial Complaint
04/22/2024
Complaint Type:
Billing Issues
Status:
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.
We are filing a complaint against Capital Vacations due to a frustrating experience of trying to exit our timeshare.We have tried talking to customer service about it. And the growing Monthly debt is stressing us out. We are paying $10,000 annually for vacations plus additional expenses which exceeds prices on any of the booking sites. We are paying more than we would without a membership and we were sold on how much this would save us. There really is no advantage to keeping it. We wish this would have been explained to us more clearly and we never would have bought it in the first place. We regret not receiving more clear explanations before our "purchase". Capital insists there is no option for us to cancel our timeshare leaving us feeling trapped. Their tactics have been very manipulative and we seek assistance cancelling our account quickly. We are more than happy to return the timeshare to Capital. Any help is greatly appreciated.*********************/***************************** Capital Owners ******
Business response
04/30/2024
We apologize if the ****** familys experience with Capital Vacations did not meet their expectations. We were not able to contact the ****** family to discuss their complaints. The ****** family would like to exit their contract, Capital Vacations offers the Graceful Exit program, which requires maintenance fees and the loan to be paid in full. The ****** family can call ********* Services at **************, Monday through Friday, 8 a.m. to 5 9.m., to discuss account balances and possible settlement options.
Initial Complaint
04/22/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have been in touch with *********************** at Capital Vacations about canceling my timeshare ownership with them. She told me there was a "Graceful Exit" option to cancel my ownership. However, she said that I was not eligible as my loan had to be paid in full and my maintenance fees current. However, I am stumped by her response as my loan is paid in full, and my fees are current. I have tried reaching out to her to get more information and help, but she has not responded to my emails. I am over 75 years old and find it challenging to continue with this ownership. I really need help getting Capital Vacations to respond to me and this taken care of.
Business response
04/29/2024
We apologize if the ******* familys experience with Capital Vacations did not meet their expectations. We reached out to the ******* family on April 25, but were unable to make contact. Because we want all our owners to be completely satisfied, we are asking the ******* family to contact our ************************* at **************, to discuss their account and outstanding balances. From there we will be happy to assist with either proceeding with the Graceful Exit option that was presented or by helping the ******* family utilize their benefits as owners.
Initial Complaint
04/17/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Dear BBB, we come to you with an unsettling predicament with Capital Vacations. Background:A decade ago we purchased a timeshare at ***********, ************ SC from a private owner. Our 3 sons names were on the title and when we discovered that our sons were not interested, we couldn't remove them from the title. When Capital Vacations took over *********** we asked to be removed from the title but they only removed our sons' names. In order for us to also get out of the contract, Capital Vacations professed we had to upgrade before we could cancel. As we know nothing about timeshares, we believed in Capital Vacations as far as the process and steps needed to cancel and upgraded in Nov. 2023 only to dig ourselves deeper into debt. We cannot afford this and only upgraded because Capital Vacations said it was the only way to get our names off the contract. They knew we did not need or want the timeshare especially when we've only been able to use the timeshare 3 times in the past 10 years. My wife has serious health issues making it extremely uncomfortable and uncertain to travel. Once on the way to ************, she had a heart attack in ** and another year she needed her gall bladder removed. She is not in the best shape physically and she's having early signs of memory loss. My time, attention, and care is vowed to my sweet wife so I cannot allow Capital Vacations to continue to rob us financially and mentally. Capital Vacations needs to uphold their end of the agreement and remove our names from the title as they promised.Please help us get our names off of the title. Thank you and greatly appreciate your help in this.
Business response
04/24/2024
We apologize if the ****** Familys experience with Capital Vacations did not meet their expectations. On April 22, 2024, we reached out to the ****** family to resolve any issues they may have had. Unfortunately, we were not able to get in touch with the ****** family. Please have the ****** family contact our ***************************** at ************, Monday through Friday, from 8 a.m. to 5 p.m. for help with their account.
Customer response
04/27/2024

Complaint: 21588065

I am rejecting this response because:

We did not receive any contact from ******* or anyone else at Capital. This response did not help us one bit.

Sincerely,

*************************
Business response
05/06/2024
On May 1, 2024, we reached out to the ****** family again but were unable to reach them. Please have the ****** family contact us at ******************** we would be happy to speak to them about their concerns.
Initial Complaint
04/17/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Dear BBB, My wife and I need your help exiting our ownership with Capital. A little background: We bought a ******* point Voyage Package Ownership for $7,900 on 8/19/23. Capital explained that with those points we could get 6 week vacations a year, domestic or international, and if we didn't travel, we could rent the weeks out for $1000 each. The profit could be used to pay the maintenance fees, the loan balance, or pocket it for ourselves. We signed as an investment for rental income based on how it was explained to us. We were told to come back after 60 days for an owners' workshop. When we returned for the workshop, the sales agent (****************) told us that Capital stopped selling the Voyage Package because it had less benefits and it was a actually just a membership not the ownership it was sold to us as. He stated he can upgrade us to ownership for a little more money monthly and the interest rate would be lower. He also said we would get ******* points a year and we would be Silver Owners with greater chances to pick weeks at the 5 star resorts. *** also reiterated that we could sell our weeks for additional money and pay off the maintenance fee or balance. It turned out that everything they told us was a lie. I've been trying to contact the agent, ***, since 11/30/23 by phone and email with little to no cooperation from him. When I finally got a reply from Capital, they said we would not qualify for their Graceful Exit program due to the open loan. They completely ignored the fact that their salespeople lied to us in the very beginning about the membership and all we were getting. We should not be responsible for this or forced to keep it given all the lies and misrepresentations. Capital needs to allow us to exit our ownership and give back all the money we've paid so far. We hope your organization can help us get this settled as best as possible. Thank you very much
Business response
04/22/2024
We apologize if the ******* familys experience with Capital Vacations did not meet their expectations. On April 18, 2024, we reached out to the ******* family to resolve any issues they may have had. Unfortunately, we were not able to get in touch with the ******* family. Please have the ******* family contact our ***************************** at ************, from Monday through Friday, 9:00 a.m. to 6:00 p.m. (EST) to discuss their account.
Customer response
04/24/2024

Complaint: 21587593

I am not satisfied with the response provided by the company as it does not address my main concern. My initial complaint stated that I wanted to cancel my timeshare and receive the necessary documents for cancellation. However, the response only mentions contacting them through a phone call, which is not acceptable to me.

I specifically requested for all communication to be done in writing as I want a written record of our correspondence. This is important to ensure transparency and avoid any misunderstandings. Therefore, I urge the company to provide a written response stating that they have released me from my timeshare and are sending the required cancellation documents immediately.

I will not be making any phone calls to follow up on this matter as I believe all communication should be done through written correspondence.

Sincerely,

********************************
Business response
04/30/2024
Dear ******* Family,
Capital Vacations stands by their previous response and asks that the ******* family reach out to ***************************** at ************, from Monday through Friday, 9:00 a.m. to 6:00 p.m. (EST) to discuss their account and possible settlement options. Once the ******* family speaks with the ***************************** it may provide written correspondence to the ******* family after speaking to them about their account.
Customer response
05/06/2024

Complaint: 21587593

I am rejecting this response because: A few months back, I contacted the finance department regarding canceling my loan, but they mentioned their inability to assist over the phone. I prefer all correspondence to be in writing. Please provide my cancellation options in written form promptly.

Sincerely,

********************************
Business response
05/08/2024
Capital Vacations stands by their previous response and asks that the ******* family reach out to ***************************** at ************, from Monday through Friday, 9:00 a.m. to 6:00 p.m. (EST) to discuss their account and possible settlement options. Once the ******* family speaks with the ***************************** it may provide written correspondence to the ******* family after speaking to them about their account.
Initial Complaint
04/17/2024
Complaint Type:
Service or Repair Issues
Status:
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.
The employees were very aggressive in selling is an upgrade to our package we bought in November 2023. We attended a "workshop" they we expected to be just to help us learn how to use the service and book stays and get the most out of our points. However, instead it was a sales pitch to upgrade our package. We were aggressively coerced into agreeing after meeting promised many many things that turned out to be entirely false. We were told there was a 21 day closing time, and to work with an agency (rent sell share something) to use half our points to pay for the upgrade and annual fees. Our monthly payment went from about $200 to over $1000 but they kept saying I wouldn't have to pay it myself and would already be receiving the monthly payments from the agency for about $3,000 per month (guaranteed to make over $45k per year paid monthly) but after speaking with the agency I would have to pay $1800 just to enroll and then it would take about a year or more just to see a return of maybe $15k and then have to pay $2000 for every $10k in return. I also discovered after thoroughly reading the document that I only had ***** days to change my mind depending on if I "inspected a unit in person prior to signing" which was conveniently just two or three days before the first available consultation date with the agency. I immediately text and called the sales agent to see about getting out of it and never heard back. I was even told a supervisor would be calling me to help me submit the cancellation of the contact prior to the 21 day window (which was never mentioned in the paperwork upon closer inspection).
Business response
04/25/2024
We apologize if the Farmer/******** familys experience with Capital Vacations did not meet their expectations. We reached out to the family on April 24, but were unable to make contact. Because we want all our customers to be completely satisfied, we are asking the Farmer/******** family to contact our ***************************** at ************, Monday to Friday, 8 a.m. to 5 p.m. to discuss their account and possible settlement options.
Initial Complaint
04/16/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Transaction date was 13 April 2024. In the terms and conditions it states you have ***************************************************************** calling *********** in which I did on 15 April 2024 @1032 est. I was informed that they would send it up and someone would contact me after speaking to a couple people. I asked to be connected to the compliance department and was informed I couldn't speak to them. Yet this number is listed for a refund but it is not the department that refunds you. Seems like they try to go through any loopholes they can to not let you just get refunded nor speak to the right department. Why have a number listed that is not the correct number for refunds? All I keep being told is someone will call. People don't have all day to wait by their phones. If you say we can get a refund within 30 days then list the correct number to contact for that said refund.
Business response
04/18/2024
Dear Green *******

After looking into this matter,we have processed a refund here is the reference number 80396701757

Thank you

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