ComplaintsforCapital Vacations, LLC

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Initial Complaint
04/11/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Below I quote the email I sent to ************************* at Capital Vacations on March 28, 2024 It has been since 12/15/23 that I made contact with Capital Vacations regarding the deed back of my deceased mother's timeshares, unit weeks 221/35 and 221/36 at A Place at the *********. A Ms. ****************** was unable to find the Death Certificate and Testamentary Letter I had previously sent so I sent them again. I was told I had to wait 30 days for a reply from the deed back department. This in itself seemed like an unreasonable amount of time to wait. I never did hear back. ************** signed off "Please do not reply to this email.".Finally around 1/30/24 with the help of ********************* I was able to get in touch with you. You advised me to contact the ******************** which I did. I was referred to *************************. After writing and calling her I received no reply for a week. You interceded at my request and I got a note saying **************** could not find the legal paperwork either so I sent it again. on 2/22/24 **************** promised me a relinquishment letter and I quote " I will get a relinquishment letter out to you by the beginning of next week, if not before.". I received nothing. On 3/14/24 **************** wrote to say she had been mistaken and she did not really handle this property. It seems odd to me that it took **************** 22 days to realize this. She has passed me on to another deeding coordinator named ******************* and told me I might need to wait 60 to 90 days for any response. This is a truly unreasonable amount of time to wait to initiate a routine business transaction. I wrote ************** via copy on 3/14/24 and have received no reply.Yours in frustration,*******************
Business response
04/25/2024
Dear ***** Family,

We are currently investigating this matter someone will reach out to you if they have not already
Customer response
04/25/2024

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
04/10/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Looking for a refund. When we signed up, no one mentioned it was a timeshare. We called the man back who sold ** this deal an hour after signing up saying we changed our minds. He said deal with your credit card company for the refund. I have left 2 messages with Capital Vacations for a call back. No one calls back. Not the way to run a business. One call said that ***** AKA ***** would call us back in 10 minutes. Second call I spoke to *************************** and she said someone will call back in 2 business days. No call.
Business response
04/11/2024
Dear ******************,

We have refunded the requested amount here is the reference number 80386592610, we have also sent an email receipt for the refund.

Thank you
Customer response
04/12/2024

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
04/09/2024
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.
We find it interesting that when you come to your BBB profile it states, "Capital Vacations, LLC invites consumers with complaints to contact their customer service department directly ************.", yet we have called and sent numerous letters and are now having to go through the BBB to address our concerns. We were misled throughout our entire experience with Capital Vacations. Your companies failure to meet expectations, coupled with deceptive sales practices has led us to demand the termination of our contractual relationship. We have stayed with Capital Vacations and the room had not been cleaned yet you demand six hours between check in and out to clean the room. Why were we let in the room if it had not been cleaned yet? In the few times we were able to use the timeshare it was a nightmare and we were coerced into making a new purchase when all we were asking for was to be let go! *******************, *************************** and ******************* are three of the salesman responsible for our current dilemma. ***** specifically down right lied about our mortgage that we were signing up for. He ensured that the previous loan would be put into the new one as we could not afford to make two separate large payments. We later get billed $652.62 and an additional $509.97, not what we discussed. So please, the proof is right in front of you and you are more than aware that your company has lied to us in order to make a sale and prey on the elderly. We never asked to have a timeshare with Capital Vacations, we were happy with Stormy Point and Capital took over and robbed us. With this being said, we expect this is resolved immediately.
Business response
04/17/2024
We apologize if the ******* familys experience with Capital Vacations did not meet their expectations. We reached out to the ******* family on multiple occasions to resolve any issues they may have had. Previously, we responded to the ******* familys first BBB complaint on August 23, 2023. Capital Vacations still stands by our previous responses.The ******* family should contact our ***************************** at **************, Monday through Friday, 8 a.m. to 5 p.m. to discuss their account as well as possible settlements.
Customer response
04/24/2024

Complaint: 21549455

I am rejecting this response because: we have been in contact with Capital Vacations on multiple occasions via phone and postal mail and this company has failed to assist us time and time again that is why we have come to the bbb for help to have this resolved once and for all.
Your complaint was assigned ID ********.

Sincerely,

*****************************
Business response
04/25/2024
Capital Vacations continues to stand-by its previous communications of no violations happened in connection with the ****** familys entry into their Capital Plus Purchase and Security Agreement. Agents of Capital Vacations have communicated with the ******* family on multiple occasions about the requirements for exiting their contract. The ******* family state in their multiple complaints that they requested their contract be cancelled. It has been explained to the ******* family on multiple occasions that they would need to pay their loan in full, pay any outstanding maintenance fees, Club Dues and Facility Fee, and pay the required exit fee; however, the ******* family did not want to pay the requisite fees and balances and,therefore, we are denying their request for cancellation. The ******* family should be aware that their loan will continue to accrue interest and shall remain liable for the debt. Again, if the Banett family would like to discuss possible settlements they can contact our ***************************** at ************, Monday through Friday, 8 a.m. to 5 p.m. (EST).
Customer response
04/29/2024

Complaint: 21549455

I am rejecting this response because: I have contacted capital vacations on numerous occasions via phone and mailed out letters to them about my concerns and they have not done anything to assist and resolve my account. That is why I am here to get the BBB involved and make them aware of what is going on with this company and how they treat there customers it is a shame. Capital vacations needs to do the right thing and stop taking advantage of people.
Sincerely,

*****************************
Initial Complaint
04/09/2024
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.
Capital vacation I guess bought silver lake timeshare owners. Which we were for 10 plus years. Capital vacation told us we needed to convert to their ownership otherwise fee would be increasing every year. Told us on 3/9 /2024when we got scammed into converting we are no own silver lake property and did not have to pay any fees taxes etc. well I got a ******* bill saying I owe ? Called silver lake they told me the conversion isnt effective til 2025. Capital vacation NEVER. Mentioned that. Told us as of 3/9/2024 we are no longer owners silver lake. ??? Why do u have to pay then. No one is getting back to me !!! Its all a big scam.
Business response
04/17/2024
We apologize if the ***** familys experience with Capital Vacations did not meet their expectations. We reached out to the ***** family on April 11, 2024, to resolve any issues they may have had. Fortunately, we reached the ***** family and discussed resolution to their issues. At this time, we have not come to mutual resolution. If the ***** family decide to accept our offer or if they have any questions on their account,they may contact our ************************* at ************** for assistance.
Customer response
04/17/2024

Complaint: 21548383

I am rejecting this response because: they did nothing for us they didn't offer anything told us to pay. ALl of this is so misleading

Sincerely,

*****************
Initial Complaint
04/08/2024
Complaint Type:
Product 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.
Since 2019 Capital Vacation has taken over $15000 from me and has not allowed me to reserve any vacations through them by always telling me they are unable to find me in their system.They have fraudulently taken money out of my account using a through another party by the name of monster Travel without my authorization. Have attempted to sit down to resolve the issues but am unsold every time.
Business response
04/12/2024
We apologize if the *********/ ********* familys experience with Capital Vacations did not meet their expectations. We reached out to the *********/********* family on April 9, 2024, to resolve any issues they may have had. Unfortunately, we were not able to get in touch with ********* /********* family. In reviewing our system, the *********/********* family have an active account however both their loan and maintenance fees are past due,which affects your member beneficiary status. Please have the *********/********* family contact our ****** Services team at ************, Monday through Friday from 9:00 a.m. to 6:00 p.m. (EST), to address their issues on their account.
Initial Complaint
04/08/2024
Complaint Type:
Product 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.
At the endless, high-pressure sales pitch, where I was forced to stay if I did not want to relinquish promised advertised perks for attending, I was told many things that were untrue. For example, the value of the vacations is grossly exaggerated. Instead of. being worth hundreds of dollars per night, I discovered some locations actually cost as little as $60 per night online. This makes points practically worthless.I jbecame a timeshare member Nov. 5, 2023. Because I do not want to use points for a vacation this year (2024), I was told I could bank them and use them next year. But when I called in March, very early in the year, I was told I missed a February deadline to bank points. I was told, "Use them or lose them."As a "perk", I was given a "free" 7-day vacation by another company associated with Capital. By accepting the perk , I was not allowed to take any other trip for 60 days prior to the vacation and 60 days after the vacation. This basically eliminated 128 days for other trips.This is completely unreasonable.In order to help new customers use their timeshares, in essence revealing the hundreds of fees, fines, penalties and restrictions, I was given a coupon for three nights in a resort, plus $150 voucher and 30 000 points, to attend a seminar. I chose to go to ******, **, but four days before I was to check in I tested positive for Covid. If I had gone, I was not only endangering my life, but I would have placed other guests and hotel employees in danger. CapitalI charged me the full cost of the stay. $150.I was then told I could not rebook for the rest of the year at ******* because there were no vacancies. Only 3 resorts were available, the closest 700 miles from my home. I told them I could fly to ******* in October to attend an Orlando ****** But that was within the 60-day ban.On and on. I have paid hundreds of dollars for nothing. I want my $150 refunded and my coupon honored for ******* in October. I also want to bank ****** points.
Business response
04/17/2024
We apologize if Mr. ******** experience with Capital Vacations did not meet his expectations. On April 11, 2024, we tried to contact ****************** to offer further assistance or clarification, but we were not able to get in touch with him. However, ****************** was able to talk to other CV representatives and was able to bank his points as requested, as well as book his New Owners Workshop for his requested dates for ******* in October. If ***************** requires any further assistance, he may contact our ************************* at **************, Monday through Friday, 9 a.m. to 7 p.m. and Saturday 9 a.m. to 5 p.m. (EST), for assistance with utilizing his membership benefits, travel and booking inquiries or any other general questions.
Initial Complaint
04/03/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Ive been attempting to communicate my situation through previous letters sent via the mailing system and even direct messages, but unfortunately, I have not received a reply from Fox Run. I understand the contractual obligations, but Im in a situation that necessitates the termination of this agreement. My primary reason for seeking this cancellation is my deteriorating financial situation. Over time, it has become increasingly challenging for me to afford the payments required by the timeshare agreement, especially since the passing of my wife. My financial hardship has been compounded by mounting medical expenses, as Im now 84, which have now become my top priority. Im now in need of medical care that constitutes a significant portion of my expenses, leaving me with no choice but to prioritize my health and well-being. Due to my age and health condition, Im no longer able to take advantage of the timeshare as I once could. I kindly request an open and honest discussion with your company to explore possible solutions and options for canceling the timeshare contract. I understand that there may be terms and conditions governing the cancellation process, and Im willing to work to reach an agreement that is fair and equitable for both parties.
Business response
04/12/2024
We apologize if the ******** Familys experience with Capital Vacations did not meet their expectations. On April 9, 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. Capital Vacations wants all our customers to be completely satisfied, so we are offering our Deed Back Program to the ******** family. If the ******** family decides to accept our offer, they should contact our Customer ******************** at ************ Monday-Friday 9 a.m. to 5 p.m. (EST).
Customer response
04/15/2024

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
04/03/2024
Complaint Type:
Product 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.
Capital Vacations lied to us and targeted us because of our ages. I am 77 and my husband is 83. We have been victimized by Capital Vacations. We are retired, on a fixed income, and unable to travel anymore. We are both getting older and my husband has a lot of health issues. He underwent heart surgery and has been in and out of the hospital since. My husband and I have been owners for about 5 years. Our owner ID number is ******. Just recently my husband was hospitalized once again so I called Capital to stop the autopay for the timeshare because I was unsure about his prognosis and the financial hardship we are experiencing. They started sending me incoices in the mail. All of the sudden, $625.99 is withdrafn from our account. ******************** did not have the authority to take our money. On November 20, 2023, we attended a meeting in *******, ******** where we were told we would be updated on what the company is doing in expanding their facilities and other improvements. We were there for over 6 hours. We met with *******************. He told us that he could help us refinance our mortgage to save money offering 15% interest for ten years. He said he was helping us and he promised that when we purchase a top level the possibility of obtaining availability of space is without any hassle and we would be given first preference. These were BIG FAT LIES!!! We found out later that we end up paying *****% in a ten year period. We would have never agreed to that had we been told. But we were told 15%. We tried several months booking our vacations to see if what they told us were true, the availability, no hustle etc. but found it impossible. They do not value the owners. It is all about the might dollar. On one occassion we were in *************** and booked a trip to *****. A terrible storm kept us from traveling to take the trip and Capital refused to reimburse us.
Business response
04/05/2024
We apologize if the Mabaquiao familys experience with Capital Vacations did not meet their expectations. We reached out to the Mabaquiao family on April 3, 2024, to resolve any issues they may have had. Unfortunately, we were not able to get in touch with the Mabaquiao family. CV does not offer a program where owners can walk away from their contractual obligations, we do have a program called the Graceful Exit, where the owners must have their loan and maintenance fees paid in full to participate. Currently, the Mabaquiao family do not qualify due to open loan/maintenance fees due on their account. Please have the Mabaquiao Family reach out to our ***************** team at ************, Monday through Friday, 8:00 a.m. to 5:00 p.m., to discuss settlement or payment options.
Initial Complaint
04/03/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Sadly, I'm only now reading the complaints on this company (see the hundreds before mine). Like everyone else, we had a poor experience with no desire from the company reps to resolve the issue, regardless of who you speak to (manager or not). In fact, I'm certain the contact information provided on all the complaint responses send you to nowhere land and/or you still end up without a resolution. Let's be honest, if the company truly wanted to resolve the issue they would've do so already and none of these complaints would be here. Still, I'm here to share our experience as well and hope others do their research before committing to any promises with them. My husband and I purchased a vacation package last year and were promised stay at our then resort (Stormy Point). We attempted to book our stay a few weeks ago (within our year window) and in the end, we weren't allowed to stay at our promised resort and they refused to refund our money. We love Stormy Point and we've stayed many, many times, but sadly, we'll find a new place to stay. The reps at this company are dishonest and I have no desire to give them anymore of our money.
Business response
04/09/2024
Dear ********************,
We were able to reach out to ******************** and everything has been taken care of.
Thank you

Customer response
04/09/2024

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, for now. Booking for our stay has been made correctly, unless changes are made between now and then. They cancelled our previously booked reservation. Hopefully, all goes well.

Sincerely,

*****************************
Initial Complaint
04/02/2024
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.
I purchased a timeshare membership from Capital Vacations at their *********** Resort in ********* ** believing it to be a sound investment for my leisure years. However, shortly after the purchase, I concluded that the timeshare would not suit my needs and decided to cancel the contract within the designated cancellation period as outlined in the agreement.Unfortunately, my attempts to contact our sales representative, ******, to initiate the cancellation were hindered by his unavailability due to his being in ***********. He communicated through text messages, citing roaming cell service issues as a reason for the delay in responding. By the time he returned my call, the 10-day cancellation window had unfortunately closed. Consequently, my request to cancel the timeshare was denied, leaving me in a precarious situation that I believe to be fundamentally unjust.I want to make it clear that my intention is to no longer retain this timeshare. The inability to cancel the agreement within the stipulated timeframe, due to circumstances entirely beyond my control, has left me in a distressing situation. Recent attempts to reach out to Capital Vacations have been met with silence, further exacerbating my concerns.As an individual over the age of 80, the prospect of utilizing this vacation plan is not feasible, and I now find myself burdened with an agreement that I cannot benefit from. The manner in which I was misled during the timeshare presentation, coupled with the obstacles placed during the cancellation period, leads me to believe that I was deliberately deceived.The financial stress of being behind on payments, compounded by the incessant demands for payment from Capital Vacations, has prompted me to seek your intervention. I respectfully request your office's assistance in investigating this matter and advising on the appropriate steps to recover our funds.Thank you for your time and consideration.
Business response
04/08/2024
We apologize if Ms. ********** experience with Capital Vacations did not meet their expectations. We reached out to ********************** on April 5, 2024, to resolve any issues she may have had.Fortunately, we were able to contact ********************** on April 5, 2024. During this conversation we asked ********************** to provide the text messages and call log showing that she has reached out to ****** during the rescission window. Once we receive those items we will review and let ********************** know our decision.
Customer response
04/12/2024

Complaint: 21519557

I am rejecting this response because:

We appreciate Capital Vacations acknowledging the concerns we raised and the attempt to communicate on April 5, 2024. Regarding the request for text messages and call logs to prove our attempts to contact *************, ******, within the cancellation period, we no longer have access to these messages due to the passage of time. Attempts to retrieve these texts from our cell phone provider were unsuccessful, given the length of time that has elapsed since those communications were made.
Despite this, we want to assure you that we made multiple attempts to reach out to ****** within the designated window for cancellation. We are committed to resolving this matter in a fair and transparent manner and hope that we can find a suitable resolution despite the absence of the text messages.

Sincerely,

***************************
Business response
04/16/2024
Capital Vacations stands by its previous responses to the ********* familys allegations repeated in this rebuttal complaint. Consequently, it remains the CVs position that in order to escalate their case further we would need those previous text messages and call logs. Please have the ********* family contact the **************************** at ************** Monday through Friday, 8 a.m. through 5 p.m. (EST) to answer any questions on their account or provide any settlement options.

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