Complaints

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

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  Capital Vacations, LLC

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

  
• 

  Capital Vacations, LLC

  6301 N Kings Hwy Myrtle Beach, SC 29572-3006

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 24, 2022, we signed a contract with Capital Vacations. Our Stormy Point/Festiva timeshare was under Capital Vacations and they called us constantly about coming to a meeting about the takeover. We finally went to their presentation because we hoped to learn how to use our timeshare better now that we were older and wanted to travel more.Our salesman claimed they couldn't pull up our contract with Festiva. I gave them the contract number but no luck. They said our original timeshare was expired but said they could take over the deed. They said it was something special that they were doing for the original Festiva owners. They said we could only do it that day but we were lucky because it was heavily discounted. During our meeting, I had our salesman pull up a listing of possibilities for 3BR condos in the Gulf Coast area from AL to **. He showed ** a whole list of availability options without a problem so we signed up. On May 28th, he texted us and I told him that we had not gotten our email to allow us access to the website. He said he would get back to me. On May 30th, I texted him and told him we still had not received access. He said they sent it to the wrong email address. We finally received access at the end of the day. This was seven days later. I started checking the website but I was not able to book our vacation on the Gulf Coast. I was confused because I couldn't access any of the listings he showed us. I contacted him on May 31st and he said he would make sure we got it all worked out but we didn't hear from him again. I called ***** Services to ask them about booking on the Gulf Coast and they couldn't find availability for 2 years. I find it very curious that we received access to the website 7 days after we signed the contract because by then it was past the 5 day window to cancel the contract. Had I known that he lied to me that there was plenty of Gulf Coast destinations, I would have never of signed this contract. I will attach more info.

  

  Business Response

  Date: 09/26/2022

  Please see the attached response from the business.
  See Attachment/File: ******* vs Capital VacationsResponse.pdf

  Customer Answer

  Date: 09/29/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  On August 8, 2022 we received a response from ******************* at Capital Vacations. She said she received my letter I wrote to them asking to be released from my timeshare. She simply said my payments to them had to be paid in full before they could let me out of this contract. I asked her why she didn't respond to any of my complaints even after I attached an entire timeline of all correspondence with their employees. I contacted my representative immediately after I signed my contract because I couldn't get access to the website and this was a huge issue for me. I told her he made up excuses the entire time and sent me access after the 5 day window to cancel. He was not giving me access because he knew his lies would have been exposed about the available options of condos along the Gulf Coast. I told ***** that if she had bought a car and only had a certain amount of time to cancel but she wasn't given the keys to the car until after the cancellation period, would she pay the loan in full and tell the car dealership to come and tow it away? Especially after discovering it didn't work as they told her it would work. No, she would not. Now some girl named ****** is telling me my problem is reservations are on a first come, first serve basis. So, I won't have availability until after 2 years, if I'm lucky? With all the rules placed on these reservations such as; time of year, size of accommodations, and length of stay, I don't see any reservation being able to be made. Therefore, I'm to pay $3,613.56 a year for what? I texted my representative from May 28th to May 30th to ask for access to the website. Finally, May 30th at the end of the day I received access. Conveniently after my ability to cancel this contract. I'm fed up with this company. This is a very sneaky way to deal with people and their finances.

  

  Business Response

  Date: 10/25/2022

  Please see the attached response from the business.
  See Attachment/File: ******* vs Capital VacationsRebuttal Response.pdf

  Customer Answer

  Date: 10/31/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The evidence I have in my hands are multiple text messages to our salesman that explains we had a serious problem with our contract immediately. The main reasons we signed this contract was because I had our salesman pull up a listing of possible vacations in 3 bedroom condos all along the Gulf Coast. He showed us a huge list of possibilities all along this coast so we signed the contract. Immediately and I MEAN IMMEDIATELY after we signed, I needed access to the website so I could book our family vacation in advance. I texted him FOUR DAYS after we signed the contract and told him I never received the email to allow me access to the website. I did not gain access until SEVEN DAYS later. The time to cancel this contract was within FIVE DAYS after signing. It wasn't until I gained access that I realized I had an issue with finding reservations along the Gulf Coast. I could not find reservations for the year of 2022 or the year 2023. This was extremely frustrating and I asked him relentlessly for his help. When I could not receive help, I started to ask to have this contract canceled. During this time, my husband reached out to our salesman to tell him we needed help before the 30 days to pay the same as cash was set to expire. Again, no response from our salesman and the date passed. We had no desire to pay for the whole thing until we either received answers to our questions or had the contract canceled.
  
  We had another issue regarding our Festiva points being transferred because how it was explained they would be transferred was not how they were to be transferred in reality. The ability to transfer these points was another reason we decided to sign the contract. This was discovered after we signed the contract, of course.
  
  There are a large amount of text messages which if the BBB would like us to send, we will be happy to send them. We have more evidence in the line of emails as well. We did everything possible to communicate as best we could before all deadlines passed and they delayed us intentionally so we would be stuck in this contract. Please let us know if you need more information and we will be happy to send you anything you need. Below is the list of text messages we have proving we DID communicate with them endlessly.
  
  Regarding "The Graceful Exit Program" they must be kidding me! *****s have to pay the loan in full, be current on all Club Dues, Facility Fees and Common Assessment Fees, and have to pay a Graceful Exit Fee? They call this *****FUL??? After signing this contract and then intentionally being postponed access to the website for 7 days (conveniently after the deadline to cancel) and they want me to pay this loan in full to "*****fully" exit? I just signed this contract in May of 2022 so the offer of this program is outrageous!
  
  
  Here is the definition of ***** in the dictionary in case they forgot what the word actually means: "disposition to or an act or instance of kindness, courtesy, or clemency." I've given them plenty of ***** by telling our salesman immediately we had issues and asked *****fully if I missed something he showed me so I could make this purchase work. My act of ***** was not returned in kind so it is their turn to *****fully cancel this contract.
  
  
  Text Message Evidence
  
  
  Evidence 1: Texts from 5/28-5/30- Our salesperson ******************* texted to see how everything was going. I told him I had not received an email from Capital that would allow us access to the website.
  
  Evidence 2: Texts from 5/30-06/01- Texted ****** and told him I received the email. Told him I could not find any 3 bedroom units all along the Gulf Coast as he had showed me the day of the presentation. Told him our Festiva points haven't shown up on our account yet.
  
  Evidence 3: Texts from 6/03- Told ****** ***** Services did not reach out to help me. Told him I was unhappy because the only reason we signed was based on booking a vacation each year along the coast as he showed me.
  
  Evidence 4: Texts from 6/06-06/07- Texted ****** to express my unhappiness with not being able to find any locations for the places he showed me and asked for help again. He told me he would ask ***** and ******* for help. This never happened.
  
  Evidence 5: Texts from 6/8-6/9- ****** texted and he instructed me to the Lifestyles website to move my points over and I would be able to see all the locations he had shown me. That didn't work because you don't move points over in Lifestyle, just Global Exchange.
  
  Evidence 6: Texts from 6/11-6-13- Texted ****** and asked if we could cancel our contract. No answer from ******
  
  Evidence 7: Texts from 6/14- Texted ****** and asked him if I could cancel the contract. Told him that I would have to pay an $89 fee to move my points from Festiva and I had to deposit them myself. Told him I was under the impression that they would transfer automatically. Told him what was presented and how the program actually worked were not the same. He told me I couldn't cancel my contract.
  
  Evidence 8: Texts from 6/17-6/18- Texted ****** about a charge I did not recognize on my account. Told him again I was disappointed that I was finding out what he told me and what I was experiencing were not the same. Told him I wanted to cancel the contract.
  
  Evidence 9: Texts from 6/19- Texted ****** and told him I felt scammed and told him I was going to proceed with canceling our contract. He told me he would call me at 5PM the next day.
  
  Evidence 10: Texts from 6/20- Asked ****** if he was going to call me. Texted him again because he never called me at 5PM as scheduled.
  
  Evidence 11: Texts from 6/21- Texted ****** and expressed my frustrations and told him I found bad reviews online that were similar to my own. He texted me that he would call me back. He never called back.
  
  Evidence 12: Texts from 6/23- Texted ****** my apologies for venting my frustrations but I was very unhappy. I asked him once again if he could instruct me how to pull up the list he showed me which prompted me to sign the contract. I never heard from ****** again.
  
  Evidence 13: Texts from 6/21-6/23- My husband's attempts to get in touch with ******.

  

  Business Response

  Date: 11/02/2022

  Dear *******************,
  
  If the ******* family would like to provide copies of the text messages, they allege they have, we would be happy to look into those allegations. At this time, Capital Vacations stands by its previous responses to the ******* family. Consequently, it remains CV's position that there were no violations in connection with the ******* family's timeshare purchases, and the ******* family entered into legally binding contracts with our company, and we are not obligated to cancel their contracts. If you have any questions, please let us know.
  

  Customer Answer

  Date: 11/16/2022

  ***Document Attached***
  They want evidence. Here's there evidence! It needs to be ABSOLUTELY clear that we tried everything in our power to work out the issues we were having right after we signed their contract. No one can see the abundance of these texts messages and not tell me I wasn't having issues right from the start. It is clear he told me one thing and I was seeing another. My complaint is honest and this proves my honesty. Please send these text messages to them since they asked for them. I appreciate your help.
  See Attachment/File: Evidence 1 and 2

  

  Business Response

  Date: 12/06/2022

  Please see the attached response from the business.
  See Attachment/File: ******* vs Capital VacationsResponse.pdf

  Customer Answer

  Date: 12/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Is this a joke? They asked for evidence, I gave them evidence and they send a response from a copy and paste letter they already sent in Sept? I sent the evidence they asked for in Nov! This is exactly what I'm dealing with. Even with evidence in hand, they ignore me. What kind of company is this??? No, I do not accept this "proposed" resolution. I need them to respond to the evidence I sent them and own up to what happened to me. Sorry for being so angry, this isn't the BBB's fault. Thank you for helping me but this is simply an outrageous way to treat people.

  

  Business Response

  Date: 12/14/2022

  We stand behind our previous responses to the ******* Family. I have attached our last response to them here again for your review. If you have any questions please let us know.
  
  See Attachment/File: ******* vs Capital Vacations2nd Rebuttal Response.pdf

  Customer Answer

  Date: 12/15/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I would like to thank the BBB for their attention and concern about my complaint. I appreciate the time you have taken to keep me informed and your professionalism.
  
  Naturally, I do not accept their response.****** told us to text him with any concerns which is exactly what we did. We were not looking to get out of the contract at this time. We were looking for explanations as to why we weren't given access to the website so we could try to book our week's vacation. It was his delay that put us in the position of missing the five days to cancel. Clearly, this was done on purpose.
  
  ****** said the email that would allow access to the website was sent to the wrong address on May 30th. I believe this should be held into account and not simply brushed off by Capital. This was their fault and not mine. The minute I was given access was when I discovered that what ****** had shown me was not what I was seeing myself. ****** began to delay us once again by telling me he would reach out to ***** Services. When *****s Services never reached out to me, THAT is when I told him I regretted my decision. Then more time passed with ****** promising me I would receive phone calls, etc. and no help was received. On June 19th, I told him I wanted to cancel my contract.
  
  I'm frustrated because I tried everything in my power in order to enjoy this timeshare. I didn't want to cancel immediately, I just wanted to do what I was told I could do. I was purposely delayed and now they want to say it was my fault? Again, due to the access email being sent the wrong address, I had no ability to see if I could book anything. If it had arrived at the right email address, then I would have canceled on time.
  
  Maybe Capital wants to respond to the fact that ****** explicitly told us the access email was sent to the wrong address? Since I provided the proof they asked for, then I would like them to provide proof the email was sent on May 26, 2022. By them saying they did NOTHING to prevent us from canceling, I beg to differ. Sending the access email to the wrong address did prevent me from being able to cancel in a timely manner.
  
  No, we did not write down that purchased a timeshare for a 3 bedroom condo in ***************** and now I know why the representatives TOLD ME what to write. These representatives think of everything! Clearly this matter was the main reason I signed, and that is why I was constantly texting ****** about it. It is illogical to say this wasn't the main reason when I was bending over backwards to try to find a week along the coast.
  
  I was unhappy from the start and I have proven that fact. Therefore, having me as an owner is not a good fit and they need to just let me walk away in peace. What could possibly be the point of all this nonsense? Caring about customer satisfaction on their end would be appreciated.
  

  

  Business Response

  Date: 12/20/2022

  Dear ******************,
  
  Capital Vacations continues to stand behind our previous responses to the ******* family, filed thru the BBB and the *********************************************. Consequently, it remains CV's position that there were not violations in connection with the ******* family's timeshare purchase, and the ******* family entered into a legally binding contract with our company, and we are not obligated to cancel their contract.
  

  Customer Answer

  Date: 12/21/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Can you please provide proof the email was sent on May 26, 2022? I did not have access until after my cancellation date and you are stating I did. So, provide proof just like I provided you proof. Seems fair.

  

  Business Response

  Date: 12/28/2022

  See Attachment/File: Sent By ****

  Customer Answer

  Date: 12/29/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Was there supposed to be an attachment? If so, I can't open it. Can you please resend?
  
  BBB emailed the business responses to this consumer.

  Customer Answer

  Date: 12/30/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  First of all, I want to apologize to the BBB for having to be a witness to this ridiculous debate.
  I want to know how this little image of absolutely nothing shows proof that they sent me access to my email on the 26th. They can clearly see in my texts to our salesman that I was asking immediately for access. I even told him that I never had issues receiving anything from them via email in the past and I had even looked in my junk email and still nothing. He even mentioned in his response back to me that he was working on it! He also told me they sent it to the wrong email address. Access came on the 30th right after I complained once again, pure and simple. All I got that entire time was the run around and I know for a fact this was to hold me off until I couldn't cancel.
  I want to see the actual email with their email address, my email address and the date it was sent. For example, this email that was sent to me by ********************************* from Capital:
  
  From: ************************* <**********************>
  
  Sent: Saturday, June 18, 2022 4:56 PM
  
  To: ********************************* <************************************>
  
  Subject: Re: Aspire - Unit Release Form
  
  As you can see...there are two email addresses, a date, and a time.
  
  I will once again attach the text message exchange with our salesman where I'm constantly asking for the access email. Why on earth would I have kept asking for it if I had received it?
  
  

  Customer Answer

  Date: 12/30/2022

  ***Document Attached***
  Text message exchange asking for the email access.
  See Attachment/File: Evidence 1.pdf

  

  Business Response

  Date: 01/09/2023

  We stand by our previous response. Thank you.

• Initial Complaint

  Date:09/10/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had an owners update at Calypso Cay Resort, now owned by Capital Vacations LLC on September 6, 2022. When we started going over information, Ruben told us our maintenance fees would be increased drastically if we didn't buy into capital vacations membership. He said they would eliminate our deed if we agreed to pay $15,000 for their membership. In addition, he said we could trade-in 100,000 points for .015/per point, totaling $1500 per year to use however we wanted. We were skeptical about everything and asked if we could think about it 24hrs, read everything before deciding and they said no, it had to be decided today but they said they have a 10-day cancellation policy with no penalty. We agreed with the option of knowing we could cancel within the 10 day timeframe. After reading through everything by September 8, 2022, we notified the Quality assurance person (Denise) because she said to contact her if we needed to cancel. Unfortunately after multiple email messages along with a sms message due to her voicemail being full, we still haven't heard back from her. The other person we had contact with was Paola. We also contacted her via text and she said it may take 2-4 weeks before anything was done which is very confusing with the time frame. I asked her if we could get the 100,000 points redemption information in writing and she said we already had it, which is not accurate. Since we signed the paperwork, we have not been able to get anyone to return our calls or emails. We finally dropped off the letter to rescind the contract to Denise along with mailing the written notice of cancellation to the North Myrtle Beach Corporate office per the contract cancellation policy. We had to pay $3,300 down on our credit card and when asking about that, they didn't know. We cancelled within the 10day limit required and just want our money back and everything back the way it was. Unfortunately when you don't do what this company wants, they get hateful.

  

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/09/14) */ Dear Mrs. ******** Our records show that ********** family's cancellation letter was received 09/12/2022, and this was within the 10-day rescission period. Their contracts have been canceled and their money refunded. We ask the ********** family to please allow 7-10 business days for this process to be complete. If you have any questions, please let us know. Consumer Response /* (3000, 7, 2022/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) We did receive the refund for the 20% down payment but our existing account with capital vacations is still suspended. I spoke with LaKesha yesterday and I'm waiting to hear back regarding this issue. Business Response /* (4000, 9, 2022/09/20) */ Dear Mrs. ******** We stand behind our previous response. Our records show that the ********** family's contracts were canceled, and their refund processed as of September 13, 2022. Going forward the ********** family will need to contact their credit card company. Consumer Response /* (2000, 11, 2022/09/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Our previous account was fixed per Lakesha and is no longer suspended. The refund and cancellation were processed. Thank you BBB!

• Initial Complaint

  Date:09/06/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/1/2021 I received a call and was told I won a 3 night vacation plus a 5 day cruise through a sweepstakes on Groupon.This sweepstakes happened to be Capital Vacations.I spoke with a Capital Vacations rep Tara, she asked me a series of questions such as my name,date of birth, and income.I was told my won vacation package was priced at $309 and I would be receiving a $200 entertainment credit upon arrival at the hotel.The sales rep did not inform me because of my age 24 I would not be eligible for the package I purchased.I also wasn't aware I was being solicited to attend a presentation to buy a timeshare.1/2022 I was contacted by Tara, I informed her I would not be able to book my vacation due to being sick and pregnant.Throughout the year I was called by the sales rep, each time I informed her I was not able to travel.On 8/15/22 after months of harassment I was contacted by a new sales rep, Ambrosia. She asked me a series of questions the previous sales rep asked when the package was purchased, I answered with the exact information previously given.Ambrosia told me I was not eligible for the booking due to age.I informed her I was 24 when Capital Vacations processed my payment, I asked Ambrosia for more information then a refund but was put on hold.She informed me her manager would not be refunding me.She asked me to have the booking switched over to someone of age 28.I put my 33 yr old partner on the phone, he was asked for credit card information demanding we pay an additional $50. The following week we received a call from a new rep Elizabeth, she rudely spoke over my partner throughout the conversation, demanded he verify he had a major credit card and used aggression to coarse him to proceed with booking.The rep stated I would not receive a refund if he did not proceed. We decided not to continue due to lack of information and a unnecessarily aggressive conversation.I would like a refund from Capital Vacations for misinformation and tricky sales tactics.

  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/09/21) */ Dear Mrs. ******** After researching Ms. *******'s case, we sincerely apologize for her experience. Her package is outside of the rescission period; however, we have decided out of Customer Goodwill to refund her money. Ms. ******* will receive a check via USPS, and we ask that she please allow 60 days for this process to be complete. If you have any questions, please let us know. Consumer Response /* (2000, 7, 2022/09/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Capital Vacations contacted me via email and claimed they would send a refund check in the mail. I am currently waiting for the refund.I hope in the future their agents will be more thorough about the selection process.

• Initial Complaint

  Date:08/31/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi this is **** ****** and ******** ********* we were there on vacation about 2weeks ago and as discussed with you this us our complaint we stayed 5 days there on the resort upon our arrival we met jim your employee who told us as welcome gift we are invited to a breakfast where there will explain Everything about the resort and there us absolutely no obligations but in order to secure the breakfast we need to leave a 40 dollar deposit to secure it As we got there in the morning as one of the first families there and we did not eat anything we had to wait atleast 60 min to be seated where other families came in after us and went in right away when we finally went upstairs we were told there is no more food for us to eat!!! My wife is 6months pregnant my daughter is 11 years old and i had to senior citizens with me Then on top of that they kept us in the presentation for another 4 hours will not let us leave and offered the other families hotdogs after us ??? The representitives will not take no for an answer untill it was the time to close then we were let downstairs to collect gift which took another 40 min where we were told Everything is ready for us just go collect it I went to front desk left several messages for jim he never got back to us your staff is very rude and then we found out now you guys over charged us on credit card and will like this corrected immediatly!!! Can you please get back to ASAP

  

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/09/06) */ Dear Mrs. ******** We regret Mr. ****** had an unsatisfactory experience; however, we are not able to locate him in any of our systems. We would like to review this in more detail but will need more specific information. We ask that he please provide the name of the resort where his family attended their presentation. Consumer Response /* (2000, 7, 2022/09/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) We stayed at the calypso kay resort in kissimeee florida

• Initial Complaint

  Date:08/30/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January 2022 I filed a payment for yearly maintenance fees with my bank account. At the end of February 2022 I needed to reserve a vacation and noticed my payment had never been completed so I paid with a credit card for another $1002. Ironically the next day when I went to cancel the bank payment, it had been cashed the day before. I contacted Grand Crowne of Capital Vacations. They sent me to Kyle T***** and he instructed me what the bank needed to provide us. I did what was asked. The bank gave them the complete transaction information. Kyle said it wasn't enough information. Our bank Citizens Bank said that is all of the information they have. I sent Kyle an email in June and then in August, and I didn't hear back from him or anyone else. On August 21, 2022 we were in Pigeon Forge vacationing at a Capital Vacations resort. We spoke to Aaron B***** at the office and he assured us they could fix it. We came to the office and sat through 2.5 hours of sales talk. We didn't buy anything and he still didn't have any information for us. He asked that I send in the credit card statement from the purchase they have on file for the maintenance fee and the bank statement for the fees they can't see in their system. I was assured they could easily fix it. Kyle happened to email us again the day we had the in person meeting stating again we don't have enough information. As of today August 26, 2022, nobody will take our calls. It seems that since they couldn't get money out of us, they will no longer help us figure out how to get our $1002 back. Grand Crowne is where we used to send our fees. I sent the 2020 fees before realizing the address had changed. I was told that when that happens, the money is sent to Capital Vacations. Mine was not.

  

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 5, 2022/09/09) */ Dear Mrs. ******** Our records show that we have been trying to work with Mrs. *******. We will need proof that her account was debited twice. Once we receive this information, we can start the refund process. Consumer Response /* (3000, 7, 2022/09/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have sent all of the information we have been asked for. The bank gave Kyle T***** the full transaction and he said it wasn't enough. When we were at Capital Resorts in Pigeon Forge, we gave them all of the same information. We were assured they could get our refund. Instead of a refund, they wanted us to buy more points with a discount in the amount of the refund. We will be satisfied with a refund or a credit to next year's maintenance fees. This should not take more than 6 months to resolve. Business Response /* (4000, 13, 2022/12/09) */ Mrs. ******* was informed a check was issued to her via email and it went out to her address she provided. She was advised if she did not receive the check to let us know, and to date we have not heard back from Mrs. *******. Consumer Response /* (2000, 15, 2022/12/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) We did finally receive the refund. Thank you

• Initial Complaint

  Date:08/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Around 17 July 2022 I bought vacation package for 199$, two days later I cancel it and I start waiting for my refund. I call few times 5-7 times (I m not sure) ask about my refound every time I got transfer from one department to next one and on the end I hear I have to wait for phone call from you. Around 2 weeks from purches I got one phone call(just one) and I wasnt able to answer this time and now is one month later and still I hear I have to wait!!!! This is some kind of joke? Or scam? What a big deal is do refound to card?

  

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/08/30) */ Dear Mrs. ******** Mr. *********** package has been canceled and his money refunded. That transaction ID is XXXXXXXXXXX. If you have any questions, please let us know.

• Initial Complaint

  Date:08/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We received some advertisement in the mail about visiting a time share. We decided to take advantage of the offer. We booked at the Kissimmee FL location. We arrived on Aug 19th and told that our room would not be ready until 4pm. We were not given keys until 7pm. Once in the room we were very disappointed the carpet in the room was so dirty and nasty. The bathroom had hairs on the ceiling and on the walls. The hallway outside of our room was also dirty and gross. We were pretty tired considering our flight arrived early that morning. Then not getting to the room until 7pm to find that it was not cleaned properly. We packed cleaning supplies due to covid so we decided to just make the best of it and clean ourselves. After we finished wiping down the room and decided to keep on our slides due to the condition of the carpet. I decide to take a shower after the cleaning this is when we say bugs coming from the bathroom baseboard/wall. That was the last straw. We packed up our bags put them in the car and drove over to the front desk which was in a different building. I explained to the staff what happened. They literally only refunded the resort fee of 45.00 but would not refund the other charges that were on the bill which were all some form of tax. The manager would not come out to talk with me. All of this was back and forth with the front desk clerk who kept going to the back to talk to the manager. It was really late at this point and we had to book another hotel that cost way more but at least it was clean. We continue on with our vacation trying to put capital vacations out of our minds. Once home we see that capital vacations charges our card another 94.00 due to we did not attend the the 90min tour on Saturday. Why would we tour a property after all of that. They refuse to refund the 94.00 and were so rude on top of that. Who wants to tour a property with bugs!! Worst hotel/lodging experience we have ever had. (less than one star!!

  

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/08/31) */ Mrs. ******** We were unaware there was an issue with the ******* family's room, and that they did not complete their stay. We do apologies for their experience. We have refunded the no-show fee and the Transaction ID for this is XXXXXXXXXXX. If you have any questions, please let us know.

• Initial Complaint

  Date:08/24/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At a baseball game on July 24th I noticed this company had a booth set up. I was interested in the prizes that they had available to win. I spun the wheel, and I was able to pick my own prize. I chose an all-inclusive cruise. I was informed all I had to do was pay for one vacation where I would have to listen to a presentation for a timeshare. Me and my wife were both okay with that. I paid the money ($299), and all was well. I got an email from the company with all details, and fine print on the bottom. I read the fine print only to realize both persons in your party have to be at least 28 years old on the date of your vacation. The people sold me this vacation knowing that me, nor my wife are 28, or would be 28 at the time of the vacation. I called the company the following day and I was told I would be put on the list for a call back and a refund. I have called the company more than 5 times for the past month, and I haven't heard anything back from anyone. Every time I call, they tell me that I'm still on the list, and I would be called as soon as they got to me. All I want is a refund of the $299, and a cancellation of all vacations.

  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/08/25) */ Dear Mrs. ******** Mr. ******'s package has been cancelled and his refund has been processed. The reference number for this transaction is XXXXXXXXXXX. If you have any questions, please let us know. Consumer Response /* (2000, 7, 2022/08/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have contacted the Beach House Resort, which is managed by Capital Vacations several times over the past few months. I have contacted them through their online message system and made multiple calls directly to the resort. I spoke with Tish who told me that she would be sending me an email with the information to cancel my ownership. I never received it and called back requesting for them to resend it to me. Still nothing. I am very frustrated. I keep getting calls to set up a meeting. I do not want to. I want to cancel this. I do not care about upcoming renovations or if I may like something better. I have had this timeshare since '85. I am getting very frustrated at the lack of communication. I am still looking for an email with the information to cancel this.

  

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/08/30) */ Dear Mrs. ******** An agent has mailed a Deed in Lieu Offer to Mr. and Mrs. ******* today 8/30/2022 USPS. She has included her contact information and if they wish to accept the offer, Mr. and Mrs. ******* can contact her directly. If you have any questions, please let us know.

• Initial Complaint

  Date:08/22/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 16, 2022 my fiancé and purchased a 4 day/3 night weekend vacation package from Capital Vacations at an event. $299 was charged to our credit card and we received a confirmation email. In the email it was unclear what was paid for so I made multiple calls (different days and time of day) looking to speak to someone to clarify. This was only a week after paying. I could not get anyone on the phone or returning my calls. So I started looking into the company. I discovered many horrible reviews, many of which on the BBB website, about this company constantly scamming people out of their money. At that point I reviewed the their contract and because it was within 30 days of purchase we were entitled to a refund. On 8/2/22 my fiancé sent an email requesting cancellation and refund of the vacation package and that I would be calling to follow up on the refund. Still no one has refunded the money, responded to our email, or been able to be reached by phone. We want our money back.

  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/08/23) */ Dear Mrs. ******** This vacation package has been canceled and a full refund processed. The reference number for that transaction is REF# XXXXXXXXXXX. If you have any questions, please let us know. Consumer Response /* (2000, 7, 2022/08/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)