ComplaintsforCapital Vacations, LLC

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Initial Complaint
06/28/2024
Complaint Type:
Customer Service 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.
Have been trying to contact Capital Vacations for 45+ days to complete a deedback to the company and sever ties, especially before more fees are due. I was given the email and number of the deeding coordinator for the property and ensured she would respond timely to get this handled. I have yet to have an email replied to, a call back from a message on her voicemail, anything. I have repeatedly been given the runaround. Sent number to number ensuring they will get someone else to assist, each time to end up that she is the only person that handles this. No supervisor to speak to. Nobody that can help.
Business response
07/10/2024
We apologize if the ******* familys experience with Capital Vacation did not meet their expectations. We reached out to the ******* family on July 2, 2024, but were unable to make contact. We left contact information and let them know that an email was sent to them by our ****************** with the relinquish letter as well as the amount the ******* family would have to pay to deed back their Silver Lake timeshare interest. The ******* family can contact ******************* at ******************************** for further information and to pursue the relinquishment they have requested.
Initial Complaint
06/28/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
During the scheduling of this vacation package, things are coming to light that the location is setting expectations for one thing, then changing it to another. I was told I would get a $250 **** Card for booking the vacation with them with one being $200 **** and another one for $50. Now they are calling it a voucher/and not so much of a gift card that can be utilized at certain locations. I would like to speak with someone as this wasn't the initial expectations that were set and this is highly unethical.
Business response
07/01/2024
Good afternoon,
We were able to reach out to this customer; he does have a gift card coming to him when he travels out 7/9-7/14. This customer was taken care of, thank you!

Customer response
07/02/2024

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
06/28/2024
Complaint Type:
Customer Service 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 writing to file a formal complaint against Club Ocean Villas II regarding the timeshare I purchased on 5/12/2009 through timeshares.com. At the time of purchase, nothing was adequately explained to **** have only used RCI's service to trade locations and have never actually visited Club Ocean Villas II. Over the past few years, I lost my job due to illness (not my own) and had to pay this debt after it went into collections and doubled.Over several years, I have contacted the resort multiple times to request cancellation. They promised to get back to me but never did. Additionally, I wrote a hardship letter and received no response.In 2020, I lost my job due to downsizing during the ***** pandemic and have been living off my savings since then. When I was hired in November 2020 by a company to handle debt consolidation, I had to go to ********** for medical insurance for myself and my daughter. We also received SNAP food benefits and lowered gas and electric utilities from the state, which was a significant help during the pandemic. However, the timeshare company was not helpful at all during this difficult time. They were uncooperative, did everything to avoid speaking with me, and never returned my calls.Please review my case. I am not asking for anything in return but a complete release from this timeshare.Thank you for your assistance. I look forward to a favorable response.
Business response
07/10/2024
We apologize if the Novrit familys experience with Capital Vacations did not meet their expectations. We reached out to the family on July 2, 2024,but were unable to reach the. We left contact information for them to call us back. Looking over the Novrit account, their Club Ocean Villas timeshare interest has been placed in collections. Please have the Novrit family call Meridian Collections at ************** or ************** to discuss account balances and possible settlement options.
Initial Complaint
06/27/2024
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.
Dear BBB,In March 2024, my husband and I purchased a discovery package from Capital Vacations LLC. We were informed that this package would allow us to experience the benefits of ownership for the next two years, including the ability to book stays at various locations. However, we were misled into believing we could book a stay in *****We were told that we would not have to sit through any sales pitches and could simply enjoy the experience. This was not the case. When I attempted to book our first stay, I discovered that we could not stay at all the locations they initially mentioned. This was the first lie.Furthermore, despite being assured that we wouldnt have to endure sales pitches, we have had to listen to them three times within four weeks. Each time we stay, we are subjected to yet another attempt to sell us on upgrading our plan. They claim these pitches are to "check up on us," but they are clearly trying to push us to spend more.This supposed two-year trial has turned into a significant headache. The companys lack of honesty and transparency is appalling. They use deception and emotional manipulation to gain customers. I have already paid for this trial package, yet I am constantly pressured to upgrade, with each sales pitch highlighting limitations of our current plan.I wish I could either cut ties with this company or receive the package I was initially promised. I advise everyone to stay far away from Capital Vacations LLC. This company does not align with its purported image and values. If they had any integrity, they would be honest and upfront about their offerings.
Business response
07/10/2024
Dear sir or madam,
We apologize if the ********* familys experience with Capital Vacations did not meet their expectations. Fortunately, we were able to contact the ********* family on July 1, 2024. We apologized about availability in **** and their experiences with the owner meetings. We have advised that they are able to leave voluntarily from the owner meetings after the 90 minutes. Please have the ********* family contact our Discover team at ************, Monday through Friday from 9:00 a.m. until 8:00 p.m. (CST) when they would like to book their future trips with their Discovery plan.
Customer response
07/11/2024

Complaint: 21908053

I am rejecting this response because:
I am writing in response to Capital Vacations LLC's reply to my initial complaint. Unfortunately, their response did nothing to address the issues I raised. Instead of taking responsibility, they offered excuses and empty apologies. The representative who contacted me implied that the problems were my fault and that I wasnt listening, which is both untrue and insulting.
I strongly advise against trusting this company. They operate just like many other disreputable companies in the industry, using deceptive practices to mislead customers. Their behavior is indicative of a broader pattern of scamming consumers.
I urge the BBB to take my complaint seriously and to investigate Capital Vacations LLC thoroughly. Their lack of integrity and transparency is a serious concern, and I hope that future customers can be protected from their deceptive tactics.

Sincerely,

*******************************
Business response
07/12/2024
Capital Vacations continues to stand by their previous response. We suggest that the ********* family contact our Discover team at ************, Monday through Friday from 9:00 a.m. until 8:00 p.m. (CST), they can discuss ideas for destinations to use with their Discovery plan and also provide answers to questions the family has on their account.
Initial Complaint
06/24/2024
Complaint Type:
Customer Service 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 told lies, manipulated, stuck us with a ton of debt, wont answer our emails, phone calls, texts, has blocked us; they said they would offer more enjoyment to life, pay off our bluegreen accounts, et ; they have only caused stres, financial hardship, lack of trust in other businesses, etc please help us resolve this issue and get out of what all they have stuck us with ; it has been terrible
Business response
07/02/2024
We apologize if the ***** familys experience with Capital Vacations did not meet their expectations. We do apologize for the delay in response to the ***** family. However, agents of Capital Vacations have tried to communicate with the ***** family on multiple occasions about their account. Unfortunately, we are unable to get in touch with the ***** family. Please have the ***** family contact us directly in order to find the right resolution.They can contact *********************** from our Customer ******************** at ********************. He is available from 9:30 a.m. to 6:00 p.m. (EST).
Initial Complaint
06/24/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Cannot get through to the compliance department to receive a refund. Was told it could take 2 weeks for someone to call me back which is unprofessional. Kept getting transferred to disconnected numbers and voicemail boxes. Want a refund ASAP.
Business response
06/26/2024
Dear Fort family,
We have refunded you on reference # ************, should you have any questions please reach out to the marketing department and they will be more than happy to assist you with any questions or concerns.
************
Monday Friday 9am 8pm CST and Saturdays from 9am 12pm CST
Customer response
06/26/2024

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,

Kayla Fort
Initial Complaint
06/24/2024
Complaint Type:
Customer Service 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 writing to file a formal complaint against Capital Resorts. Despite multiple attempts to cancel my timeshare with their resort, I have faced a complete lack of cooperation and responsiveness from your team. The process to gain access to the resort has been excessively difficult, and the fees associated with the timeshare have been increasing frequently.As older individuals on a fixed income, it is challenging for us to afford these escalating fees. We need to prioritize our finances towards essential expenses and cannot afford to spend money on a timeshare that we no longer wish to maintain. It is crucial that Capital Resorts addresses our request to cancel the timeshare promptly and cooperates with us to resolve this matter efficiently.I urge you to investigate this issue and take the necessary steps to ensure that Capital Resorts fulfills its obligations towards its customers. Your assistance in this matter is greatly appreciated.
Business response
07/02/2024
Unfortunately, we were not able to get in touch with the ****** family. At this time the ****** familys Member Beneficiary has been deleted. What this means is that the ****** family no longer have Club Membership and will not continue to accumulate maintenance fees or club dues. However, this does not relieve them of any outstanding balance of maintenance fees that is on their account. Please have the ****** family contact the ***************************** at ************, Monday through Friday, from 8:00 a.m. to 5:00 p.m. and the 2nd and 4th Saturday of the month from 8:00 a.m. to 12:00 p.m. (EST) for settlement offers on their account.
Initial Complaint
06/21/2024
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 attempted to resolve directly with Capital Vacations, but they have continued to ignore me or bully me into making payments. I have been arguing with Capital Vacations since my mother passed in 2022 as she was the primary ownership. Capital Vacations showed zero remorse and continued to demand payments. Before her passing we continued to share our complaints directly in regards to the broken promises and failure to meet expectations, but they were quickly dismissed behind you signed. At this time they have deleted all beneficiary rights, but continue to demand payments. They will not terminate our account and continue their extortion attempts. We do not know where to turn.
Business response
07/01/2024
We apologize if ****************** experience with Capital Vacations did not meet his expectations. We reached out to the owner on June 27, 2024, but were unable to reach ****************** or leave contact information. We have previously responded to the owners request to end his ownership with Capital Vacations, letting him know that he has to pay his loan and maintenance fees in full to qualify for the Graceful Exit Program. ****************** can reach out to ********* Services at ************** Monday through Friday, 8 a.m. to 5 p.m. (EST) to discuss account balances and possible settlement options.
Customer response
07/02/2024

Complaint: 21879590

I am rejecting this response because: I had tried to work with *********************. He was very rude and did not care about my situation at all. This company lied to me and my parents tricking us into buying a property that they said we could sell. I have stopped communicating with them by phone because of how rude their sales associates are and the harassment we get and threats to my credit score.. I have been in the email conversation with *************** with customer relations who stopped answering my emails about a month ago. And even then the two or three emails we had it would take him multiple months to respond to me.

Sincerely,

****** *******
Business response
07/09/2024
Capital Vacations stands by its previous responses to ****************** allegations repeated in this rebuttal complaint. Consequently, it remains CVs position that there were no violations in connection with ****************** timeshare purchases, and ***************** entered into a legally binding contract with our company. Please have ****************** call ********* Services, Monday through Friday, 8 a.m. to 5 p.m., at **************, to discuss account balance and possible settlement options.
Customer response
07/10/2024

Complaint: 21879590

Capital Vacations has not resolved the inquiry and still continues to avoid doing any type of internal investigation into the situation. Their entire stance is a piece of paper and in no way reflects what actually happened. I am appalled that a company can stand by and encourage using a family member's death as an opportunity to get someone else attached to the contract and sell more. There is an expected level of trust in any transaction. Capital Vacations has violated every level of courtesy and trust with my family. I would minimally expect Capital to investigate, even if it is not my issue, I would hate for another family to be impacted as we were.
I am rejecting this response because:

Sincerely,

****** *******
Business response
07/11/2024
Capital Vacations stand by its previous responses to ****************** and will only address his new allegations. As ****************** stated we have previously communicated with him by email that he does not qualify for our Graceful Exit program due to his open loan and maintenance fees due. When reviewing the ******* family account ****************** is listed as a purchaser on the Club Purchase Agreement from November 20, 2018, as well as his mother that was acknowledged and signed by both in ************ SC.While we apologize for the loss of his mother, ****************** still entered into a legally binding contract. As ****************** stated, he was deleted as a Member Beneficiary, this is correct due to non-payment.He will no longer accrue additional Participation Fees. However, ****************** is still liable for outstanding Participation Fees and for his loan payments that will continue to accrue interest per their Promissory Note and contract.
We respect that ****************** does not agree with our response, but our position remains the same. ****************** can reach out to ********* Services at *************, Monday through Friday, 8 a.m. to 5 p.m., to discuss possible settlement options for his account.
Customer response
07/15/2024

Complaint: 21879590

I am rejecting this response because:
Capital Vacations is again not addressing the root of the issue and continues to avoid answering my complaints. We were advised on what we wanted and ultimately trusted Capital Vacations to help guide us to the best decision. We were completely taken advantage of and only used as a **** in their scam. I will continue to pursue this complete injustice from Capital Vacations on my family. I would like to inquire that if my beneficiary rights have been terminated, why am I still considered an owner? If Capital is not responsible for the loan then why do I have any ownership or association with Capital Vacations. I want nothing to do with this company.

Sincerely,

****** *******
Initial Complaint
06/19/2024
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 were lied to during the presentations and sales pitches.We were not able to test the claim because their internet was down at the time.We only had a small window to leave deal and our meeting with them was outside of that window. Have been misled throughout entire deal
Business response
07/01/2024
We apologize if the ****** familys experience with Capital Vacations did not meet their expectations. Fortunately, we were able to contact the ****** family on June 20, 2024. During our conversation we discussed with the ****** family their complaint about their sales presentation. We offered to cancel their contract. If the ****** family wish to proceed with this offer, please have them call back to *********************** at ********************, on Monday through Friday, from 9:30 a.m. to 6:00 p.m. (EST).
Initial Complaint
06/17/2024
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.
on June 9th we attended the **** ******************************* sold us a vacation package for ****** and said all we had to do was play two rounds of golf in SC at one of the places they had and we got everything included a cruise , tickets to an event, 4 nights in a hotel in ** and a condo stay, but we had to play two rouds of golf and he said it was all inclluded in the 299. I called to book with the number they gave me and told me no golf was included and i had to pay more money. I told ************************* who i spoke with i just wanted my money back and she said yes she understood and that she put it in the system and compliance would call me and refund me the money. It has been a week and I have called multiple times and left messages and no one has called me back.
Business response
06/18/2024
Dear ****** family,
We apologize if the ****** familys experience with Capital Vacations did not meet their expectations. We have refunded the customers here is the reference number ************, if you have any questions, please contact the ******************** and they will be happy to assist you.
************
Marketing Hours are Monday Friday 9am 8pm CST and Saturdays from 9am 12pm CST

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