Complaints

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:09/22/2022

  Type:Product 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.

  The representative Tony informed me that if I renewed my annual membership for 3 years, that I would receive a certificate for a 7 day all-inclusive resort stay. He said all I would have to pay is taxes and fees, no resort fee. When I went to book my stay at El Cid Riviera Maya for February, I was told I would have to pay $1000+. I said this is supposed to be a free week, only paying taxes/fees. The lady on the phone said it was a 70% discount certificate. I said that's NOT what was stated at the time of sale. I then talked with Tony again and he tried to say that the $1000 WAS the taxes/fees for that time of year. So I then called the resort myself and was told by the reservations department that there are no taxes/fees, only the cost of the room (everything is rolled into the cost of the room). I called Tony back and left messages for him to call me. I then called and tried speaking with another agent who said she submitted my concerns to Tony and he would call me back in 10 minutes as he is on the phone with another client. A hour later I called back asking for a supervisor and the guy was rude on the phone and said I'm only paying for the all-inclusive price. Again, a different story as to what I'm actually having to pay. I explained again that was NOT the terms of the agreement. He said some other rude things and then said Tony was in a meeting and would call me back. I said he was supposed to call me back in 10 minutes an hour ago. The guy and I exchanged words and I told him I wanted my money back because Tony lied about the terms of the agreement. I also said I wanted a call back from Tony TODAY. So basically I was lied to in order for him to make a sale. I simply want my money back and I can renew my membership when it's due on an annual basis. Tony is not calling me back. He is avoiding and everyone there keeps punting me back to Tony instead of resolving my issue. Tony is a liar. Those calls are recorded for quality assurance so there's a record.

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 5, 2022/10/07) */ October 7, 2022 BETTER BUSINESS BUREAU Dispute Resolution Department North Central Texas REFERENCE CASE #XXXXXXXX To whom it may concern: Thank you for the opportunity for Limitless Vacations to respond to the complaints filed by the Complainant in the above referenced case #. Our records indicate: In 2020, the Complainant paid an extension fee of $693.00 for 3-year extension of the original agreement. As an incentive for doing so, the Complainant was provided 2 Certificates each for a 7-night stay at a Vida Vacations Grand Mayan resort. FEBRUARY 19, 2022: The Complainant utilized the above 2 certificates and stayed at the Grand Mayan hotel, whereby the Complainant attended a sales presentation with Limitless Vacations and purchased vacation membership ICEXXXXX and the purchase price for this membership was $8,950.00. APRIL 6: The Complainant telephoned Vida Vacations and it was reviewed that they had 10 Resort Weeks to be used with Vida Vacations over the next 10 years. All other benefits were with Limitless Vacations. APRIL 28: The Complainant telephoned Vida Vacations to reserve their "Complimentary Week" which is part of their agreement. Vida Vacations informed the Complainant that this week is to be reserved with Limitless Vacations. MAY 10: The Complainants telephoned Vida Vacations to schedule shuttle service for their upcoming reservation for October 22-29, 2022, at the Vida Vacation resort in Nuevo Vallarta. However, this reservation has since been cancelled. SEPTEMBER 8: The Complainants telephoned Vida Vacations to inquire about their account. The Representative provided the current Use Fees when using any of the Resort Weeks with Vida Vacations. The Complainant inquired about the Premium Weeks in the agreement and the Representative advised the Complainant would need to contact Limitless Vacations for information for those weeks are with Limitless Vacations-not Vida Vacations. As per the filed complaints, the Complainants received a certificate for a 7-day all inclusive "resort stay". The certificate provided for accommodations only and did not cover the "all-inclusive fee" which was $1,130.00. The Complainant has booked this Certificate at the El Cid resort in the Riviera Maya for February 2023. In reviewing the telephone call with Tony, it was mentioned to the member that the certificate was to cover for Lodging but not the all-inclusive-and this was mentioned twice during the call. Taxes were never mentioned in the call. As per the signed and initialed Purchaser's Acknowledgment, the member can cancel the agreement, but the initial participation fee is non-refundable. Limitless Vacations is not in breach of the signed Purchaser's Acknowledgment. Limitless Vacations is willing and able to provide all the benefits as indicated in the language of the agreement. We thank you for the opportunity to clarify the facts in this case by providing the most current information in this matter. Sincerely, Limitless Vacations Riviera Maya

• Initial Complaint

  Date:09/13/2022

  Type:Product 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.

  This company scammed my husband and i into paying them over $8k to the tune of $8,950 in total. A long with all the interest that this amount has racked up since the beginning of us disputing this charge. The company limitless vacations, aka Vidanta, aka vida vacations must have so many names to try and confuse consumers when they go to dispute the charges. I am filing here on bbb as well as with the Mexican authorities. They claim that we can rent 3 bedrooms all over the world for a max of $299. Upon review of this we found 2 locations in the entire United States and 3 in Mexico where the vacation company is located. To me this should be a no brainer with all the evidence we have against them and them signing the same form that we did that states we would be able "thousands of 3 bedrooms all over the world for $299 max and the smaller rooms would be less" this was a lie. Stay away and finding out that others got the same package for less than half of what we paid just shows that they are even bigger scam artists than I thought. My family and I are not rich by any means we were just hyped up on vacations and if it had been legit this would have been more than worth it. We are asking for a full refund, we will not stop until this happens and the Mexican authorities have told me that we are not the first to ask for this and there have been others that have received a refund in full.

  Business Response

  Date: 12/28/2022

  Business Response /* (1000, 5, 2022/09/27) */ September 27, 2022 BETTER BUSINESS BUREAU Dispute Resolution Department North Central Texas CASE REFERENCE #XXXXXXXX To whom it may concern: Thank you for this opportunity for Limitless Vacations to respond to the complaints issued by the above Complainants in the above referenced case #. Our records indicate: On March 20, 2022, the Complainants attended a sales presentation with Limitless Vacations located at the Vida Vacations Resort in the Riviera Maya. The Complainants chose to purchase a membership with Limitless Vacations. This is a "Tier 4" level membership which a portion of this membership provides the Complainants with an opportunity to reserve 10 Vida Vacation Resort weeks within the first 10 years of their membership. (See attached signed Purchaser's Acknowledgment). With their Limitless Vacations membership, they are provided "2 Weeks" every year in resorts, condos, or villas from studios to multiple bedrooms, whereby prices can be $299.00 or less. As per their signed Purchaser's Acknowledgment, which states: "All reservations are based upon space availability." All inventory fluctuates based on time of year, booking window and locations. It does not specify specific locations, dates, or the number of availability inventory. The Purchaser's Acknowledgement does not specify "thousands of 3 bedrooms all over the world for $299 max and the smaller rooms would be less". As stated in the signed Purchaser's Acknowledgment of the Complainants, page 2-(see attached): "No other verbal or written promises have been made in connection with this transaction and that no alterations or erasures shall modify the terms and conditions of these related documents". LV can only perform on the terms and conditions stated in the signed Purchaser's Acknowledgment. The Complainants state they only found 2 locations in the entire United States and 3 in Mexico. Please see attached weeks under $299.00 obtained from the LV website for the various locations. MEXICO: Zapopan-1 bedroom condo-3 dates Playa del Carmen, Quintana Roo-2 different resorts in a One-Bedroom condo-8 different dates in total San Cristobal-in a studio unit-5 different dates DOMINICAN REPUBLIC: 2 Bedroom condo-2 different dates 1 Bedroom condo-2 different dates USA: Arizona- 2-Bedroom condo Kissimmee, Florida-studio- 4 different dates Arkinsas-1 Bedroom condo-2 different dates Maryland-1-Bedroom condo-2 different dates Wisconsin-1-Bedroom condo-2 different dates ARGENTINA: 1 Bedroom condo-2 different dates Studio condo-4 different dates. NOTE: Inventory fluctuates on a monthly basis, so results may vary depending on the search date, location, check in dates, size of unit, etc. The above availabilities are within the next 4-6 weeks, and more options may come available as time goes further out. The Complainants also state that "others got the same package for less than half of what we paid...", is not a true statement. LV has 4 LEVELS of membership, and each level has a designated number of Resort Weeks, Premium Weeks, Cruise Certificates, Cruise Rewards, etc. based on the LEVEL. The Complainants have Tier 4. It is possible another member would have paid less, but it would have been because it was for a Tier below them, which would have less benefits. On June 6, as the Complainant referenced, LV was in receipt of a credit card dispute filed by the Complainant. LV has submitted a rebuttal and the banks provide a timeframe of 180 days to determine a final outcome. In the event the bank rules in favor of the Complainant, they will receive a full refund and LV will cancel the Agreement. However, in the event the bank rules in favor of the merchant, LV will retain the disputed monies, and the Complainant's membership will remain active until such time as they chose not to renew. In the rebuttal, LV has provided evidence of the signed Purchaser's Acknowledgement that as per their agreement which states in this clause, initialed by the Complainants: "I/We may cancel the Limitless Vacations Membership at any time, but my initial membership participation fee is non-refundable". To date-LV is still waiting the ruling as determined by the bank's decision within the 180-day timeframe. Limitless Vacations is not in breach of the signed Purchaser's Acknowledgment. Limitless Vacations is able and willing to provide all the benefits as indicated in the language of the signed agreement. We thank you for this opportunity to clarify the facts in this case by providing the most current information in this matter. Sincerely, Limitless Vacations Riviera Maya Consumer Response /* (3000, 7, 2022/10/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) My husband submitted original complaint but failed to include key information for reasoning of why I believe we deserve a full refund. They get away with selling a lie because in reality they use the loophole "subject to availability". And technically nothing ever has to be available and you've paid thousands of dollars for nothing of use. They post these rooms that are not able to be found when logging in as a member. You first open the site and when going to these weeks that are supposed to be "$299 and under" , it is now "weeks $499 and under". It lists "27,684 weeks at 1029 resorts as of today, which I understand is "subject to availability. However there is not a single week that is $299 or under. Not only that, the majority of these 1,029 resorts have no availability. This is one reason, we feel a refund is deserved. The second reason is, has we known or had access to the website from day one, we would have canceled immediately by legally required rescission period. They tell you you have access in 30 days to be sure those who purchase are out of that window. We requested our access early just because I started to become leery after reading reviews, but they were sure not to respond until after the 30 days. So again, we purchased March 20th 2022, we requested April 15th, and they responded April 22nd. I am certain that's why they do business this way. Anyone in there right mind would cancel once they realized what was shown in presentation is not what is available. I disputed with my credit card company because limitless vacations declined refund of original purchase price and will only allow you to cancel and no longer pay the annual membership fee. This is bad business all the way around. This was a purchase we spend $8950 on right after my birthday and we are not wealthy by any means. I am asking for a refund in that amount, as we were highly misled. I am attach various photos of examples of weeks available, none of which are $299 and below. Business Response /* (4000, 9, 2022/10/14) */ October 14, 2022 BETTER BUSINESS BUREAU Dispute Resolution Department North Central Texas REFERENCE CASE #XXXXXXXX To whom it may concern; Thank you for another opportunity to further respond to the complaints issued by the above Complainants in the above referenced Case#. In response to the Complainants comments that there is not a single week that is $299 or under is FALSE. As was provided in the last complaint, a list of several accommodations in the USA and other countries, for $299 and less with several date options available. As previously mentioned as well, all reservations are based on availability, as is usually the case with ANY travel membership. The member is not correct in requesting their login credentials early, there is no record of this request. They were provided their login credentials on March 29th, 9 days after their purchase date. June 6, 2022-Limitless Vacations was in receipt of a credit card dispute filed by the Complainants, to which Limitless Vacations has provided a response to the bank, as per the banking protocols. The banks provide a 180-day timeframe to provide a final ruling on the dispute. In the event the bank rules in favor of the Complainant, they will receive a full refund and LV will cancel the Agreement. However, in the event the bank rules in favor of the merchant, LV will retain the disputed monies, and the Complainant's membership will remain active until such time as they chose not to renew. In the rebuttal, LV has provided evidence of the signed Purchaser's Acknowledgement that as per their agreement which states in this clause, initialed by the Complainants: "I/We may cancel the Limitless Vacations Membership at any time, but my initial membership participation fee is non-refundable". To date-LV must await the ruling determined by the bank's decision within the 180-day timeframe, which will be December 6th, unless a ruling is made beforehand. The Complainants comments that "will only allow you to cancel and no longer pay the annual membership fee", does not make sense. In the event the contract is cancelled, (in this case if the bank rules in favor of the cardholder), there would be no active membership, therefore, the renewal fee would be a moot point. Limitless Vacations will contact the Complainants once a ruling has been determined by the bank and will act accordingly to this ruling as previously outlined in the prior response. We thank you for this opportunity to further provide ongoing information in this case. Sincerely Limitless Vacations Riviera Maya

• Initial Complaint

  Date:09/12/2022

  Type:Product 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.

  While on vacation in Puerto Vallarta, Mexico my husband and I purchased a 10 years membership with Limitless Vacations. Contract # INEXXXXX, Member(s) ID XXXXXXX, date March 31, 2022 amount $ 8950.00. During the sales presentation 6 hours plus we tried several times to leave, however we're not able to because the salesman had taken our passports. We asked for them and the answer was we will have them returned to you shortly, which did not happen. I was told to call as soon as I could when we returned home to book our complimentary two bedroom suite and at that time I could also book another week. Either a two bedroom or a one bedroom whatever I wanted to do. I did this and was given the run around calling different phone numbers only to be told the inventory was not up yet, call back in August. Today I called and was told that I could not stay two weeks, only one week always. The Vidanta did not allow this again trying several different phone numbers. I also learned I only had one week per year for the next 10 years. The contract we signed states 30 premium weeks starting at $ 299.00 per week, and two weeks per year. Today I was quoted the cost of a week was 1,500.00, $ 99.00 booking fee and resort fee of $ 150.00. I checked three different resorts and they were within $50.00 of all being the same price. Alex Arciniega misrepresented the contract and my husband Garren E. Hunt and I are asking for full refund $ 8950.00 The contract we signed is not being honored. The staff is very smooth keeping passports, miss information and quickly taking you to the main office for your signature. We have all the paperwork if needed and if we do not get refunded we will file fraud with our credit card company. This is what I think of when I hear scam. I am not able to upload however, I can take copies if you need and send or fax them.

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/09/28) */ September 28, 2022 BETTER BUSINESS BUREAU Dispute Resolution Department North Central Texas REFERENCE #XXXXXXXX To whom it may concern; Thank you for the opportunity for Limitless Vacations to respond to the complaints issued by the Complainant in the above Case Reference #. On March 31, 2022, the Complainant and the Complainant's spouse attended a sales presentation with Limitless Vacations while being guests at the Mayan Palace Resort in Puerto Vallarta. They made a voluntary choice to purchase a membership with Limitless Vacations. The purchase price of this membership was $8,950.00USD. In the complaint, the Complainant indicated they tried to leave several times but were not able to because the salesman had taken their passports. When the members make a commitment to purchase a membership, they are asked for a credit card for the payment and an ID (driver´s license or passport) to verify their identification. The contract desk is in the same room that the Complainant and the Complainant's spouse were, so their passports were not in jeopardy. If they wanted to leave and not make a purchase, they certainly had that option. As part of their membership with Limitless Vacations, they have 10 Resort Weeks which may be reserved over the first 10 years at any Vida Vacation resort, in any size unit-paying the current Use Fee according to the unit type and resort. The membership also provides one Complimentary Week which may be reserved May to October. All these weeks are to be reserved 150 days in advance. (See attached Purchaser's Acknowledgment) In addition, the membership provides with Limitless Vacations: 2 weeks every year in a condo, villa, or resort for $299.00 or less. 30 Premium Weeks starting at $299.00 per week As with all purchases, the member's purchase is verified with a Member Services Representative to confirm the members have all that was presented and negotiated and that they have all the required documents. The Complainant never mentioned being upset about their passports being held or that they were wanting to leave the presentation. On the contrary, they were very happy and excited about their purchase during the verification process. The Complainant requested a late check out as they had a later flight, and this was provided for them. In the complaint, the Complainant indicated that they only had 1 week for 10 years. This is not a true statement. With the Resort Weeks they are able to reserve any of the 10 Resort Weeks either one week per year or multiple weeks in any given year and once the 10 weeks have been used, there are no more weeks regardless of the timeframe. The Complainant was trying to reserve the Complimentary Week plus one Resort week consecutively for May 2023 when calling LV on May 23, June 21, and September 12th. The LV agent informed the Complainant that there was no availability as the request was beyond the 150-day policy. As per the signed Purchaser's Acknowledgement, all reservations are based on availability. In the complaint, the Complainant mentions being quoted a fee of $1,500.00 for a week, plus a $99.00 booking fee and a resort fee of $150.00. A Member Services Representative informed the Complainant that the $99.00 fee is a protection fee in the event the member has to cancel a reservation within 30 days of the check in date and they would not lose the week nor incur additional fees. As far as a Resort Fee, this may or may not be applicable, depending on any individual resort policy. Vida Vacation does not impose a Resort Fee for members of LV. If the member was trying to reserve a Premium Week, as noted in the Purchaser´s Acknowledgment, these weeks have a starting price of $299.00 and higher. The Complainant has indicated that the contract is not being honored. This is not a true statement. The Complainant was trying to reserve weeks outside of the booking window clearly indicated in the contract, initialed, and signed by both parties. The Member Services Representative offered to assist the Complainant with the reservations once the 150-day booking window is in effect. It was suggested to reserve the Complimentary Week first with Limitless Vacations and then once confirmed, contact Vida Vacations to reserve the second week using one of the resort weeks. The Complainant is asking for a refund, however, as per the signed Purchaser's Acknowledgment, once again, initialed and signed by both parties, the contract may be cancelled, however, the initial participation fee (purchase price) is non-refundable (See attached Purchaser's Acknowledgment - page 2). Limitless Vacations is not in breach of the signed and initialed Purchaser's Acknowledgment. LV is willing and able to provide all the amenities and benefits as per the language of the contract. We thank you for the opportunity to clarify the facts in this case by providing the most current information in this matter. Sincerely, Limitless Vacations Puerto Vallarta Consumer Response /* (2000, 7, 2022/09/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) Resolution has been satisfied.

• Initial Complaint

  Date:09/07/2022

  Type:Product 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.

  My wife and I took our honeymoon to the Riviera Maya in Mexico at the beginning of July. We were gifted a week of a timeshare through a family member and were able to stay at Vidanta Riviera Maya. We got in late at night and were told that night, if we agreed to attend a "presentation" the next day, they would give us credit to use at the resort. They told us it would be one hour and there was no obligation to purchase anything, we just needed to go to get the credit. When we got there the next morning (July 3), they took us to breakfast and began their "presentation" after. The presentation was long, pressuring, and made it so we felt we couldn't say no to them. When we said no to someone, she took a different angle. When we kept telling her no, she brought in another person to try and persuade. This all was happening on the first morning of our honeymoon and we were there for over four hours. We reluctantly agreed to purchase a Tier 1 vacation package for $2900. Once everything was over, they told us we could expect an email with all of the information regarding our package in one month. We have yet to hear anything from them. After multiple attempts to contact Vida Vacations, we still haven't heard a single thing. We are beginning to feel hopeless and aren't sure what to do. At this point, we just want our contract voided and want a refund. We don't want the free weeks, the cruise packages, or anything else they promised us. We don't trust anything about this business and don't want anything to do with them. However, we want our money back since they've gone months without giving us any information on what we purchased.

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/09/21) */ September 21, 2022 BETTER BUSINESS BUREAU Dispute Resolution Department North Central Texas CASE REFERENCE #XXXXXXXX To whom it may concern: Thank you for the opportunity to for Limitless Vacations to respond to the complaints issued by the Complainant in the above referenced Case #. Our records indicate: On July 2, 2022-the Complainants arrived at the Vida Vacations Resort in the Riviera Maya. They were invited to attend a sales presentation for the next day, with no obligation to make any purchase. For taking time to attend the presentation, they would be eligible for credits to their account to be used at the resort. On July 3, the Complainants attended the sales presentation and by their own accord and chose to purchase a vacation membership with Limitless Vacations. The purchase price of the membership was $2,900.00USD. In the complaint, the Complainant indicates that they felt they couldn´t say "no". This is not a true statement. Limitless Vacations processes 100s of tours on any given week and unfortunately, for Limitless Vacations, not every tour purchases a membership. There are many guests who choose to say "no thank you" for the opportunity and leave the presentation. The Complainants also had this same option and opportunity. Being that the Complainants are educated teachers; it would stand to reason they are used to being in control of their environment and would be able to make this decision and be forthright in their stance. The Complainants indicated not having received an email with information (login credentials), within a month. Limitless Vacations informs members that very often because of the nature of the email, that these emails often go to members' spam or junk folders. On September 7th, in response to this BBB Complaint notification, a Member Services Representative contacted the Complainants to assist them with their membership. Since they indicated not having received their log in credentials, the Representative notified the Administrator to re-send their login credentials. Note: our system indicates their membership was "activated" on July 11th, whereby Limitless Vacation´s system automatically generates and sends a Welcome email on that date with the login credentials. On September 13th, the Administrative Department re-sent the login credentials to the Complainants. The Complainants indicated that they made several attempts to contact "Vida Vacations" and they never heard a reply. This is a false statement. The LV Representative verified with Vida Vacations to discern if any communications were received by the Complainants and Vida Vacations indicated no communications had been received. Although the Complainants do have a component whereby, they have access to reserve 2 Weeks at a Vida Vacations resort, their membership is with "Limitless Vacations"-not Vida Vacations. NOTE: These 2 Resort Weeks were accessible from the date of purchase. They did not require their LV login credentials to utilize these weeks. The Complainant's closing comments indicated that "they have gone months without giving us any information on what we purchased". This is a false statement. On the day of purchase, the Complainants received their agreement documents (as stated in the first clause of the attached Purchaser's Acknowledgement) along with contact details in the event they required assistance. The Complainants have indicated a request to cancel their membership and have the money paid for it returned. Unfortunately, as per their signed Purchaser's Acknowledgement (see attached), it states: "I/We may cancel the Limitless Vacations Membership at any time, but my initial membership participation fee is non-refundable". (See attached signed and initialed document). Limitless Vacations is not in breach of the signed Purchaser's Acknowledgment. Limitless Vacations is able and willing to provide all the benefits as indicated in their Agreement. The Complainants have been provided access to the LV website; therefore, the Complainants have total access to their membership. We thank you for the opportunity to clarify the facts in this case by providing the most current information in this matter. Sincerely, Limitless Vacations Riviera Maya

• Initial Complaint

  Date:08/31/2022

  Type:Billing 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 hope the BBB can help me with my timeshare, Grupo Mayan (Vida Vacations/Vidanta). Originally, I had a timeshare with Diamond. I purchased Vidanta in January 2021 based on the promise they would sell my Diamond timeshare. The sales rep kept telling me that I should be released from Diamond in 180 days. Turns out "Sell My Timeshare Now" is in charge of selling my Diamond timeshare, and to this date, it has not been sold. I was in Cabo San Lucas in January 2022 and met with a representative to complain about my Diamond timeshare not being sold. When dealing with SMTN, I was given a choice as to disposing with no financial recovery or disposing of with recovery. Obviously, I want my money back. The rep stated that it was my GREED that caused the problem. The property I was purchasing from Vidanta is scheduled for completion in 2023. The sales rep tried to get me to pay $25,000 to Vidanta and the maintenance fees for Diamond and Vidanta would be eliminated. At this point, I stood up, thanking him for his time, and walked away. I was accused of being rude. The only reason I purchased Vidanta was to sell off the Diamond timeshare. My timeshare is paid for and I want this mess closed.

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 5, 2022/09/14) */ September 14, 2022 BETTER BUSINESS BUREAU Dispute Resolution Department North Central Texas CASE REFERENCE #XXXXXXXX To whom it may concern: Thank you for the opportunity for Vida Vacations to respond to the complaints issued by the Complainant in the above referenced Case #. On January 20, 2021, the Complainant attended a sales presentation at the Vida Vacations Resort at the Los Cabos Resort. Upon reviewing the benefits of membership with Vida Vacations, the Complainant chose to purchase a vacation membership with Vida Vacations. As part of the negotiations, the Complainant negotiated to trade in his timeshare-Diamond Resorts. The Complainant received an equity credit of USD$105,000.00 for his Diamond Resort timeshare towards the purchase of his Vida Vacations contract. (See attached Equity Value Agreement, EVA). This document indicates that the Owner is transferring the rights of ownership and all financial obligations thereof. This is NOT an agreement to SELL the timeshare whereby the Owner (Complainant) would receive any profits. This transaction is conducted by an outside third-party, namely, Timeshare Resale Marketing (TRM), who facilitates the transfer of ownership from the Owner(s) named on the EVA. The Owner (Complainant) pays to TRM a transfer fee of $1,879.00 for their services to complete the transfer of the ownership title of the timeshare. This document was reviewed during the final verification process, conducted by a Member Services Representative of Vida Vacations. The Complainant was responsible for any maintenance fees, taxes, and/or any assessments billed within 150 days that TRM would receive the final transfer documents. On March 3, 2021, the Complainant made a secondary agreement with TRM whereby the Complainant would retain ownership of the timeshare (See attached TRM Retention Contract). This secondary agreement is a private negotiation between the Complainant and TRM and is independent of Vida Vacations. This Retention Agreement thus cancelled the EVA the Complainant originally signed at the point of sale but in no way affected the equity credit received at the point of sale (See attached documents signed by the Complainant). The Complainant paid a retention fee of $12,996.00 to TRM to retain the Diamond Resort timeshare, providing the Complainant access to market said timeshare in order to obtain profits from the sale. On April 8, 2021, the Complainant signed an agreement with "Sell My Timeshare Now" (SMTN), which is a subsidiary of TRM. The Complainant paid SMTN a subscription fee of $7,996.00 for timeshare resale and/or timeshare rental advertising services on the website of SMTN. In this agreement, it does state that in the event the timeshare does not sell by the end of the advertising subscription, the Owner has the right to renew, at no extra charge, the advertisement and continue to renew on a monthly basis, until the timeshare is sold. As stated on Page 2 of the SMTN agreement, the sale of the timeshare is not guaranteed. This outside agreement is independent of Vida Vacations and Vida Vacations is not responsible for any outcome derived from the outside agreements initiated with either of these 2 outside parties. As a goodwill gesture, Vida Vacations has requested that SMTN have an agent contact the Complainant to review and assist in any way or at the very least, remind the Complainant of the final agreement. Had the Complainant continued with the original EVA with TRM, the Diamond Resort timeshare would have been transferred out of the Complaint's name and all financial obligations accordingly as was initially intended. As stated previously, the Complainant would not have received any profits from this transaction. However, the Complainant chose to retain the rights to the timeshare in order to market the timeshare to receive profits when the timeshare sold. Since he has now signed and paid for a third-party to provide these services, his complaint is not and should not be directed to Vida Vacations. Vida Vacations did not counsel, advise or suggest the Complainant take any other action than what was negotiated at the point of sale. Vida Vacations is not in breach of the contract signed by the Complainant and thanks you for the opportunity to clarify the status and facts in this matter. Sincerely, Vida Vacations Member Services

• Initial Complaint

  Date:08/28/2022

  Type:Sales and Advertising 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 went to the Cancun Area on vacation stopped by the Vidanta Resort we were aggressively and really forced into purchasing from them we spoke to 3 sales people who would not take NO for an answer, so we finally agreed. Now that we want to use what we "purchased" we can't even get a hold of anyone! They gave us a voucher and it now says it's EXPIRED! When this agreement it suppose to be valid through 2029. They said paperwork would arrive via mail and email which is why we've waited and nothing has come now we can't get a hold of anyone! We paid $6,550.00 for contract # ***XXXXX. They did nothing but scam us.

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/09/08) */ September 8, 2022 BETTER BUSINESS BUREAU Dispute Resolution Department North Central Texas CASE REFERENCE #XXXXXXXX To whom it may concern: Thank you for the opportunity for Limitless Vacations to respond to the complaint issued by the Complainant in the above referenced Case #. On May 24, 2022, the Complainant and partner of the Complainant, attended a sales presentation with Limitless Vacations at the Vida Vacations Resort in the Riviera Maya. In the complaint, the Complainant comments they were aggressively and really forced into purchasing...who would not take no for an answer. This is not a true statement. All guests invited to attend a sales presentation with Limitless Vacations are NOT OBLIGATED to purchase anything. In fact, considering the numerous numbers of tours that Limitless Vacations has on a daily basis, there are a significant number of guests who choose NOT to make a purchase and continue on their vacation. The Complainant and the partner certainly had this choice as well. Upon receipt of the complaint, a Member Services Representative emailed the Complainant as there had been no communications received, by phone or emails, from the Complainant or the co-owner. (See attached screenshot of the Complainants portfolio). The Complainant also indicated having received a "voucher" which has expired. The Representative has inquired with the Complainant to provide what type of voucher they are referring to. Some guests are provided various vouchers for their time attending the presentation. These vouchers are all time-sensitive and if not activated according to instructions, they will expire. If the Complainant would provide which voucher is in reference, Limitless Vacations would be more than happy to send a replacement, but we need to know which voucher is in question. The Complainant has declined to provide what type of voucher they received and has only indicated to cancel their purchase. The Complainant indicated the membership is supposed to be valid through 2029. This is partially true. As part of their membership, they have 7 Resort Weeks which may be used at any Vida Vacations Resort within the first 7 years. However, they still have all their Limitless Vacations benefits, providing they maintain their membership by paying the annual renewal fee. The Complainant indicated they have been waiting for their paperwork which would arrive by mail or email which is why they have waited... This is not a true statement. Limitless Vacations is a web-based membership, and all members are provided their contract documents at the point of sale, after a recorded verification of their purchase has been completed. Limitless Vacations only emails members their login credentials within 30 days of the purchase date. Our records indicate that their membership was activated on June 1st, and the system automatically generated a welcome email with this information to the Complainant. (See attached screenshot of their activation) Neither Limitless Vacations nor Vida Vacations have any record of the Complainant(s) contacting either party. As mentioned above, Limitless Vacations would be more than happy to replace the expired vouchers once the Complainant responds and indicates what type of voucher they are referring to. Limitless Vacations is not in breach of the signed Purchaser's Acknowledgment. This is most certainly not a scam as indicated by the Complainant. As per the Purchaser's Acknowledgment, the Complainant's membership can be cancelled, however, there is a no refund policy (See attached Purchaser's Acknowledgment). This was initialed and signed by the Complainant and the co-member. Limitless Vacations thanks you for the opportunity to clarify the most current information and facts in this matter. Sincerely, Limitless Vacations Member Services

• Initial Complaint

  Date:08/22/2022

  Type:Product 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 attended a timeshare presentation with Vida Vacations on August 5. They gave me a sales rep to help me. At first I was excited and happy because I was told while negotiating things for the package that I could stay at 165 a week for 2 weeks at a resort like the Vidanta Resort. This was a special arrangement given by the Supervisor Ian Arouesty. I am fully aware of the SFX option at 169 for unlimited stays but the supervisor offered 165 a week for 2 weeks at a resort. He now denies offering me that and I complained to member services about it and was working with Katelynn zepeda about it. She kept asking to show paperwork of this arrangement. I advised to her I signed all the paperwork but since he verbally told me this other arrangement evidently it is not on paper . Me and her kept going back and forth and were not getting anywhere on the phone because she kept interrupting me on the phone. I would have never signed the contract if I was not offered the 165 for 2 weeks at a resort like the Vidanta. They kept saying I was confused and I advised I know exactly what Ian told me. Maybe he did to try to lure me into the deal but I did call today to cancel because I am not being treated fairly. I asked Katelynn about the down payment I paid for $1197.00. I asked for a refund but she said it was outside of the allowed time. I told her I was going to escalate the issue because I have been asking since August 13th about this matter because I an the supervisor has not always communicated on whatsapp to me in a timely manner. The sad thing is I had already bough a plane ticket to come back in October thinking it was going to be the 165 a week but again when I called it was 825 for the week. So the wanted outcome is a refund truly if not then a credit toward a week stay with all inclusive food would suffice. Again had I never been told about 165 a week for 2 weeks I would have never signed the contract for sure. What people verbally say does matter.

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/08/26) */ August 26, 2022 BETTER BUSINESS BUREAU Dispute Resolution Department North Central Texas CASE FILE#XXXXXXXX To whom it may concern: Thank you for the opportunity for Vida Vacations to respond to the complaint issued by the Complainant in the above referenced Case #. AUGUST 5, 2022: The above Complainant attended a sales presentation at the Vida Vacations Resort in Nuevo Vallarta and purchased a vacation membership. This membership has no mandatory fees and members only pay for the contractual inventory provided by their contract upon making a reservation. Vida Vacations has established mandatory contract verification procedures conducted (recorded by both audio and video) by a Member Services Representative. The most relevant information on the contract is reviewed with the Members and their signatures and initials verify their agreement and understanding of the contractual documentation. The Complainant was asked specific questions regarding the main constituents of the contract and to verify the Complainant had read, understood and in agreement with the contract signed. As part of the membership, the Complainant received a supplemental membership with a 3rd party, namely San Francisco Exchange (SFX). With this membership and as a special incentive, the Complainant received "2 Vida Weeks" every year to use in any resort in the SFX exchange network (outside of Vida Vacations resorts). The price of these weeks is based on the booking window time and size of the unit requested. The lowest of which is in a studio unit reserved 30 days or less from check in and the price is $169.00 per week. (See attached screenshot from the SFX website). This special incentive was offered to the Complainant authorized by the Sales Manager. AUGUST 6: The Complainant telephoned Vida Vacations Reservation department to book a vacation in Miami. The Representative informed him, Vida Vacations' resorts are only in Mexico. Advised when his supplementary membership (SFX) is activated, he can contact them and make a request. AUGUST 20: The Complainant telephoned Vida Vacations claiming that he was told he could book weeks at a rate of $199.00. The agent reviewed that the rate for the Mayan Palace studio was $950.00 per week as per his contract. The Complainant then said he was told it would be $165.00 per week. AUGUST 25: A Member Services Representative emailed the Complainant and also reviewed the User Fees for the inventory he has access to with his membership, that being $950.00 per week. The Representative also reviewed the SFX Vida Weeks at $169.00 for a studio booked less than 30 days. The Complainant disagreed, citing the sales manager offered two weeks at $165.00 at Vidanta. The Representative reviewed that during the final verification process, the Complainant never questioned the rate for the unit when reviewed (See Verification Checklist attached). In addition, the Complainant was asked on 2 occasions if there were any promises, oral or written, that are not included in the contractual documents, and the Complainant had indicated no. If the Complainant did feel he was to have this price point for weeks at a Vidant resort, he should have brought this to the attention of the Member Services Representative validating his contract. The audio recording was reviewed and there was no mention of the Complainant mentioning these weeks at $169.00. The Complainant also indicated that he signed a document to validate this offer, but he could not provide this information or document. Vida Vacations will only honor any amenity or benefit that has been sanctioned by the Company and has been validated in a written document. All the contract documents are verbally reviewed in person with a Member Services Representative to ensure that what was presented during the presentation can be validated with a document for support. Members are even asked twice if there were any items discussed or agreed upon during the presentation that are not represented in the contract. The Complainant verbally indicated that there were no such items. (See attached Activation and Verification Checklists). AUGUST 25: Since the Complainant indicated he no longer wanted the membership; the Member Services Representative has cancelled the contract at the request of the Complainant. Since the request to cancel the membership, is outside of the mandated 5-business days, the Complainant was not eligible for a refund of the down payment paid at the point of sale. Vida Vacations considers this matter closed and resolved. We thank you for this opportunity to clarify the status of this case by providing the most current information and facts in this matter. Sincerely, Vida Vacations Member Services Consumer Response /* (3000, 7, 2022/08/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I think it's irresponsible for a supervisor that being named Ian..would offer a special arrangement to a customer and said I'll get this added to your contract for an additional 2 weeks at a certain price and then doesn't is just bad business. The sales rep was at the table with me when this was offered to me. I wouldn't have wasted my time paying a down payment if he had not told me this info. I feel he told me this to lure me into signing the contract. I had advised him 850 a week was still high to me for a timeshare. The properties are nice which I liked but to treat a person like this now is unprofessional. The lady I spoke with who wasn't there at the sales presentation can speculate all she wants..her name being katelynn from member services. They did offer something to me but I advised if I can't get what was promised to Me then I don't want to join. If there is not a resolution I will try to reach out to those in higher management like executives so I can tell them how a customer is being treated. I feel the sales rep and supervisor who were both there at the table with me should be speaking up about how what he offered could not be granted.Dont make an arrangement to a customer if you know you can't do it. I feel they are only out for the interest of the company. I will not advise others to join a timeshare with the company but only to visit based on my experience. Business Response /* (4000, 9, 2022/09/06) */ September 6, 2022 BETTER BUSINESS BUREAU Dispute Resolution Department CASE FILE #XXXXXXXX To whom it may concern: Thank you once again for the opportunity to further provide the BBB with our response to the reply from the Complainant to our prior response. The Complainant once again insists he was offered an additional 2 weeks at $169.00 for each week (he first indicated when the Complainant telephoned Vida Vacations Call Centre). Then later, he said the weeks offered were at $199.00 for 2 weeks when he called back to Vida Vacations?? As previously submitted and demonstrated, that the Complainant WAS offered 2 weeks which could have a rate of $169.00 per week, however, these additional 2 weeks were provided through SFX to use outside of Vida Vacation Resorts worldwide. As previously demonstrated, this price point is available by reserving the weeks within 30 days of the check in date. All the components of members' contracts, undergo a recorded verification process, whereby all members documents are reviewed to ensure our members are aware and in agreement with what has been presented and what is in their contract. Vida Vacations even goes as far as to ask members, if there were any written or verbal promises, that are not indicated in the signed contract. The Complainant indicated on 2 occasions-1 with the recorded "Verification" procedure and 2 with the recorded "Activation" process done by telephone with a Corporate Representative, there were no promises. In both scenarios, the Complainant had the opportunity to indicate these 2 weeks at $169.00 or $199.00 were not mentioned or not indicated in the contract. Furthermore, in the contract recitals signed by the Complainant, also indicating the Complainant's agreement with the contract in its entirety, states: COMPANY declares: VII. That it will not accept responsibility for any obligation relating to the above referenced resort that is not specifically set forth in the present written Contract. Specifically, and without limitation, Company will not be responsible for any verbal offers, representations or promises made by anyone, or for any verbal or written offers, representations or promises made by third parties. 9.1. - MEMBER'S ACKNOWLEDGEMENTS. Member hereby acknowledges and agrees that: B.- Member acknowledges that Member is signing this Contract of his own free will, has not been pressured in any way, and has not received or relied on any promise, offer or inducement of any kind, oral or written, not set forth in this Contract. Vida Vacations has provided a resolution, which was cancelling the contract as was requested by the Complainant. The Complainant no longer has any rights of use, nor any further financial obligations to the contract or to Vida Vacations. Vida Vacations has acted in good faith and has not treated the Complainant in any way but professional. The Complainant feels being treated unprofessionally, but this is not the case. A Representative from Vida Vacations has been more than accommodating and even so much as to offer an added benefit to the membership as a goodwill gesture. The Complainant refused and only asked to cancel the membership, which Vida Vacations has honored. Vida Vacations considers this matter closed. Sincerely, Vida Vacations Member Services Consumer Response /* (4200, 11, 2022/09/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept this response because the supervisor Ian promised he would get something added to my account and he could not. I understand I signed a contract but the supervisor should not be promising things that could not be added to my account.This is a shady business practice that this supervisor did to a customer which is not fair. So I ask again why has Ian the supervisor and the sales rep Jorge not step forward to admit what was said. Temo was also there too who should speak up also. I see why customers do not want to go to timeshare presentations or feel discouraged to attend these types of presentations. I see why the business does not have an A with the better business bureau from past experiences. I would encourage others to read complaints on here closely. Business Response /* (4000, 14, 2022/09/15) */ September 15, 2022 BETTER BUSINESS BUREAU Dispute Resolution Department North Central Texas CASE REFERENCE #XXXXXXXX To whom it may concern: Vida Vacations thanks you once again for the opportunity to respond and review the facts presented in previous complaints. THIS CASE HAS BEEN CONCLUDED On August 25, 2022-The Complainant requested his contract be cancelled as he was not in agreement with the previously mentioned contention. As per his request, the CONTRACT IS CANCELLED. The Complainant is not entitled to a refund as his request to cancel the contract, is beyond the timeframe to provide such refunds, Clause 12-General Provisions. The Complainant continues reciting that a verbal promise was made but declined to pronounce this during the two final verification procedures, when the Complainant was verbally and specifically asked if any promises, oral or written, were not contained in the written contractual documents. Had the Complainant brought such promise to the attention of the Member Services Representative during this procedure, it would most certainly have been addressed. Furthermore, as was previously provided in the signed contract recitals, that: COMPANY declares: VII. That it will not accept responsibility for any obligation relating to the above referenced resort that is not specifically set forth in the present written Contract. Specifically, and without limitation, Company will not be responsible for any verbal offers, representations or promises made by anyone, or for any verbal or written offers, representations or promises made by third parties. 9.1. - MEMBER'S ACKNOWLEDGEMENTS. Member hereby acknowledges and agrees that: B.- Member acknowledges that Member is signing this Contract of his own free will, has not been pressured in any way, and has not received or relied on any promise, offer or inducement of any kind, oral or written, not set forth in this Contract. Vida Vacations once again, considers this matter closed and has provided all the evidence to support our response. There is no longer an active contract with the Complainant. We thank you for the opportunity to clarify further our stance in this matter. Respectfully, Vida Vacations Member Services Consumer Response /* (4200, 16, 2022/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I think this is unsatisfactory customer service. The company needs to take action on the supervisor Ian that offered a verbal promise to get something added to my account. This is why I chose to cancel my contract. People deserve to be treated fairly and this kind of predatory practice will only leave the company to more issues in the future. I would not reccomend this company's timeshare to others based on my experience.

• Initial Complaint

  Date:07/25/2022

  Type:Product 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.

  The salesmen at the Vidanta in Riviera Maya in Mexico was very pushy and arrogant, until I said yes, they did not let me go. First they asked me to buy for close to $20,000.00, I said no, they it brought it down to $12,500.00, I said no, then a fourth one came with a contract, which he said that the previous owner upgraded form a $30,000.00 unit, and that we can get it for $10,000.00. This is where he said he is giving us 10 cruises. But they are not free. I can get get everything he offered cheaper on my own. I ended up charging $9,900.00 USD to my credit card on July 19, 2022 to purchase a timeshare with them. I realized that I made a huge, terrible mistake an went back to ask them to cancel the purchase, but he (***** ***** refused to do so, saying that if I cancel I will lose all of my money, the $9,900.00 plus another $250.00. I am still within my 5 business days allowed to cancel this purchase. They promised me 2 Hawaii certificates, 10 cruises, $299.00 resort vacations around the world. But now I am reading all these terrible reviews of so many people who got scammed by this company. Why did they lie to me when I went back just two days and asked to cancel and refund my money. Today is 5 business days since they took my money. Please help me get out of this costly mistake, and I promise I will not be fooled by these arrogant, pushy, lying scammers again. They don't give you time to read and review the documents, they just pressure you to sign and take your credit card. First they say they will try to get you a Mexico credit card by Barclays/RCI, then they come back to say that it was not approved and ask for my credit card. Please, I am begging you to help me get my $9,900.00 and the $250.00 charged to my Visa Credit on July 19,2022. I am still within the 5 days allowed to cancel. I even went back two days on July 21,2022 and asked them to cancel and refund my money, but they refused. Thank you in advance for your help and consideration. ** ******

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/08/09) */ August 9, 2022 BETTER BUSINESS BUREAU Dispute Resolution Department North Central Texas REFERENCE #XXXXXXXX To whom it may concern: Thank you for the opportunity for Limitless Vacations to respond to the complaint issued by the Complainant in the above referenced case#. Our records indicate the following: JULY 19, 2022: The Complainant attended a sales presentation at Vida Vacations at the Nuevo Vallarta Resort. The Complainant purchased a travel membership with Limitless Vacations (LV). JULY 26, 2022: Limitless Vacations was in receipt of this complaint notification. Neither Vida Vacations nor Limitless Vacations had received any communications from the Complainant prior to this notification. JULY 27, 2022: Complainant was notified that the request to cancel was within the 5-day business period therefore had the right to cancel with a full refund. AUGUST 3, 2022: A full refund was issued to Complainant. Complainant was notified the refund had been issued and was sent a copy of the refund voucher by email. Limitless Vacations thank you for the opportunity to clarify the status of this case by providing the most current information and facts in this matter. Limitless Vacations is able and ready to provide the Complainant with all benefits entitled as per the Purchaser's Acknowledgment. Sincerely, Limitless Vacations Member Services

• Initial Complaint

  Date:07/12/2022

  Type:Product 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 June 25; 2022 while on vacation at Vidanta, Riviera Maya we purchased a Limitless Vacation Tier 2 plan, contract #******** in the amount of $4,674 plus an additional $250.00. After reviewing the true cost of plan,and the negative reviews detailing various issues with company we decided to cancel this contract. On June 29th we met with representative Oscar R********. He refused to cancel our contact and give us a refund, however, he offered a very unethical solution, he said we could pay RCI $43.50 a month, not sure why this was offered. We were also promised a complimentary week at Vidanta Nueva Vallarta in a 1 bedroom Grand Luxxe room. They did not fulfill this, they booked a room at the Grand Mayan instead, this was unacceptable to us. We would also like to advise anyone visiting Vidanta, don't go on a sales tour which they told us wasn't going to be a sales pitch. We spent 6 hours saying no to multiple people, and feel we were pressured into purchasing this contract. We believed that under Mexican law we had 5 business days to cancel and get a full refund. When we arrived home we filed an application for exercising ARCO rights to cancel said contract.

  Business Response

  Date: 08/15/2022

  Business Response /* (1000, 5, 2022/07/14) */ July 14, 2022 BETTER BUSINESS BUREAU Dispute Resolution Department North Central Texas REFERENCE CASE #******** To whom it may concern: THIS MATTER HAS BEEN RESOLVED. Thank you for the opportunity to respond to the above referenced complaint. A Member Services Representative for Limitless Vacations has been in correspondence with the Complainant. It was mutually agreed that the contract of the Complainant will be cancelled, and a full refund issued upon receipt of a signed Settlement Document. July 14, 2022, Limitless Vacations has received the signed Settlement Document and has proceeded with cancellation of the contract of the Complainant. The refund for the Complainant has been issued to the credit card used for the purchase in the amount of $4,674.00USD and for the $250.00USD which was for a reservation which has also been cancelled. The Complainant has indicated that the Better Business Bureau will be notified to drop the complaint. We thank you for the opportunity to clarity the status of this case by providing the most current information. Sincerely, Limitless Vacations. Consumer Response /* (2000, 7, 2022/07/15) */ In reference to the above complaint, I have heard from VidaVacations. They are issuing a full refund, therefore, we would like to remove our complaint, the above mentioned complaint #. Thank you for your attention to this matter. ************************

• Initial Complaint

  Date:06/30/2022

  Type:Product 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 decided to end my agreement, Contract with them before their 5 day grace period. After going for a day pass they gave me, I was excluded from using areas that they showed me I could use. They Lied! I'm not aloud to use all their amenities they provide. All the pool areas or rooms, they also block many days out of the year making it a problem. I emailed them and send them a cancel notice. They would not allow me to go today to cancel in person. Using the excuse that they will get ahold of me after 72 hours or more. I have asked for a full refund. But they have not gotten ahold of me. We didn't like the atmosphere. The prices of food was expensive too. You feel locked up too once your their.

  Business Response

  Date: 08/15/2022

  Business Response /* (1000, 5, 2022/07/06) */ July 6, 2022 BETTER BUSINESS BUREAU Dispute Resolution Department North Central Texas REFERENCE CASE#: XXXXXXXX To whom it may concern: THIS CASE HAS BEEN RESOLVED. Thank you for the opportunity for Vida Vacations to respond to the compliant issued by the Complainant in the above referenced case #. June 27, 2022-Our records indicate that the Complainant purchased a vacation membership with Vida Vacations at the Nuevo Vallarta Resort. As with all contracts with Vida Vacations, there is a 5-business day rescission period (Clause 11-General Provisions) mandated by Mexican Law. This is indicated in all contracts. June 29-While the Complainant was still vacationing in the area, the Complainant telephoned Vida Vacations requesting to cancel the membership for the reasons stated in the complaint. The Complainant accepted to return to the Vida Vacations Member Services department the following day to process the cancellation. These appointments are booked and assigned to an available Member Services Representative, so members are not kept waiting. However, the Complainant never showed for the scheduled appointment. June 29 & 30-the Complainant continued emailing the Member Services department demanding to get the refund and cancel the contract. July 4-A Member Services Representative emailed the Complainant and explained Vida Vacations has different levels of membership and each division has designated pool areas. It was also explained, as per the signed contract, the only exclusions are the 4 holiday weeks. July 6-The Member Services Representative cancelled the Complainant's contract, and a full refund was issued to the Complainant's credit card accordingly. We thank you for the opportunity to clarify the status of this case by providing the most current information. Sincerely, Vida Vacations