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:08/24/2023

  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.

  Dear BBB, I am writing to formally file a complaint against Great Resort Vacation for a fraudulent transaction on 8/17/2023. I believed I was purchasing a legitimate vacation package, but I have since discovered the other BBB complaints which led me to the decision to cancel. To rectify the situation, I promptly exercised the 3-day cancellation option stated in the contract by submitting a cancellation letter to their supposed "corporate" office in Utah. In the meantime I have gained access to their GRV member portal and can confirm the discounts are not what they show you on the scammy slideshow. It's important to note that this access is only granted after the 3-day cancellation window. I am relieved that I canceled within that period, given that the promised discounts are nowhere to be found. My attempts to communicate with Great Resort Vacation have been met with frustrating obstacles. I have spoken to six representatives, all connected through a third-party answering service. None of them have the authority to cancel my membership or provide even basic information about the company. This lack of transparency raises serious doubts about the legitimacy of their operations. What's even more concerning is that Great Resort Vacation holds BBB accreditation despite engaging in deceptive practices. Instead of connecting me with someone who can address my concerns, I have been shuffled between departments, each claiming inability to assist with membership cancellation. As a victim of this elaborate scam, I formally request a refund of the $1500 I paid to Great Resort Vacation. It's my sincere hope that BBB will thoroughly investigate this matter and take appropriate actions against this deceptive company. While I understand that refunds require processing time, the complete lack of acknowledgment of my cancellation letter has exacerbated my doubts. Despite these challenges, I remain cautiously hopeful for a resolution. Sincerely, ****** *****

  

  Business Response

  Date: 08/30/2023

  There was no “fraudulent transaction”. You signed up as a member and you decided to cancel your membership. You spoke to both Brad and Koko who informed you that you were cancelled and would be receiving your refund in 7 to 21 business days, as the stated in the contract. We give access to the product from day one, before the three days are up, and the instructions are clearly listed in your contract. We do not engage in deceptive practices, and we take libel very seriously. You are cancelled, we have initiated the refund, and you have had phone calls and email communication from our representatives. 

• Initial Complaint

  Date:08/21/2023

  Type:Customer Service 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 had a disappointing experience with this company. Their approach felt like false advertising and entrapment, leading to frustration. The 'free trip' they offered required a $350 deposit and limited availability, which was not clear upfront. The process involved 1:1 conversations about vacation goals, followed by a presentation about their services, culminating in a membership offer ranging from $2-10k initially, plus $350 annually.The entire experience felt uncomfortable due to pushiness and rudeness during the 1:1 discussions. We received a pamphlet for the 'free trip' which required activation and a deposit, but booking wasn't possible until next year. **************** was also unhelpful.Avoid this company. I'll share my honest review and pictures to warn others about their practices and do whatever in my power to help people to stay away.

  

  Business Response

  Date: 08/30/2023

  You were under no obligation to stay at the presentation. Our promotional certificates do require a refundable deposit. You get that back after your trip. You received a trip that offers a cruise, or a seven night stay, or a two night stay with round trip airfare. We pay for the cost of that trip which retails for thousands. All you do is put down a refundable deposit and cover your taxes. Nothing was misrepresented. 

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20502721
  
  I am rejecting this response because:
  
  We were obligated to stay at the presentation under the pretense that we would receive a free trip. The representative EXPLICITLY said that there would absolutely be NO FEE or no DOWN PAYMENT for the awarded trip for attending the presentation. Just be transparent about it beforehand and ya, you may not get as many people attending your presentation but at least your honest. If you wouldve just done that with **, we wouldve at least known what we are getting into. 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/10/2023

  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.

  These people told me and my wife that we won 2 free airline tickets. All I had to do was sit through a 1 hour presentation. What a scam!! The "free airline" tickets we "won" are from a totally bogus company was 1 star reviews as well. You guys are scammy as ****!

  

  Business Response

  Date: 08/10/2023

  Casablanca Express has been in business for nearly forty years and have traveled millions of people on those certificates. The trip you received with round trip airfare retails for hundreds of dollars. We hope you use it or gift it to someone that will, because its already been paid for and it is a good voucher. If you have any problems with it we are here to assist you ###-###-####

• Initial Complaint

  Date:08/02/2023

  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 set up a 'membership' through this company who promised great discounts on travel. They also promised 3 days to cancel and get a full refund. I called the day after I set up the membership and the prices they offered where more then booking direct which is not what they promised. When I tried to contact someone regarding the cancelation and full refund less then 24 hours after we signed up I got major attitude and was treated horribly. I just want a full refund and nothing else to do with this company.

  

  Business Response

  Date: 08/03/2023

  If the program is not for you that is okay. We have many happy members that save thousands of dollars. If you had attended your orientation they would have shown you have to utilize your membership. If you would like to cancel, please follow the cancelation procedure listed in your contract. You can find it on page 3.

  

  Business Response

  Date: 08/03/2023

  If the program is not for you that is okay. We have many happy members that save thousands of dollars. If you had attended your orientation they would have shown you how to utilize your membership. If you would like to cancel, please follow the cancelation procedure listed in your contract. You can find it on page 3.

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20414531
  
  I am rejecting this response because: I tried to call and speak with someone and they were extremely rude. And unfortunately you do not offer enough time in the cash back garuntee to attend the education class. In order to get cash back you have 3 days but have to wait a week to get your log in and education class. Also we did attend a presentation and when I called the concierge number provided by your company the promises made during the presentation fell flat. I have attempted to follow the cancelation process. I have sent a letter but as I discussed with someone on the phone it is impossible to have a letter there within the 3 days you allow for the cash back cancelation. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/04/2023

  You are provided access to the product from day one. You are given instructions with an ID number. You are provided with everything you need to make an informed descision before the three day right of rescission ends. If you sent in your letter with a postmark within that timeframe you will be cancelled and receive your refund as per the contract. I will be sure to look in to whomever you spoke to that was rude and make sure the behavior is corrected, because that is not how our employees are expected to behave. If you have any further questions or want to check on the progress of your cancellation you can call me directly ************ *****

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20414531
  
  I am rejecting this response because: I have sent in a letter that I paid extra to have it signed for. It was signed for on August 4th by **********************. I have reached out at the number you sent many times to get this resolved and have been unable to get ahold of anyone nor have I heard back from anyone regarding the cancellation.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/08/2023

  Thank you for speaking with me today. I hope I was informative. As we talked about, your cancellation has been processed and we have intitated your refund so you will received your desired complaint settlement. If you have any further questions or would like an update call me directly ************ *****.

• Initial Complaint

  Date:07/21/2023

  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.

  On 7/14/23, my husband and I attended the sales pitch for this service. We found it to be a beneficial product and decided to purchase. The main selling point was that we would be given ******* *** points annually that would allow us 1-4 weeks in timeshare stays. We asked many times what fees would be associated with using the *** points. We were told that aside from the $349 annual membership fee, there were no other costs. The salesmans exact words were, out the door, no costs whatsoever. We attended our education meeting one week later only to be told that we would need to pay 1.5 cents per point used. In other words. Those ******* points each year would cost $1500. This has been a huge disappointment and is such a blatant lie. Not even a lack of transparency but just a complete lie to our face when we asked what it would cost to use the *** points.

  

  Business Response

  Date: 07/31/2023

  We hate to have any misunderstanding between owners and can certainly see they are passionate about what they feel they heard. We strive to make clear how the program works. In our group presentation that they attended there are five slides that talk about properties, and the cost to activate and go to those properties. We disclose costs and point conversions multiple times. Those costs can range between $719-$1340 which includes the points activation. A typical activation would be around $1000 dollars including the points fee and the *** exchange. Our presentation explains costs to use each condo week, because it offers tremendous discounts. In addition, on page 7 of the contract it lists in bold and underlined, *** Points Reservation Requests and Costs per Point where it clearly explains cost, and they initialed the page. We feel its a good value to go use Gold Crown resorts with *** for those kinds of costs and we are proud to disclose the costs. Our presentation is based on what we can get the value for and what retail is. If the members are open to it, we would love to sit down and talk about extra ways they can use the membership.

• Initial Complaint

  Date:07/21/2023

  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 was interested in this company at first because I thought this company was being transparent about everything but found out that this company is kind of shady. They sat in front of me and told me that I wouldn't have to put another down payment if I wanted to upgrade to the next tier for a better vacation package, So that's what I did I paid off the first vacation package I had and then i waited for this company to call after a week of me paying it off, and they did I went in and they lied they actually made me make another down payment and ran my credit and never told me they was going to do that, if they would have told me they was going to do that I would've made sure they knew that my credit is frozen because of breaches that I'm trying to fix it and right now wouldn't be a good time i don't know if this company was money hungry or what this company is trying to prove or if this company is money hungry, this company is very manipulative and very sneaky when it comes to it consumers

  

  Business Response

  Date: 07/31/2023

  They purchased on May 27th and never paid off the contract, they paid off their down payment. They signed a credit application. Admittedly by their own information, they never told us to not run their credit. If they had told us not to run their credit we would not have gone through with the sale. We ran their credit as normal. Please see attached redacted signed credit application, dated May 27th. On July 15th they walked into our office and asked to upgrade to an Unlimited package. We gave them a tremendous value since they were already members and upgraded them to the Unlimited for only $995 more. This took their total package price to a thousand below what we would sell to a new member. We did not force or coerce them to sign the upgraded contract, it was their request. They agreed to pay an additional $145.00 which was then added to their original down payment. All monies paid on the original contract were then applied to the upgrade. This was clearly stated on the contract and they received a receipt of the $145. Please see attached receipt. $145 does not qualify us for being “money hungry” and these allegations are false. On the 20th of July we received a phone call requesting cancellation, which was well past the three-business day rescission period. Even if they had sent a cancellation letter in time, as per the contract, it would only have cancelled the upgrade, not the original contract which had been in force for over 45 days.  However, we are willing to rescind the upgrade and if they want to go back to the original contract they may, even though we are not obligated to do so and refund the $145. We have tried to be reasonable with these members and we wish there were not disagreements. We will continue to try to service their product and give them the best value for dollars spent.

  Customer Answer

  Date: 08/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** **** **

  Customer Answer

  Date: 08/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I'm Rejecting what the company is saying because of these reasons: if you take a look at the contracts, the company made many mistakes. To the point where there really isn't a contract at all. The company still doesn't have a clue to why I said they're money hungry, because they didn't have the decency to make sure we understood the process without lying or even make sure that the contract that they say is a contract didn't have mistaken of any kind. For example, the interest rate amount is incorrect. I tried to make this right with this company, by asking for the full $950 deposit back, but they want to play games and lie and try to make my family look like we don't know what we're talking about. They never said what we were sighing was for them to run our credit, never once mentioned credit at all. Second, they said that our membership didn't start until we attended the Owner Education class on July 15th, 2023, after the last downpayment arrangement was fully paid that, was taken out of our account on June 30, 2023. Third, they said the first contract was null and void from May 27 2023, on July 15 when we upgraded our membership to unlimited. However, when you look at the contract from July 15th, 2023, they entered two different dates on the contract, still not including that they were going to run our credit again. A contract is a formal agreement between two parties that may be rendered unenforceable for any number of legal reasons, which may include:

  • Failure by one or both parties to disclose a material fact.
  • A mistake, misrepresentation, or fraud
  • Undue influence or duress
  • One party's legal incapacity to enter a contract (e.g., a minor)
  • One or more terms that are unconscionable.
  • A breach of contract

  The legal right to void such a contract is known as disaffirmation.

  
  

  So by this alone this company is in the wrong because of their contract mistakes and no one making sure we knew that they were going to pull our credit because if they had they told me they were going to pull our credit I would have told them at that moment it's a bad idea because of my credit being frozen because of breaches.

  
  
  Sincerely,
  
  ****** **** **

  

  Business Response

  Date: 08/10/2023

  We stand by our previous statement and offer.

  Customer Answer

  Date: 08/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  This company is being stubborn and want to do things there way and not the way of the law. The law don't change for no one and this company has to understand this isn't ok to treat you're consumer like crap and abuse the law by not honoring my rights as a consumer, but the company don't understand why I think they're money hungry because instead of fixing the problem when they know they made a big mistake the company want to just sweep it under the rug like it didn't happen and just force us into a contract that isn't even a contract I don't recommend this company to no consumer because of the sneaky stuff this company pulling and they really out for your wallet and purse because any issues you have customer service will make you feel like you're lieing and they want even fix the problem this company don't understand you can't call that 145 dollars a refund when that was the second downpayment that we wasn't even suppose to be charge this company needs a reality check and some discipline when comes to the law, the law Trump policy everyday so for this company to not fix the problem shows this company creditability with any consumer

  Sincerely,
  
  ****** **** **

• Initial Complaint

  Date:07/05/2023

  Type:Order 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.

  In one of GRV's responses to a review, they stated: "We give access when someone signs up. They then have three business days to try it out, and then keep or cancel their membership."This is untrue. I cannot access their website. I was not provided information on setting up an account and password upon signing the membership. I am still within the 3 business day timeline to cancel. I have not found any reviews that are substantially positive. All negative reviews and complaints are very descriptive. Not having access to the website is a breach of contract as I am unable to access all products as promised. And this must include the website.Period for cancellation of contract/membership should be 3 days following complete access to all products. Access to all products should be the start of actual membership, which means assignment of an ID number and account to access the website.

  

  Business Response

  Date: 07/13/2023

  You were provided access to the product the day you signed. Please refer to your contract page 8 section 9. You are given clear instructions and an ID to use. Our program is designed around the concierge. The concierge has access to all inventory. The website is a helpful tool, but it is not required to use the product. Many of the values cannot be listed on the website due to providers not allowing large reduced prices to be posted. Only the concierge has the entire access to all the inventory. For any member to access the full program they must utilize the concierge. 

• Initial Complaint

  Date:07/01/2023

  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.

  They guarantee a 7 night trip for going and listening to their spill for an hour and half. When it come down to them wanting money to sign up they conveniently did not have any voucher for the trip they promised. Such a scam!

  

  Business Response

  Date: 07/07/2023

  Unfortunately, we do sometimes run out of stock just like any store. Your certificate was mailed out to you the day we got more. I tried to reach out to you, to confirm you received it. If you need assistance call us ************

  Customer Answer

  Date: 07/07/2023

   
  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

  Date:06/29/2023

  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.

  My husband and I went to a Great Resort presentation on 12/17/22. We werent going to buy into a package, but we were offered a great deal plus reassurance that we would have access to a concierge. Someone who would be there for us and make sure we got booked in the best places with the best deals. We were planning a trip in April. So on 12/30/22 I called our special ************** helped us to get booked into Airport Inn. I called the hotel on the 28th n talked to ***** reassured me that our room was fine and that we were good to go. I even told him we were going to be late and he said it was fine. Our room is there.When we got to the ******** was there and he said that there were no more rooms available. I reminded him of who I was and that I just talked to him the day before. He told me that Expedia did an update on their computer system which then booted out all of the reservations that were done previously. So I called the concierge team for assistance at: **************. Since it was around 11 pm on a Friday night I was rerouted to someone who couldnt help me. All he could do was take a message for someone to call me back. We thought we had gotten into a great vacation group that would treat us as important. Be there for us if we need help 24/7.We were literally stranded in a city we have never been in and it is close to midnight. We finally got our refund from the hotel on 6/26/2023. That is two months after we had this incident. This is unacceptable! We would like to cancel our contract with Great Resort Vacations and get a full refund of $3,495. GRV should be more careful on who (vendors) they work with when it comes to setting up their members in hotels, cruises, etc. That is what your membership pays for.Since we didn't use the service, you should agree that we can end this contract immediately. And get our refund a lot quicker than getting the refund from the hotel.At this point we dont have any confidence in this membership at all.

  

  Business Response

  Date: 07/07/2023

  Thank you for speaking to us regarding this situation. I was informed that you were in contact with the concierge and they had issued you a cash voucher while you were waiting on the refund from the hotel, who took full responsibility for their error. I also see that when you spoke with our Member Experience Manager, she made efforts to remedy the situation, as well. We are happy to continue to assist you and help you get the most out of your membership. Thank you

  Customer Answer

  Date: 07/12/2023

   
  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

  Date:06/23/2023

  Type:Order 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 5/25/23 we signed up with this company giving them a $3k deposit. On 6/9/2023 my husband unexpectedly passed away. On 6/9 I contacted this company and ask to cancel my account going forward. I even told them they could keep the deposit as long as I could get out of the payments going forward. They more or less told me I was out of luck. Without my spouses income i am only bringing in 25% of what we used to have. I just want out of the future payments. We have not used these services at all. I am happy to provide a death certificate if needed.

  

  Business Response

  Date: 06/28/2023

  We are sorry for your loss. You have our condolences. Unfortunately,like all consumer goods similar to a car or a home purchase, you are still responsible for the payment. We have delivered the product and service to you.We are happy to help you use and get the most out of your purchase. Feel free to reach out to us for assistance and again, we are sorry for your loss.