True Vacations

Company refuses to provide what I purchased
7/26/18: purchased vacations from this company; invoice # ***
Currently: I cannot get the company to provide what I bought, despite my having spent months calling (usually no on answers and voice mail says a message cannot be left), talking, emailing, texting, and threatening to file a lawsuit (no lawsuit has been filed). Seems clear the company wants to delay until purchaser gives up. Google review shows mine is not the first such complaint against this company.

Attempted multiple times to book/confirm reservations, with little response from customer service. Full terms/conditions given only after purchase.
I was contacted by a representative July 2018 about purchasing a vacation package deal. I was told that I was receiving this offer due to my Hilton Honors membership. During this phone call, I was told that I had to make the purchase on the spot or the offer was void. The only terms and conditions I was told were the total amount and that I would have to sit through a timeshare presentation.

Shortly after receiving the purchase confirmation and offer information, I attempted to book a reservation to the Dominican Republic. I was told that I could not book for the requested dates because I had to give them 60 days notice or I would have to pay extra fees. This advanced booking time frame was not disclosed to me in the original phone call and I purchased this vacation package solely as a birthday trip for someone and myself. I even mentioned this and the dates I would be requesting to the representative and they still didn't mention this caveat.

Fast forward to March 19, 2019 and I was finally able to get a week of availability to book the vacation at the end of May/beginning of June. I filled out the reservation request form and was told 3 days later to be on the lookout for another email confirming the reservation.

Another 6 days of waiting go by and I ask how long it usually takes to confirm reservations. I finally received a response 7 DAYS LATER saying that I should have received a call from the customer service team, which I absolutely did not receive.

I said that I hadn't received a call form them and asked her what number the call would be coming from so that I would know for future reference and that I would even call them to discuss the issue. It has been 11 DAYS and I have not received a response yet. I have called the customer service representative I spoke with multiple times, left voicemails and have yet to receive a call or email back.

This is hands-down the worst customer service I have ever received and I can't help but think the whole thing is a scam. I would like a full refund of the $800 paid for the vacation package so that I can wash my hands of this headache.

My Wife and I booked a Vacation at Vacation Village BONAVENTURE for 9 nights, Contract No. *** from 2/05/19 to 2/14/19.It was a nightmare.
Account No. *** Issued 12/31/18 2 Guests.

When we originally agreed to this deal we paid $350 for 5 days and we were promised a BEAUTIFUL ROOM WITH BALCONY and KING SIZE BED at the BONAVENTURE HOTEL ***. We looked at the website True Vacations told us we would be at and the place looked beautiful. Instead we found ourselves booked into a horrible dark room which smelled bad, a Refrigerator which made a terrible loud noise, no cooking facilities to speak of which were advertised and a coffee pot which leaked all over the counter. The bedroom was small and so was the bed. The bathroom had a fan with a loud noise and was connected to the light (the light was on the fan was on at the same time!!!) Only 1 mirror in the the entire dark dingy place. We complained to the management and asked to be moved to the room we were promised, they said they had no other room and we were not booked for a balcony king sized room with a full kitchen. They said we were in a B Unit, but nobody ever told us what that meant until we got there just like all the other horrible features we were lied to about.Before we ever got to the place they sent us to the "welcome Center" to get our vouchers. While there we inquired about availability to stay longer til the end of the month so we would not have to move to another place. However we had not seen the accomodations at that time and we expected the same beautiful rooms,as we were told they would be. We paid $ 1120 on a *** Card and proceeded to what we thought was Bonaventure. It took forever to get there because of bad directions and when we finally found the place we encountered what I described above. We could not sleep all night with all the noise and frustration. The next day we had to go to that horrible pressure sales meeting for time share which lasted 5 hours, a wasted vacation day.
We continued to complain and asked again to move and they finally gave us another room, however, it was the same type room only the noises were better and the air condioning was working. However, it was still far from what had been promised. Meanwhile we came home one night late, approx 12.30, and our key had been deactivated. We called and were told to come to Headqarters to pick up a key. We said we are tired from a long trip and had to argue until they finally sent somebody to open the door. We were told that happens some times. Several nights later the same thing happened and again we had to argue until they brought a key. They said we must have had it next to a device that deactivated it. But we had a second key in another bag, so this was obviously not the problem. Then this happened a third time when we made a formal complaint. A day or two later we get a call to say that we had a balance due for some taxes. Meanwhile I gave them my credit card when we first checked in and they charged everything we owed, at least so I thought and they said. However, this means that they purposely deactivated our keys without saying a word about owing any taxes and giving phony excuses knowing full well what the problem was.
The entire experience was a fiasco and cannot and should not happen to anybody. It was a total Nightmare and not anything close to a vacation. In addition, due to the fact that we did not have a full kitchen we were promised we had to go out to eat most days which cost us a lot of extra money we were not expecting to spend. I believe that based on these and other situations which happened but I don't have the space here to go into further, we should get a full refund of the payments we made. I will also make that request to my*** Card and my*** Card.

Failure to provide benefits in the contract
I bought 2 7 night vacation vouchers from tru vacations in oct 2018 for 400. Included in the benefits package was a 250 voucher. To receive the voucher you need to fill out an online form and the. The form says someone will contact you in 7-10 days. I have filled out the online form atleast 10 times and have never received a response from the company. I called them on 2 separate ocasisons to set up an appointment. Was told both times a member of their team would contact me at the scheduled time. Both times I never received the call. At this point I no longer have any confidence in their ability to give meet the contract terms when they can't even provide the small free benefits they promise the customers. To them a contract is give us our money but we won't deliver on service. My wife and I have now come to the conclusion this company is a scam and no one should ever give them any money. I have emailed them and demanded a refund for failing to provide the promised benefits but have never received a response from the company. They should all be in jail for fraud. I am an active duty member and I travel a lot with my family. We thought this would be a great opportunity but once again the company is a scam and people should run as fast as they can away from them. We have never received any benefit from them and we feel we deserve a full refund from this dishonest company

Scam - Impossible to reach the business - Need refund of my deposit money
This business takes deposit from customer for a discount hotel stays in future. Once they take money, its not possible to reach their service center. I have tried calling them on published number several times over last 2 months. The call just goes to Voice mail and the voice mail is full. It looks like either they closed business after taking customers money or never intended to service and is a fraud. I need full refund as I have no faith in this business delivering service as promised.

Sold Me a vacation package that was not in line with their contract and refuse to call me back.
I purchased a $400 vacation Package on 12/22 that I clearly stated to the sales agent that my husband could not come and that I would be traveling with my children and Mother in law. I repeated this multiple time in the call to make sure it was clear.. I also stated that I must be able to use it in California and during holiday season since my kids go to school. The agent confirmed that everything was possible.

Once I got the contract it stated both husband and wife must be present. Which I clearly told them I could not do.. I called a number of times and always was told that I would get a call back. I never did. On March 4 I called and said I would wait on hold for a manager. That rep advised me that I should pretend I am single to use it. I let her know I was not comfortable with lying and it was not a good example to make in front of my children. I purchased this under the impression that I could use not that I would have to lie. I talked to Gina and she said she would review the tapes and refund me if they did misrepresent. She clearly stated she would call me back at the end of the day but never did. I have called her direct line 11 times now and have left polite messages to call me back. There has not been a return call.

Sometime during the week of October 7, 2018, I was contacted by a representative of True Vacations (Chris Lyon) concerning an opportunity to go to a resort in Costa Rica at a much reduced rate over the normal tourist rate. He said all I had to do was listen to a time share presentation. I asked how he got my name and information and he indicated that True Vacations either "worked with" RCI or was "affiliated" with RCI. RCI is a time share company that is affiliated with Hilton Grand Vacations, of which I am a member. In the past we have used RCI for vacations through Hilton Grand Vacations. Since Costa Rica is one of our bucket list locations and at the time we were looking for a vacation spot for our entire family, I was very interested in what he had to offer. I did find it odd that RCI would compete against themselves and when asked, Chris said it was a way for them to expand, or something to that effect.
As a result of several phone conversations, he promised me three villas for our different family members AND a $500.00 voucher for each villa that was as good as cash and could be used on anything but airline travel. This was all for the price of $400.00 per villa.
After some thought, I felt like this opportunity would be a good Christmas gift for each of our children and their families. So during the following week I purchased three vacation villas at the price of $400.00 each (total of $1,200) and charged them on my*** card. Two of the purchases went through on Oct. 15th (***) and one went through on Oct. 16th (***). They promised to send the three $500.00 vouchers to me as soon as the charges cleared***. I had to provide three different email addresses because Chris said he could only send one voucher to each family (he was in fact violating company policy by knowingly sending the vouchers to one person). I did provide three email addresses, all under my name. When I never received the vouchers I called Chris and he said they had to be coded because they were just like cash. For the next several days I was looking for emails from True Vacations but never received them. I did receive an email from an unknown source that was very suspicious and I did not open it. Later Chris said that was one of the emails and sent through an affiliate organization of True Vacations (???). I went back and the email had expired. Again Chris said it was a security function because of the cash value of the voucher. Chris said he would have someone call me to walk me through the "decoding" process. However, by this time we were preparing for another trip so Chris said he would have them place the call at an agreed date upon our return. That call never came! Since I did not receive the call as planned, I started calling True Vacations, both to finalize the schedule of our vacation as well as to obtain the vouchers. During my calls, Chris was never available and the receptionist would take a message for him to call me back but that did not happen until I became very frustrated with the receptionist. She then connected me with an individual by the name of Jose Rosa who introduced himself as a customer service manager. He said he would walk me through the process of opening my vouchers and walk me through the "TV Code" but since the old emails had expired, he would have to send new ones. That never happened! When I called back to talk to Jose R I was told that he had to go to Puerto Rico on emergency family business. The receptionist then transferred me to Chris whom I actually spoke with after such a long time. Chris told me that in order to make the reservations, I had to provide the names, dates of birth and sex of all my minor grandchildren that would be traveling. I told him that was not part of our original deal and I would absolutely not provide such information since that was personal information that I felt very uncomfortable divulging, especially to an out of country resort. Chris said he would contact the resort and ask for an exception to their rules because of my security concerns. That conversation was on the 8th or 9th of January and Chris promised to get back to me by Friday the 11th at Noon with the approved dates for our vacation. When I did not receive the call from Chris as promised, I started to call on Friday afternoon and only got voice mail. I have called numerous times since but my calls go immediately to voice mail or are just dropped. It is very apparent that my numbers are being blocked by them. What business can operate when their phones are always messed up or calls are dropped?

Summary:
1. True Vacations led me to believe they were affiliated with a legitimate company, RCI. In fact, they have nothing to do with RCI. They only use them (or other legitimate companies) to persuade their victims that they are on the up and up. I have since gone to the Revdex.com and have found they have used the same tactic on other victims who have complained to the Revdex.com.
2. In the last couple of weeks I have left numerous voice mails, both with a receptionist and on the phone voicemail. To date no one has called me back to address the issues I have with them. The lack of any response from True Vacations is further evidence that this is a scam operation.
3. The three $500.00 vouchers which were used as an enticement to get me to sign up for these vacation packages were never forthcoming or by the time I received them they were conveniently "expired". I was told I would be contacted by an agent to "walk me through" what they called the TV code. Again, this never happened and appears to be part of their scam.

Submitted by: ***
Address: ***
A
Email:

I HAVE NOT BEEN ABLE TO REACH THIS BUSINESS AFTER THEY TOOK MY MONEY. EVERY TIME I CALL THEY HANG UP AS SOON AS IT ANSWERS. I WANT A REFUND.
I HAVE NOT BEEN ABLE TO CONTACT THIS BUSINESS. THE PHONE LINE HANGS UP AS SOON AS IT ANSWERS. I HAVE TRIED TO REACH THEM SEVERAL DAYS OVER MONTHS. THIS BUSINESS LOOKS TO BE A SCAM. I WANT A REFUND. I CANNOT EVEN GET IN TOUCH WITH ANYONE TO ASK ABOUT USING MY PURCHASED "PACKAGE DEAL" SO I NEED A REFUND.THIS BUSINESS IS NOT TRUSTWORTHY.

My family and I booked a getaway with True Vacations Inc. Honestly, we were skeptical at first and thank goodness we gave them a chance and they have already sent us on not 1 but 2 vacations. Thank you for your awesome customer service department.

A rep from True Vacations led me to believe he was with Hilton Grand Vacations heis not. I purchased promotional time in properties that are not HGVC.
On 10/18 I received a call from Ronald W He said was selling vacation time and led me to believe he worked for Hilton Grand Vacations. I explained I was a member and we spoke about properties and areas that we had both visited. I explained I was interested in visiting the Hilton property in Phuket. I also explained to him that I was touring the New York property and at NO time did he let me know he was with a different company. I asked him on the call ( which was recorded) how he liked working for Hilton and in great detail told me he was a manager and had been working there for eleven years. Again he misrepresented himself, I signed up for the tour in Phuket at the Hilton property and purchased an additional tour for a family member. This is by the way standard practice for HGVC - they have members tour properties so they can get us to purchase additional time and or points I gave Ronald my credit card info over the phone - Ronald explained that I would be receiving an email and that I needed to sign it same day .
When the email came in it said it was from True Vacations - I was confused and called him back immediately at ***. I spoke to a co - -worker and explained my concern she then informed me that they did not work for Hilton but for True Vacations which was owned by RCI..I left him a message and we played phone tag. In the meantime I contacted my cousin via text ( which I have ) informing her NOT to sign anything because the properties are not Hilton Grand Vacations. She and I travel regularly together. To date we both have not signed anything.
Warren returned my call the following day 10/19. He explained he was not from Hilton and the properties are better and walked me through his website. I explained I was not happy with the properties he was offering, they were not the comparable to the Hilton properties with which we have our membership. I notified his complaint department on 10/19. I explained what happened and that I wanted a refund - they said all calls are recorded and that they would call me back within two hours. I did receive a call back from Ronald W He continued to push the promotion and said I was not comfortable with him or how things have been handled and did not want to purchase anything from him. He was upset but said that was fine.
I never signed anything, they have never sent a receipt for my deposit and continue to email me the sign up email daily. They have charged my card for $535 (2x) for a total of $1,070.00.
I contacted my credit card company as soon as the charges hit my card which was 10/22 and they are disputing the charges.
Today is the 29th - I gave them ample time to respond and refund my account The company is unethical and consumers should know.

This company called selling vacation packages but of course the resort the 5 star resort was supposed to have been sold out the week no refunds
Gina was our consultant she was the worst besides calling us llyers because we told her what we were promised. She didn't send us are artinarary we had to call several times.
We purchased our package and booked right away for Tennessee and the next thing we know we are getting a call that the resort is sold out and we are going to have to go stay at a 3 star hotel vs the 5 star resort we were promised with all the amenities and pay the same amount of money and I saw where that hotel was 59.00 a night well I didn't need thier packages for that place tried to either get my money back or make them upgrade me they would not do either