Complaints for Eagle Point Vacation Resort in Vail, CO

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
3	Agreed to make an adjustment
0	Refusing to make an adjustment
2	Refuse to adjust, relying on terms of agreement
1	Unanswered

6 complaints against Eagle Point Vacation Resort

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6/8/2025

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $24,771.00 Amount Settled: $0.00

Customer Complaint

5/16/2025

I'm writing to share our frustrating experience with Capital Vacations that's left my wife and me feeling misled and mistreated. We were happy owners of a fully paid-off timeshare with no plans to upgrade. However, during a promotional stay in Pigeon Forge, we were required to attend a presentation. What started as a seemingly standard event turned into a high-pressure sales pitch that dragged on for over five hours. The salesman and finance manager told us that the equity from our existing timeshare would completely cover an upgrade at no additional cost. They also talked about an "owners assistance program" where we could use points to make payments, but their explanations were vague and confusing. When we tried to ask questions, they told us to stop worrying and just sign the paperwork, promising us it would all "work out." After hours of this, we decided to sign it just to end the ordeal. The next day, we realized the contract required us to sell over 3 million points, which was impossible because of a 150,000-point cap. We immediately confronted the finance manager, who assured us the paperwork would be canceled and our down payment refunded within a week. That didn't happen. Despite trying to follow up, he avoided us and didn't keep his word. When we escalated the issue to management, they brushed it off, chalking it up to a "misunderstanding." Instead of taking responsibility, they offered a vacation as compensation, which didn't add Resolution Sought We want Capital to refund the money we spent on this upgrade, cancel our ownership, and all future financial obligations

Company Response

5/23/2025

We apologize if the Dickman family’s experience with Capital Vacations did not meet their expectations. On May 21, 2025, we attempted to reach the Dickman family, but we were unable to connect with them. We tried to leave our contact information and a callback number, but the phone disconnected. The Dickman family requests that their contract be cancelled. Capital Vacations recognized the need for a solution for its owners who may no longer wish to own, and, in fact, Capital Vacations is a founding member of the Responsible Exit Program, established by American Resort Development Association ("ARDA"), to address these owner’s issues. ARDA is the trade association for the timeshare industry - https://www.arda.org. Capital Vacations developed the “Graceful Exit Program”, as part of its work with ARDA. This Program is designed to assist owners who have a loan that is paid in full, who are current on Club Dues, Facility Fees, and Common Assessment Fees, and who are willing to pay a Graceful Exit Fee in order to terminate their ownership. In the event an owner complies with all the requirements set forth above, and is eligible, CV offers to release those owners who wish to participate from any future contract obligations and those owners transfer their ownership back to our company. Please encourage the Dickman family to reach out to Financial Services at (833) 849-0301, available Monday through Friday from 8 a.m. to 5 p.m., to discuss their account and potential settlement options. The Dickman family can also contact our Owner Services department at (844) 777-2582 Monday through Friday, from 9 a.m. to 6 p.m., and on Saturdays, from 9 a.m. to 5:30 p.m. (EST) to receive a walkthrough of their ownership or get clarification and details on all the benefits and programs afforded to them as owners.

5/22/2025

RESPONSE: Agreed to make an adjustment Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

4/30/2025

We are writing to express our deep dissatisfaction with Capital Vacations. Initially, the promise of a timeshare seemed like a worthwhile investment, but the escalating maintenance fees have become unjustifiable. Despite having fully paid off our timeshare, we face persistent booking issues and relentless pressure to upgrade without any tangible benefits. This arrangement offers no value, and we are demanding the immediate cancellation of our timeshare agreement. Despite multiple attempts to address our concerns, Capital Vacations has failed to respond to our requests to cancel. Our experience has been plagued by a series of unfulfilled promises. We upgraded our package due to the constant difficulty in booking dates but still encountered the same issues. We were assured VIP membership perks, including access to special airport lounges, only to discover these were not included unless an additional payment was made. During a stay at Stormy Point, the accommodations were unsatisfactory, with broken A/C and no viable alternatives provided. On another occasion, despite booking well in advance, the houses we requested to be close together for our family were not arranged as promised. These ongoing disappointments leave us feeling deceived and greatly overcharged. The failure to meet the expectations set at the outset and the lack of response to our cancellation request indicate a breach of trust. We urge the Business Consumer Alliance to assist us in facilitating the immedia Resolution Sought Timeshare cancelation

Company Response

5/12/2025

We are sorry to hear about the Coleman family’s experience with Capital Vacations being less than stellar. Fortunately, we made contact with the Coleman family on May 9, 2025, and discussed the Graceful Exit program. This is CV’s only program that offers our owners, that are paid in full on their loan and maintenance fees, an exit out of their Capital Vacations Club Membership. At this time, we are still continuing to communicate with the Coleman family to help them with their issues.

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