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:05/12/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 talked with ***** and **** about getting into a timeshare with them. They made all of these promises and ***** gave the presentation and I believed him but he told a lie. I talked to him three weeks ago. Now they won&#**;t respond or answer **** want to get out of the timeshare.

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair 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.

  I have been receiving up to 10 phone calls a day - I have repeatedly ask them to stop. They always say I signed up for this vacation and I have not done so. I just want the calls to stop.

  Customer Answer

  Date: 04/14/2025

  After contacting you and filing a complaint I continued to call them and told them I had filed a complaint and that seemed to take care of the problem.  I have stopped getting the phone calls so far.

  Thank you,

• Initial Complaint

  Date:11/05/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 am writing to formally file a complaint regarding a timeshare purchased with Palace View by Spinnaker. Despite the timeshare being fully paid off, the annual maintenance fees continue to rise each year without prior noticesomething that was not disclosed during the sales presentation. Additionally, both the annual and exchange fees with *** have increased, yet it remains difficult to secure the preferred vacation exchanges we had anticipated. This situation has become increasingly frustrating, as the limited options available rarely meet our preferences.I initially purchased this timeshare with the intention of meeting the maintenance fee obligations and paying it off, which was financially challenging but manageable. Unfortunately, circumstances have since changed, and these fees now place a considerable burden on my finances.Two years ago, my wife, ********, passed away. Following her death, my interest in travel has greatly diminished. We had planned to take out life insurance after completing these financial obligations, but her unexpected passing left me responsible for substantial funeral expenses totaling $15,000, which significantly affected my financial standing.Adding to these difficulties, I recently had to replace my furnace at a cost of $5,000. Rising inflation has further impacted my grocery and monthly living costs, tightening my budget even more. I now live on a fixed income from social security, and the continued increase in fees has placed a significant burden on my finances. The ongoing maintenance fees for a timeshare I no longer wish to use have only added to my stress during this difficult period.Given these hardships, I respectfully request that Spinnaker consider waiving the maintenance fees and granting a compassionate release from the timeshare. This would greatly alleviate the financial strain I am currently experiencing.Thank you for your attention to this matter. I look forward to a favorable response.

• Initial Complaint

  Date:09/24/2024

  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.

  I am having to write this complaint because we are having extreme difficulty dealing with Spinnaker Resorts. We have been told we have to pay them $5,000 to be released from our timeshare. They have insisted that since it is a smaller portion of a larger amount of money that we owe, it is fair. When in reality, that is not something we can afford and weve shelled out about $10,000 and have never even used our timeshare. Weve tried calling to reason with them, sending emails, and the like and no one will budge. Another issue is that we were told we could sell our Diamond timeshare and use theirs, well its been listened and no one will buy it. Not even for $400. This was all promises made by them that never came up. So no, we are not able to pay $5,000 to them to settle. Hoping this gets someone's attention and we can move forward with a more reasonable solution.

  Customer Answer

  Date: 09/18/2024

  The Time Share that we own is: PALACEVIEW RESORT by SPINNAAKER  

                                                      700 BLUE *******

                                                       *******. MO. 65616

   

  Business Response

  Date: 02/18/2025

  BBB #********
  SR581186
  
  We appreciate the opportunity to address your concerns regarding your account with **********************.

  We understand your financial difficulties; however, your account remains open with a balance of $21,269.42 and is currently 765 days delinquent. In an effort to assist you, we have extended multiple settlement offers, including a significantly reduced settlement of $5,000.00. While we believe this to be more than fair given the outstanding balance, you have declined these offers.

  Regarding your concerns about exiting a non-Spinnaker timeshare, you were provided a referral to a third-party resale company.However, as outlined in the referral terms, no guarantees were made regarding the resale of your timeshare.

  At this time, your account remains with a third-party collection agency. If you would like to explore available options, we encourage you to continue working with them directly.
  Should you have any further questions or wish to reconsider the settlement offer, please contact the collection agency handling your account.

  Regards,
  Corporate Customer Relations

• Initial Complaint

  Date:08/06/2024

  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.

  To Whom It May Concern,We signed up for a vacation package with Spinnaker Resorts, expecting an affordable trip and a $100 gift card in exchange for attending a 2-hour presentation. However, the presentation lasted over 4 hours, during which we felt pressured to sign a timeshare contract. We were promised various perks and reassurances, but later found out we were misled.Since purchasing, weve encountered several issues, including unexpected maintenance fees, difficulty booking vacations, and a lack of communication. We feel deceived and overwhelmed by the financial burden and request to be released from the contract.Sincerely,***** and Phete Bouphanouvong

  Customer Answer

  Date: 08/15/2024

  Good Afternoon Team,

   

  The name is Spinnaker Resort *** a ********************

  Addresss:

  Spinnaker Resorts ******************************* Hilton Head, SC 29928

   

  Timeshare fraud, desire resolution Refund.

   

  Regards,

   

  ***** and Phete Bouphanouvong

  Customer Answer

  Date: 08/26/2024

  Good Morning, All,

   

  I still need help with my Timeshare cancellation attached is the contract I have with the resort in question.

  Thank you

  Best Regards,

  ***** and Phete Bouphanouvong

   

  Customer Answer

  Date: 08/26/2024

  Good Morning, All,

   

  I still need help with my Timeshare cancellation attached is the contract I have with the resort in question.

  Thank you

  Best Regards,

  ***** and Phete Bouphanouvong

   

  Business Response

  Date: 02/18/2025

  BBB #********

  SR577818

  Please know that we have been in communication with the Customers and are currently reviewing their issues. We will provide an update once the review is complete.

  Regards,

  Corporate Customer Relations

• Initial Complaint

  Date:04/25/2024

  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.

  We are filing a complaint against Spinnaker Resorts regarding our timeshare membership. Our experience has been marred by issues of high-pressure sales tactics, misleading information, and exorbitant maintenance fees, which have significantly impacted our financial stability and overall well-being. We were initially enticed to attend a sales presentation under the promise of free weekend lodging and a meal. However, during the presentation, despite expressing our disinterest in the offer, we were subjected to relentless sales pitches that included misleading statements about the benefits and obligations associated with the timeshare. The lack of transparency regarding additional costs, such as joining RCI, difficulty in trading the timeshare, and the substantial increase in maintenance fees over the years, only added to our concerns. Over the 23 years since our initial purchase, the maintenance fees have skyrocketed to over $900 annually, which has become unmanageable for us as retirees on a fixed income, compounded by health issues including a triple bypass and systemic scleroderma diagnosis. The financial strain caused by these escalating fees has become overwhelming and unsustainable, given our current circumstances. The challenges we encountered in utilizing the timeshare, along with the dissatisfaction with its limited benefits, have led us to seek relief from this ongoing burden. In a recent conversation with **** from Spinnaker Resorts, we were informed of an outstanding maintenance fee of $1,868 which we explained that we cannot afford. After explaining our desire to exit the timeshare, **** advised that we must pay a $1,000 deedback fee to exit the timeshare. We oppose these fees, considering our prolonged dissatisfaction with the ownership and the detrimental impact on our financial well-being and health. We believe that the excessive fees and lack of consideration for members' well-being contradict the principles of fair business practices.

  Customer Answer

  Date: 04/23/2024

  Our timeshare is Spinnaker Resorts in **********

  Business Response

  Date: 06/11/2024

  BBB21595989
  SR3925
  We appreciate the opportunity to respond to the complaint regarding Spinnaker Resorts. We take all feedback seriously and strive to address concerns promptly and fairly.
  We must clarify several points made in the complaint:
  History of Service: Over the 23 years since the initial purchase, there have been no documented complaints or issues reported by the complainants until now. We believe this indicates a satisfactory experience with our services over the long term.
  Maintenance Fees: It is standard for maintenance fees to increase over time to cover the rising costs of property maintenance and improvements. This is a common practice in the industry and ensures that our properties remain in excellent condition for all members. The current maintenance fee of $900 annually is competitive within the market and necessary to maintain the quality of our resorts.
  Cancellation and Deedback Process: We understand that financial situations and personal circumstances can change. Our deedback process is a standard procedure designed to provide a clear and fair path for members wishing to exit their timeshare. The associated $1,000 fee helps the *** recover from any losses from the cancellation and ensures the proper transfer of the deed and title.
  Health and Financial Considerations: While we empathize with the complainants' health issues and financial strain, our policies are in place to ensure fairness and consistency for all members.
  In conclusion, while we regret that the complainants feel dissatisfied, they are required to pay the deedback fee if they wish to exit their timeshare. We encourage the Consumers to follow the proper channels to resolve their issues. We are committed to assisting them through the appropriate procedures to ensure a smooth transition.
  Regards,
  Corporate Customer Relations

  Customer Answer

  Date: 06/13/2024

  Complaint: 21595989
  
  I am rejecting this response because:
  
  How can your company expect us to cough up $1,000 on top of the maintenance fees just to exit? How is that a fair path for your members who were lied to and misled to start with? We've been struggling to afford the timeshare, and now your company wants more money we don't have just to give back something we never should've gotten into in the first place. We trusted your company, and we were let down big time. The least you could do is waive these fees and let us move on. It's not right to hold us hostage to a deal built on lies and empty promises. Our health and finances are on the line here, and your policies only seem to care about the bottom line. How is that fair or compassionate?
  
  Sincerely,
  
  ***** And ***************************