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:03/19/2024

  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 purchased an every-other year timeshare with Stonebridge Village, Coopershares at ******************* in ************* in 2000, ********************************************************, Vacation Week 33 ODD year. Has also been ************************* and then Escapes. We have paid upwards of $10,000.00 for maintenance fees and special assessments.. At the sales presentation in 2000, we wanted to take some time to think about everything as the high-pressure pricing and perks were so confusing and constantly changing. We felt so rushed and the salesperson pressured us really hard and warned us once we walked out the door the price would increase substantially, and we would not be allowed the extra perks. At the time we were led to believe we would be able to travel the world in luxurious accommodations through RCI, ********************** and such. Of course, we were never able to secure those luxurious accommodations, even settled for a rundown condo one time because that was all our trade would allow. Our purchase price is paid in full and we have never been late or defaulted on our maintenance fees. We gave up trying to trade to another resort through RCI as there were never properties available with our trade value. The high maintenance fees we have been paying since 2000 have NOT been used to maintain the property. The furniture from 2011 is the same furniture being used today, rusted doors, peeling paint, etc. We have tried numerous times to chase down the actual owners of this property. We no longer want to be part of this resort but in trying to do so we only get hit with yet ANOTHER pitch by Thousand Hills to buy into this even further. We want and need to be done with this timeshare. We had hoped to enjoy this and pass it on to our family, but we do not intend to pass to our family the woes we are encountering. This whole affair has been extremely disappointing and not even close to the freedom to vacation and see the world that we were promised.

  Business Response

  Date: 03/29/2024

  Please see attachment for business response.

  Customer Answer

  Date: 03/29/2024

  Complaint: 21456216
  
  I am rejecting this response because:

  
  This answer I realize is your basic stock answer for every complaint. You claim you do not own the property, but you must report to someone who does own the property. You must be aware of what is going on in the property you represent as it is my understanding that you represent the timeshare property owners interests. If I am incorrect in this, what then is your role exactly? Am I to understand that Thousand Hills is speaking to timeshare owners on their own with no approval from you? Are you saying you have no idea who actually owns these properties i.e., purchased this from Coopershares, Escapes, or any of the other companies who this has transferred to in the past twenty or so years? 
  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 04/15/2024

  Please see the attachment for the business's response. 

• Initial Complaint

  Date:11/06/2023

  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.

  This is for a timeshare and I was told I needed to have a meeting with ********************* and he was very High pressure and he told me that the condominiums needed to be repaired and that I would have to help get them repaired since I was a timeshare owner. Approximately $4000 and the cost keep increasing every year I would never be able to get out of it and my only other option would to pay them $13,995.00 plus $3000.00 for a transfer fee. He wanted me to pay him yesterday and he informed me not to talk to my children about it and that I would have to make the decision myself and I had 48 hours to make my decision. I want to get out of the timeshare and I want to deed it back to them because this is so abusive.

  Business Response

  Date: 11/16/2023

  November 14, 2023

  Via Email: ********************************************************

  Dispute *********************

  Better Business Bureau RE: ********************* ID ********

  Dear Better Business Bureau:

  We acknowledge receipt of your correspondence dated November 6, 2023 addressed to Stonebridge Village COA regarding the above-referenced consumer complaint. Please feel free to direct future correspondence regarding this matter to my attention. This firm represents the Oakridge ******************************* **** (********). Please note that the ****** complaint does not refer to ********, and instead refers to Stonebridge Village COA. Despite that fact, we are responding based on our understanding that **************** owns real property interests in specific Vacation Weeks at ********. In summary, the ****** complaint asserts that ********************* pressured **************** to pay him money to take ownership of her Vacation Weeks. The complaint concludes with **************** explaining: I want to get out of the timeshare and I want to deed it back to them because this is so abusive. (emphasis added). Respectfully, **************** complaints do not regard our client. First, our client is merely a property owners association, and did not sell the properties to ****************, and there is no contract between **************** and our client to rescind. Even if it were legally permissible to force our client to accept ownership of real property against its will (and this is not a legal possibility), it would literally be impossible to deed back those properties to our client, since it never owned them in the first place. Additionally, ********************* is not an employee or agent of our client. Our impression is that **************** perhaps spoke with an agent of a third-party entity in the business of acquiring such properties, but regardless of who ********************* is or what he may or may not have said, ********************* was certainly not authorized to speak on behalf of our client. ****************, if she is unrepresented, or her legal counsel if any, are welcome to contact our firm, but at this point her complaint does not appear to regard our client. If after receiving this response you believe additional information would be helpful, please do not hesitate to contact me.

  Cordially,

  **** & ********, LLC

  Customer Answer

  Date: 11/20/2023

  Complaint: 20833015
  
  I am rejecting this response because: After filing a complaint with the Better Business Bureau to report that I had been subjected to a fraudulent SALES SCAM by a "*********************" who was an agent of the Oakridge Condominium        ************************* (ie "Oakridge COA") on November5, 2023, a response was filed by a legal firm representing the Oakridge COA, ***** "**** and ********, LLC.   The response of **** and ********, LLC provides conclusive evidence that the Oakridge COA, **** is engaged in a high-pressure, threatening SALES SCAM targets and financially exploits the elderly Time Share owners of the Oakridge COA, **** Financial Exploitation of the Elderly is a crime in the state of ********. **** and ******** falsely claim that the individual who pressured me and threatened me to put $17,000 on my credit card to "liquidate" my deceased husband's Time Share and not to tell my children was a "third party entity in the business of acquiring such properties" and was "certainly not authorized to speak on behalf of our client."  HERE ARE THE ****** An individual named "***********************" who claimed that he was a manager of the Oakridge Condominiums, approached me on TWO occasions at the offices of the Oakridge COA, **** (located at ***************************************************************). *********************** approached me on July 13 and November 2, 2023, when I was checking in at the Oakridge COA, **** office to use my husband's Time Shares. When *********************** approached me, he stated that I had to attend a Time Share owner's meeting with an agent of the Oakridge COA, **** *********************** then set up a specific appointment time for me on November 5, 2023 at one of the Oakridge COA, **** condominiums. He set up the appointment for 8:30 a.m. on Sunday, November 5, 2023. *********************** gave me a map and pointed out the precise Oakridge Condo where I was supposed to go.  When I arrived for the meeting, I was met by "*********************" who stated that he was an agent for the Oakridge COA, **** and that he was the only one with whom I could speck. He then proceeded to pressure me for 1 and 1/2 hours into putting $17,000 on my credit card or to sign a loan agreement with the Oakridge COA, ****  to "liquidate" my husband's interest in the one-week Time Share. He insisted that I make this $17,000 payment BEFORE I left the Oakridge Condo and he had an assistant who he said would prepare the deed-back and loan papers and file them with the Stone ************************* He warned me, repeatedly, not to talk to my children about this transaction.  After my initial report to the BBB, I received a call from yet another "agent" of the Oakridge COA, **** This individual stated that he was "*****************"  and that he was an agent of the Oakridge COA, **** He stated that he had been hired by the Oakridge COA, **** to raise more revenue to repair and refurbish the Oakridge Condos which had fallen into a state of neglect and disrepair due to the mismanagement of the maintenance fees over the years. He stated that he had been hired to raise the money from the existing Time Share owners who were in their 70's and 80's to pay for the repairs of the neglected Condos. "*****************" acknowledged that "*********************" worked for the Oakridge COA, **** and that he, ***** ***, was ************************* manager. ***** *** stated that ********************* had not been properly trained yet and that is why he threatened me. This is obviously a SCAM ENTERPRISE that operates by EXPLOITING THE ELDERLY Time Share owners. There must be a full independent audit of the shadowy directors of the Oakridge COA, **** that opens the books on how the Time Share fees have been spent over the years, the salaries earned by the directors and employees of the Oakridge COA, the bank accounts of the various line items of the "maintenance fee" schedule and the specific ways all of the maintenance fees have been spent. Why have the Condo's not been maintained if the Oakridge COA, **** received fees to maintain them. What has happened to the money? The Oakridge COA, **** must be audited and investigated by the State of Missouri for possible criminal activity. 

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

  Business Response

  Date: 11/30/2023

  Dear Better Business Bureau: We have received and reviewed the supplemental complaint from **************** in the above-referenced matter. Essentially, **************** now alleges that ********************* and *********************** and ***** *** pressured her to give them money to take a timeshare deed for real property within the Oakridge ******************************* **** This firm represents the Oakridge ******************************* **** As previously reported, this is merely a property owners association. Our firm does not represent *********************, ***********************, or ***** ***, and those individuals, whoever they may be, are not employees of our client. We are also not aware of representing any employer of those people. Our client has never owned **************** property, has never asked **************** for the property, and has never offered to take ownership of the property, let alone pressured her to do so. Please feel free to contact us if you have any additional questions or concerns. Cordially, **** & ********, LLC

• Initial Complaint

  Date:10/24/2023

  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.

  I am writing to file a formal complaint regarding the timeshare presentation that was attended at this resort. My partner and I were offered a free stay for two nights along with one meal and tickets to a show in exchange for attending the sales meeting. We were told that the meeting would only last 30 minutes, but it went on for over an hour and the representatives were very pushy in their approach.
  During the sales pitch, we were convinced that investing in the timeshare would be a great opportunity, and we were assured that we could sell or rent it out anytime. However, we soon discovered that this was not true. We could only use the timeshare on even-numbered years, and when we called to set up an appointment to use it for the next three weeks, we were told that we couldn't do that. Another issue we encountered was regarding the involvement of our family members. The sales representatives told us that our family members could also use the timeshare, but when we tried to make arrangements for our family to use it, we were refused because we were not with them. This has caused inconveniences for us, as we don't want our family to be strapped with the maintenance fees that are going up every year. The sales representatives did not discuss the maintenance fees with us during the presentation. While we did sign something about the maintenance fees, we were told not to worry about it as they wouldn't bother us. However, we were not aware that these fees would increase every year. Finally, we were told that we could accumulate weeks and use them for up to 2 weeks at a time. But when we called and asked about this, we were told that we could not build-up our weeks. All these issues have caused significant inconvenience, frustration, and financial burden for us. We were misled and coerced into buying a timeshare that doesn't meet our needs and expectations. We request that this company take immediate action to address these issues and provide us with a satisfactory resolution.

  Business Response

  Date: 11/07/2023

  Please see attached. 

• Initial Complaint

  Date:10/05/2023

  Type:Service or Repair 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.

  Originally purchased Stonebridge Village timeshare on 8/16/1997 in Reeds Spring, MO. However, this is an ongoing issue.
  
  We have paid upwards of $26,020.00 since the original purchase.
  
  Maintenance fees started at $350.00 a year and are now $782.00 a year and rising.
  
  We only had a 72 hour rescission period after signing the contract.
  
  During the original presentation, the salesperson tried their best to ignore our desire to “think it over” and kept changing the subject, telling us about all of the added perks. We were told it was a great “investment” that we could either sell or pass on to future generations. We were told it would always be easy to rent out our timeshare to guests or to exchange our weeks whenever we wanted.
  
  We originally made this purchase roughly 25 years ago, when we were much younger and the idea of tropical resorts and world travel appealed to us much more than now. However, we found out that people at other desirable resorts rarely “bank” their weeks and we were never able to travel to any beautiful locations. We were assured our timeshare weeks were “prime weeks” and could easily be traded, but one of the only times we made an exchange was what ended up being a filthy condo in horrible condition in Kitty Hawk, NC.
  
  We have only visited Stonebridge in Missouri 14 times since the original purchase in 1997. This timeshare has not been what we envisioned and we are simply looking for a way out of this situation.
  
  ******* *** ***** ******

  Business Response

  Date: 10/26/2023

  We acknowledge receipt of your correspondence dated October 16, 2023,
  addressed to “Stonebridge Village COA” regarding the above-referenced
  consumer complaint. Please feel free to direct future correspondence regarding
  Office Share:
  **** ****** ** ** **********
  ***** ******
  This firm represents the Oakridge Condominium Owners’ Association,
  Inc. (“Oakridge”). Despite the fact that Mr. ******’s complaint references
  Investigator: “Stonebridge Village,” we are responding based on the understanding that the
  ******s own real property interest in a Vacation Week at Oakridge, pursuant
  ***** ****** to a warranty deed. Since the time of Mr. ****** filing his complaint, we have
  been in contact with him and have reached an agreement to transfer his
  
  property interest to my client, Oakridge. We are currently in the process of
  finalizing this transfer and expect the matter to be resolved shortly.
  
  **** ** ******** ***
  ************ ** *****
  Cordially,
  
  **** * ********* ***
  

• Initial Complaint

  Date:06/16/2023

  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.

  I am writing to share my dissatisfaction and frustration with the StoneBridge Village timeshare experience. Looking back on our initial purchase, we feel that we were victims of high-pressure sales tactics. I can recall several instances during the sales presentation when I wanted to walk away, but we were guilted into staying and listening to more. It is disheartening to know we have been completely misled by this company. We have only used this timeshare in Branson once, and in other years we attempted to trade the days into RCI to use other facilities. We were not informed upon purchasing this timeshare that resells units like RCI interval, and others charge annual fees and impose a fee every time you do a transfer. Consequently, it has become more expensive to use our own vacation time than to book our own vacations independently. Furthermore, we no longer have any interest in visiting Branson and find that using a transfer agent like RCI is both costly and disappointing in terms of value. Booking through RCI has proven to be extremely difficult, with limited locations that appeal to us. Additionally, the annual maintenance fees for Stone Bridge Village have increased several times, and we do not wish to burden our children with this headache. This experience with this company has been so bad at one point, we traded this timeshare in on another vacation club. However, that organization ceased paying the maintenance fees and never transferred the title to anyone else. I have reached out to this company with my valid concerns and have been told they do not matter. Given the above-mentioned issues, the least we deserve is for this company to reach out to us and cancel our contract with them immediately.

  Business Response

  Date: 06/30/2023

  Dear Better Business Bureau: We acknowledge receipt of your correspondence dated June 23, 2023 addressed to “Stonebridge Village COA” regarding the above-referenced consumer complaint. Please feel free to direct future correspondence regarding this matter to my attention.This firm represents the Oakridge Condominium Owners’ Association, Inc. (“Oakridge”). Please note that Mr. *******’s complaint does not refer to Oakridge, and instead refers to “Stonebridge Village.” Despite that fact, we are responding based on our understanding that Mr. ******** owns a real property interest in a specific Vacation Week at Oakridge, pursuant to a Warranty Deed, which he purchased from Cooper Communities in 2011. Based on the description contained in their complaint, there appears to be some confusion over the nature of the relationship between Mr. ******* and Oakridge, particularly since his complaint is based entirely on allegations against entities other than Oakridge.In summary, the ******** complain that: (i) a sales representative made misrepresentations in selling a timeshare; (ii) the Spellins then “traded” this timeshare with an unnamed vacation club to pay their StoneBridge Village maintenance fees; (iii) the vacation club has ceased to pay said fees, and that (iv) the ******** no longer want to be responsible for said maintenance fees. None of the complaints asserted are attributable to Oakridge.First, Oakridge did not sell the Spellins their Vacation Week. They own a real property interest pursuant to recorded deed in a specific Vacation Week located at Oakridge, which they purchased from Cooper Communities.They have been owners for 12 years, and there is no way that Oakridge could terminate or release them from a contract, because there is no contract between Oakridge and the ********. The ******** presumably had a sales agreement withCooper Communities, but they appear to have fully performed and are deeded

  owners. Again, Oakridge was not a party to that agreement. To the extent that the ******** regret their purchase of that property and want to cease ownership, then it should be emphasized that Oakridge is merely an owners’ association, and the ******** just happen to be included in that owners’ association. As to Oakridge, the ********’ complaint in substance is no different legally than if they owned a house in a neighborhood that was part of a homeowner’s association, decided they no longer wanted to pay assessment fees, and then demanded that association find a way for them to not own the house anymore. Simply put, there is no relationship between the ******** and Oakridge other than the fact that the ******** own a real property interest in a Vacation Week at Oakridge. If after receiving this response you believe additional information would be helpful, please do not hesitate to contact me.Cordially,KECK & PHILLIPS, LLC

  Customer Answer

  Date: 07/26/2023

  I am writing in response to your correspondence regarding my complaint against Stonebridge Village. While I appreciate your prompt attention to this matter, I must express my profound dissatisfaction with the content of your response.

  
  I must stress that the crux of my complaint is not a regret of purchase, but rather the allegations of misrepresentations made by a sales representative during the sale of my timeshare. 

  
  You have stated that Oakridge Condominium Owners’ Association was not involved in these transactions. However, the fact remains that we own a real property interest in a Vacation Week at Oakridge. Oakridge is the only company we can reach out to regarding this matter.

  
  Your comparison of our situation to owning a house in a neighborhood and being part of a homeowner’s association is misguided. Oakridge needs to be held accountable for the issues of all timeshare owners for StoneBridge.

  
  In conclusion, while your response acknowledges receipt of our complaint, it does not address our concerns or provide any form of resolution. As such, we find ourselves still mired in this frustrating situation. We would greatly appreciate a more constructive approach to resolving the issues we have raised.

  
  We look forward to your prompt response.
  ******* ********
  

  
  

  Business Response

  Date: 08/09/2023

  This firm represents the Oakridge Condominium Owners’ Association, Inc. (“Oakridge”) and reviewed a copy of the above-referenced complaint. As previously reported, Oakridge did not sell the property to Mr. ********, which fact he acknowledges. Further, and respectfully, Oakridge has no legal obligation whatsoever in this matter. Nevertheless, Oakridge is in the process of contacting Mr. ******** in an effort to address his desire to leave the community.Cordially,KECK & PHILLIPS, LLC

• Initial Complaint

  Date:04/06/2023

  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.

  We were led to believe Stonebridge Village would be a great investment to buy the timeshare and that we could exchange our week at any of their other properties without an issue or fee. Never once were we able to go to any other property and now they no longer own them, causing us to believe that exchanging was never really an option. No way would I ever make such a decision again. I am confident that this is a scam as they taken advantage of the consumer with misleading promises. Our experience with this timeshare company has been very frustrating. They’ve changed phone numbers often, they are very hard to contact, and their customer service isn’t very good. The whole experience has been very frustrating in the fact that we never enjoyed the various properties we thought we were buying into. We were misled, misinformed, and manipulated into purchasing this timeshare. We are confident that since the mortgage was paid off many years ago, they have the ability to cancel the maintenance fee obligations, which is what we have filed this complaint to accomplish. We're demanding the paperwork to be sent to us within a reasonable timeframe to terminate all responsibilities with Stonebridge Village.

  Business Response

  Date: 04/17/2023

  April 14, 2023Via Email: ******************Dispute Resolution DepartmentBetter Business BureauRE:******* ******** – ID ************ Better Business Bureau: We acknowledge receipt of your correspondence dated April 7, 2023 addressed to “Stonebridge Village COA” regarding the above-referenced consumer complaint. Please feel free to direct future correspondence regarding this matter to my attention.This firm represents the Oakridge Condominium Owners’ Association, Inc. (“Oakridge”). Please note that the ******** complaint does not refer to Oakridge, and instead refers to “Stonebridge Village COA.” Despite that fact, we are responding based on our understanding that ******* and Theresa Woronick own a real property interest in a specific Vacation Week at Oakridge, pursuant to a Warranty Deed, which they purchased from Escapes, Inc. in 2002. Based on the description contained in their complaint, there appears to be some confusion over the nature of the relationship between the********* and Oakridge, particularly since their complaint is based entirely on allegations against entities other than Oakridge. In summary, the ********* complain that: (i) a sales representative made misrepresentations in selling a timeshare; (ii) the ********* thought that they could exchange that property to stay at other property, which is no longer owned by the entity that sold the ********* the timeshare, and that (iii) the ********* have had difficulty making contact with that entity because it has changed phone numbers. None of the complaints asserted are attributable to Oakridge.First, Oakridge did not sell the ********* their Vacation Week. They own a real property interest pursuant to recorded deed in a specific Vacation Week located at Oakridge, which they purchased from Escapes, Inc. They have been owners for 20 years, and there is no way that Oakridge could terminate or release them from a contract, because there is no contract between Oakridge and the *********. The ********* presumably had a sales agreement with

  Escapes, Inc., but they appear to have fully performed and are deeded owners. Again, Oakridge was not a party to that agreement. To the extent that the Woronicks regret their purchase of that property and want to cease ownership, then it should be emphasized that Oakridge is merely an owners’ association, and the********* just happen to be included in that owners’ association. As to Oakridge, the *********’complaint in substance is no different legally than if they owned a house in a neighborhood that was part of a homeowner’s association, decided they no longer wanted to pay assessment fees, and then demanded that association find a way for them to not own the house anymore. Simply put, there is no relationship between the ********* and Oakridge other than the fact that the ********* own a real property interest in a Vacation Week at Oakridge. Second, there is no clear connection between the *********’ unhappiness with vacation options at other locations, owned by entities that are not Oakridge, and Oakridge. Again, Oakridge is merely a Missouri owners’ association, it does not own or control resorts in other states, and it also is not an exchange company.Third, although Oakridge sympathizes to the *********’ difficulty in contacting Escapes, Inc., this does not provide any mechanism by which Oakridge must accept or assist in the transfer of their real property ownership interests. If after receiving this response you believe additional information would be helpful, please do not hesitate to contact me.Cordially,KECK & PHILLIPS, LLC

• Initial Complaint

  Date:12/06/2022

  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.

  We are reaching out due to the lack of communication and service we have received from Stonebridge Village COA. We received an annual budget and maintenance bill, as we do every year, and are highly alarmed at what we found. We have tried to contact them directly, but our emails go unanswered, and our phone calls aren’t returned. We have tried very hard to get in touch with someone, and after filing a Missouri Attorney General complaint, we finally got a response from their law firm, denying that they did anything wrong again. We have done everything they have asked, and we get nothing in return.
  
  Now, as for our issues with the budget, they are as follows. On the fee schedule, there is a “bad debt” expense of $165.89 as part of the annual fees. We have no bad debt with the association and find it fraudulent to pay for other people's bad debts. They are also trying to charge a cleaning fee of $65, which we will not pay. We have not been there to require that cleaning service and feel it is not right for us to front that cost. The list of items/supplies/services is also highly exaggerated. This appears to be price gouging at its finest. We have uploaded the budget page for your reference.

  Business Response

  Date: 12/13/2022

  Via Email: ****************** Dispute Resolution DepartmentBetter Business BureauRE:*** **** ** ******ID # ************ Better Business Bureau:We acknowledge receipt of your correspondence dated December 6, 2022 addressed to “Stonebridge Village COA” regarding the above-referenced consumer complaint. Please feel free to direct future correspondence regarding this matter to this office. We represent the ******** Condominium Owners’ Association, Inc., (“********”) which manages vacation property in which the ******* have a deeded interest. Respectfully, *** ******** well-aware that she is an owner at ********, not “Stonebridge Village COA,” and *** ******** complaint to your office incorrectly suggests that ******** has disregarded her various complaints, when in reality ******** has responded to two complaints by *** ****** to the Missouri Attorney General’s Office, and now your office, and is also in the process of responding to *** ******** complaint to the Arkansas Attorney General’s Office. Additionally, *** *******’ complaints vary from one entity to the next, and ******** has addressed each. In contrast to *** ******** previous complaints, *** ******** complaint to your office primarily describes that owners, such as the *******, have annual assessments to pay common expenses. From there, *** ****** complains that their most recent assessment included expenses for “bad debt” and property cleaning, and that the ******* should not have to pay for these because they did not use the property. However, as owners since 1999, the ******* are fully aware that the entire point of an owners’ association is to protect the owners as a whole by maintaining their property, and that these are precisely the sort of common expenses that would normally be included in an assessment. Substantively, *** ******** complaints in this regard are no different than if a homebuyer got angry at her HOA for

  December 12, 2022Page 2 including swimming pool cleaning expenses, merely because that owner did not use the pool that summer. If after receiving this response you believe additional information would be helpful, please do not hesitate to contact me. Cordially, **** * ********* ******