Complaints

This profile includes complaints for Martin Lake Resort, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Martin Lake Resort, Inc.

  14605 Parker Rd Biloxi, MS 39532-8709

  
• 

  Martin Lake Resort, Inc.

  PO Box 1098 Ocean Springs, MS 39566-1098

  

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:11/03/2022

  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.

  We were owners of vacation property at Styx River Resorts. The mortgage on our vacation property was paid-in-full. We received a phone call from the resort in July 2010. We were told the resort had been sold and that we needed to urgently choose an alternative location or risk losing our timeshare. We were told we had two choices, Long Beach, or Martin Lake. We traveled to the Long Beach property which was not a resort but rather “a body of water. We were frantic not desiring to lose all the money we paid for our family vacation spot. We felt pressured to choose one of the alternatives presented to us. We chose Martin Lake Resort even though it did not offer the amenities we had paid for and enjoyed at our Styx River Resort. We do not own an RV or motorhome and had always stayed at cabins location. We were assured by Timeshare Company salespeople that we would have access to facilities at any time. We were told cabins would be available and that we could book these at any time. We were told we could exchange our time for stays in other locations. We were led to believe we had made an investment in vacation ownership. We believed our children and grandchildren would benefit from the investment. We have tried to book cabins at the Martin Lake Resort on at least three occasions. We were told all the cabins were occupied or need maintenance. We have been able to use our property only once in 2017. We have not been able to exchange our time at the resort for stays at other locations because of the fees associated with exchanges. We sent correspondence to Martin Lake Resort Member Services Department in early 2022. We requested cancellation of our membership and requested to surrender our timeshare. We notified the Timeshare Company in that correspondence that we could not use our property and did not want to continue to pay maintenance fees.

  Business Response

  Date: 12/01/2022

    RE; ******

   In 2010 when Mr. and Mrs. ****** joined Martin Lake Resort, they were explained that we do have cottage rentals and they were able to book cottages 3 months in advance. They were also told that cottage rentals were first come first serve. When cottages are all booked, we do explain we have a cancellation list that they were able to be put on incase a cottage became available. I'm not sure when they tried calling to book a cottage because I have looked back through our cottage rentals availability, and we have had plenty of openings, of course holidays always book up fast and that is one reason we let our member's book 3 months in advance. As far as them explaining that they have not been able to exchange their time at the resort for stays at other locations, I'm not sure what they are meaning by that because Martin Lake is its own private Resort, and we have no other locations. If they had joined RPI (Travel Club) though Martin Lake Resort would be the only way, they would be able to use other locations affiliated with Martin Lake. I looked in their file and did not see where they ever joined RPI. Also, I am seeing in the file a letter we had sent to Mr. and Mrs. ****** on how to go about selling or transferring their membership. For any further information you can contact me at 

  228-******** or email me at ********* @hotmail.com. 

                                            Thank you,

                                         ****** ********** 

                                         Office manager

• Initial Complaint

  Date:10/21/2022

  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.

  On September 25,2022 our family had a house fire in *** ****** **. Our 8 month old grandson died in the fire. Our home was lost also. As a family we stayed in a hotel the week following in the area. Cruising the coast was due to start the following weekend and the hotel rates where set to double. In search of a solution and a healing place our family found two campers to rent from Martin Lake resort and paid for a month's rent on 9/30/2022. The total cost was $ 1960.00 which included 200.00 in deposits and was paid with donation money. That night we where set to start our stay and had placed our personal items in the campers. Almost immediately the camper our two teenagers where set to stay in started having problems with the electricity flickering off and on. The maintenance man showed them how to use the breaker to turn it back on which continued through the evening over and over. In the other camper there was a strong propane smell that was concerning due to our recent situation and no smoke detectors or fire extinguishers . My husband turned the propane gas off outside the camper to be sure that there was no propane gas leaking. As a family we left and went to eat down the street and upon returning to the campers the electricity was off once again in the camper where our kids would be staying. When the lights where turned on there was a mass amount of roaches that ran in every direction. We immediately exited the campers and took our belongings with us. That night while we where taken things back to the hotel the maintenance man rode by on a golf cart and told my husband that they don't give refunds and we would not be getting our money back. I called the office on Monday with no return call and Tuesday when my husband went there he was told that there was no refunds. I called Wednesday and was told the same thing. We did not stay there one night and we where not provided a safe place to stay. They have taken advantage of our tragedy. Please help.

  Business Response

  Date: 11/02/2022

   Mr. and Mrs. ******** came into the office at Martin lake Resort on September 25,2022. They explained they had had a house fire and lost everything they had. They explained they had been staying in a hotel and was told we had rental campers that we rent out monthly. I explained to them that we do and how much a month they were. They needed two rental campers because they had two older children and  that one camper wouldn't be enough room for the 4 of them. I had two rental campers open and luckily, they were close by each other. They were very thankful! We had gone back up to the office after I had gone and showed them the campers to go over the amount of each camper monthly. Mr. ******** told me that his wife was out in the van and that he would go out there to talk to her about it and would come back in to let me know if they were going to rent them. I explained to him that each camper would be $100.00 deposit and $880.00 per month and that we did not do refunds. He said that was fine and that their family was helping out and that they definitely needed something to live in until they decided what they were going to do. He then went out to his van and got a credit card and came back in and paid $980.00 each camper. They moved into the campers on 09/30/22 which was a Friday. I came back in to work on Monday and was told they had moved out because one of the campers had a gas leak and that the other camper had roaches in it. Mrs. ******** called me and asked about getting a refund and i explained to her that our maintenance guy had gone over to the camper to check for the gas leak and that there was no gas leak in that camper. I explained to her that i had just had that camper sprayed by the exterminator and that if she had seen any bugs that I would be more than happy to call him back out to respray the camper. I explained to her that we did not do refunds and that i had told her huaband that before they rented the campers. I also told her that i could refund the $200.00 deposit. she then said I will be contacting the BBB and hung up on me.

                               Please let me know if there is any further information you need, 

                                                                                                      Thank you,

                                                                                             ****** ********** 

                                                                                                Office Manager