Complaints

This profile includes complaints for Southern Peaks Resorts, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Southern Peaks Resorts, LLC has 4 locations, listed below.

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  Southern Peaks Resorts, LLC

  33 Brookline Road Lincoln, NH 03251

• 

  Southern Peaks Resorts, LLC

  639 Main Street Ogunquit, ME 03907

• 

  Southern Peaks Resorts, LLC

  134 Menauhant Road East Falmouth, MA 02536

• 

  Southern Peaks Resorts, LLC

  241 Grand Ave. Falmouth, MA 02540

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:07/09/2024

  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.

  I was recently diagnosed with MS and I have been trying to cancel my timeshare at InnSeason and Pollard Brook since finding out. I would think that they had some sort of hardship program for medical issues and since I won't be able to travel and will be spending more money on medical issues...this has become an issue and making owning the timeshare nearly impossible.I sent proof to the company on 4 June 2024 and they ignored it. I was told that since I have a mortgage I don't qualify for hardship...that doesn't make sense. My hardship goes hand in hand with my medical difficulties and finances. How many "Doctors" work at InnSeason and are qualified to tell my doctor that I should still be able to travel with ******** doesn't this qualify me for hardship? I don't know.

  Business Response

  Date: 08/07/2024

  Good afternoon,

  Sorry for the delayed response, but I was out of town for two weeks when the initial complaint was received by the company.  *********** has had a relationship with the consumer since March 2016 and she has "upgraded" her ownership twice since 2016 and now has a peak summer interval at one of the highest rated resorts in ************* for vacation ownership.

  I have been emailing, talking to on the phone or assisting this consumer the past 12 months since she filed another BBB complaint in eastern Mass and then filed an Attorney General complaint in ************* last fall.  I was finally able to do an online demonstration with the consumer in Janaury 2024 to show the value and benefits of the InnSeason Gold Card and the *** Points and how to use a home week reservation at her resort in *******, ***

  Unfortunately, this complaint is made to get out of her contractual agreement that has a Promissory Note with a balance which precludes her from applying for a "release" from the Board of Directors.  If she wants to pay off the loan in full, then she can apply for a hardship and just being a medical prognosis does not mean that it's an automatic approval of a release of the rights and obligations.  

  I left a voicemail message for the consumer to discuss and reiterate that her Promissory Note must be paid in full with the Seller prior to applying for any release from the Association and its Board of Directors.  Our team has not ignored her as she claimed.  Our Resort Services team left a lengthy voice mail message on May 29th a few days prior to the consumer sending something to someone, but not sure to whom or where she sent it.

  I hope we can assist this consumer, but this is not a gym membership that it may be easy to fill out a form to cancel in the office.  This is an ownership interest of real property and a membership into a *********************** where we all pay into our annual fees to cover the operating expenses of the resort and we have agreements on how to handle the transfer or exit of that ownership in our governing documents and policies.

• Initial Complaint

  Date:07/07/2024

  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.

  Since April 24. 2024, we have made several attempts to get out of this timeshare with Pollard Brook.It's really disappointing to see how little Pollard Brook is willing to assist us after years of owning and paying. We are done now. But, of course, their lack of revenue becomes our issue. Although we have done everything we could to keep this timeshare, we have never even used it as we had trouble navigating the system even after several attempts to have their guidance to do so. We still don't see a fit or the ability to continue ownership. We told them we had done what we could to keep it, but we can't.All we want is an opportunity to get out. A cancellation and if not possible then a settlement... SOMETHING.It's completely disheartening that after 9 years and shelling out $20K to this resort they will now ignore all of that and turn their back on us.

  Business Response

  Date: 07/08/2024

  These are owners of the resort at InnSeason Pollard Brook and as owners, there are condo governing documents, change of ownership policies set by those documents, transfer policies provided to assist owners that are approved by the ***** of ********* and communicated to all the owners each year in the newsletter and online in their account library.

  This couple reached out, our Resort Services team responded to their inquiry and mailed out the Change of Ownership Packet that is standard for all owners of the Pollard Brook ************************ for which they are members.  Their complaint does not provide the full scope of our attempt to help guide them through the options, but they simply didn't actually follow through with any of the required steps that was communicated to them by the Resort Services team.

  They have the contact information for the Resort Services team and they have the Change of Ownership packet to guide them through their options.

  This is not the place to address their contractual agreement with the ***** or the resort, so hopefully they reconsider asking to remove this complaint since it's unproductive and unnecessary considering our team did speak with them and offered guideance, but I guess they just didn't want to follow the process?  Let's hope that when I speak with them in the next few days, they will follow the process and options already presented.

  They also don't mention how the reservation team had spent time trying to help them actually use and enjoy the program and the team member was hopeful they'd at least make the effort to try it before deciding to try to sell or transfer the ownership.