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Business Profile

Resort

Split Rock Resort & Conference Center

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Split Rock Resort & Conference Center's headquarters and its corporate-owned locations. To view all corporate locations, see

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Split Rock Resort & Conference Center has 6 locations, listed below.

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    Customer Complaints Summary

    • 61 total complaints in the last 3 years.
    • 35 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/11/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 reserved a room called the Town Center VIP Suite, upon arrival the room was unavailable, they said they would upgrade me to a better room, this was a lie I took one look at the room then returned to the front desk and asked for a refund and I wouldn't be staying. They agreed to refund me, this has been a week ago and no refund has occured. I called multiple times, left a message on their only cellular phone as a text like I was advised by the reservation department (they answered by the way but couldn't help me with my issue because they only make reservations) I left two emails explaining my problem, no response. I opened up a dispute two days ago with my credit card company so I can get what is owed to me. I can't believe a company could be this dishonest and deceitful. They have an enormous amount of bad reviews online, and an occasional good one here and there. I was hoping for the best, but got the worst instead.

    • Initial Complaint

      Date:01/10/2025

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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.
      The hours on their website for the water park were incorrect. Ourselves and about 40 other patrons had to wait two hours with our kids for it to open. Nothing was offered to us. They didnt even open the check in early to maximize our time. We had afternoon plans so instead of the 2-3 hours we planned on being there, we got 30 minutes. When contacted about speaking with someone, we have been given the run around. Multiple emails have been sent and unanswered. We couldnt leave a message on the phone that kept ringing because the mailbox was full. I spoke with someone who took my name and number 10 days ago and still no call back. I tried calling again 4 days ago and it went right to an automated message saying nobody could take my call. Nobody wants to take accountability for the mistake and they are fine ignoring me due to already having my money.

    • Initial Complaint

      Date:01/02/2025

      Type:Order Issues
      Status:
      Unanswered
      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.
      ****** W. ****** ******************************************************************* November 18, 2024 Split Rock Pocono Mountains ****************. Lake Harmony PA ***** To Whom It May Concern,I am writing to formally request the termination of my timeshare ownership due to significant changes in my financial and medical circumstances. At 88 years old, I am no longer able to travel or enjoy the benefits of the timeshare as I once did. I am currently on a fixed income and facing financial hardship, which has made it impossible for me to afford the increasing maintenance fees and associated costs. Additionally, my health has significantly declined, requiring me to stay near home for medical care. These combined factors render my continued ownership untenable.When I purchased the timeshare, I was presented with an enticing opportunity to enjoy vacations with my family and friends. However, the terms and fees were not fully explained to me at the time, particularly the ongoing and increasing maintenance fees. I was also not informed that I would remain financially responsible for the property even if I could no longer use it. Over the years, I have faced repeated issues with booking availability, further limiting my ability to utilize the ************ the time of the initial sales presentation, I was told that this package would be affordable and suitable for my needs. However, I was not provided with sufficient time or opportunity to review all the contract documents before signing. As a result, I entered into this agreement without a full understanding of the long-term financial obligations.Given my advanced age, declining health, and financial constraints, I respectfully request to be released from all obligations associated with this timeshare. Please provide written confirmation that my ownership has been terminated and that I am no longer financially responsible for this property.Thank you for your understanding and prompt attention to this matter.****** W. ******

    • Initial Complaint

      Date:11/19/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Please avoid buying a timeshare or staying at Split Rock Resort by *******. The new owners, *******, are completely unprofessional, lack customer service, and have only increased fees for timeshare owners.We've attempted to communicate with ****** *******, a Bel Air manager, regarding a serious medical issue that prevents us from traveling. Despite providing proof, they're demanding an exorbitant fee to exit the timeshare. Given our financial strain due to medical bills, we offered a lower amount, but our requests for a board review have been ignored.If they can treat us this way during a crisis, imagine how they'll treat you. Please do your research on Yelp and the Better Business Bureau before making any decisions. This once family-friendly resort with excellent service has been completely transformed by Bel Air.**************************************************************************************************************************************************************************************************************

      Customer Answer

      Date: 11/25/2024

      Everything has been resolved we have reached a resolution 

      Customer Answer

      Date: 11/25/2024

      We have reached a resolution just waiting for final signature for timeshare to finalize 

    • Initial Complaint

      Date:11/05/2024

      Type:Order Issues
      Status:
      Unanswered
      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 have been struggling with Westwood at Split Rock for months now to cancel our timeshare contract. We've tried to get in touch multiple times, sent emails, and even filed a complaint with the Pennsylvania Attorney General, yet we face silence or vague responses. We were told about an option to cancel, and then everything we tried to do to follow up on it was ignored. After finally getting a reply from Mr. ******* ********, the representative we were first in touch with to discuss this, his response completely disregarded what weve had to go through to hear back from someone. Telling us that we had to pay $2000 same-day to cancel our contract and then completely disappearing on us when we had reasonable concerns was incredibly stressful for us. His response to us basically just reiterated that there's a hefty fee required to end our contract, or we should transfer it to a family member, which is not feasible for us.The lack of communication is frustrating and unfair. We are receiving no clear pathway to resolve this issue. We understand things happen, but being left in the dark with no viable options is causing us stress. We just need someone at ******** to take this seriously and help us find a reasonable solution to terminate our contract. It's disappointing to feel avoided and ignored for a matter of urgency like this one.

      Customer Answer

      Date: 12/10/2024

      Hello, we wanted to give you an update since youve been making efforts on our behalf to communicate with the ********* company. Its really disappointing to hear that theyve chosen to ignore the complaint we filed with the BBB and dont feel that it warrants a response or resolution. 
      Technically, we have been in contact with the ********* company and their representatives since we filed this complaint. We continued our own efforts to reach them since they were trying to bill us for the next round of fees (while completely ignoring us), and finally got in touch with a woman named *****. She wasnt too helpful as far as the cancellation matter goes, but this did result in us connecting with ******* ******** once again. This is the representative who previously dangled the exit option in front of us, only to disappear afterward when we had questions/concerns about the exit option and the exorbitant fee. 
      Long story short, I was able to speak with him on the phone and have a very frustrating conversation. This company clearly does not have their ducks in a row, as he kept referring to other conversations that we did NOT have previously and things that were not discussed between us. It seemed like he must have been confusing us with different owners, which only made matters more difficult. Ultimately, he stated that the fee was determined by the board and anything else would have to go back to the board for approval - yet when we pushed back, he was able to turn around and suggest a slightly reduced fee at $1500. Interesting how he seemed to have the authority to negotiate in that case, but when we made it clear that we still did not find this to be reasonable after everything weve been put through, he said any other counteroffers would need to go to the board for approval. We told him that the most we would be willing to pay at this point would be $1000. Supposedly, we are waiting for the boards decision on this proposal. 
      Given our experience with them, were very concerned that they may not even follow up on this or reach back out to us. Were trying to stay on top of them about this as much as we can, but this of course only adds to our frustrations with their association as we should not have to be doing this in the first place. 
      Again, we appreciate your help to try and connect us with the timeshare company, and we felt it was best to make you aware of these ongoing developments.

    • Initial Complaint

      Date:10/30/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      Made a reservation with once price and then received a modification that wasnt acceptable so we called to cancel as stated on our agreement but was still told no and that dont make sense. Because its say it can cancel my 11/1 and we have been trying to cancel since 10/28

    • Initial Complaint

      Date:10/24/2024

      Type:Order Issues
      Status:
      Unanswered
      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,I am reaching out to file a formal complaint against Split Rock Resort due to their lack of response to my repeated requests for contract cancellation. Since purchasing this timeshare in 2019, we have not been able to use it even once. Shortly after our purchase, we attempted to use the property, only to be informed that our contact person was no longer with the company and that the resort was closed due to COVID-19 restrictions. During the sales presentation, I initially declined the offer because it was beyond our budget, but the salesperson reduced the price to convince us. The presentation took much longer than expected, leaving us uncomfortable about being away from our teenage children for so long. We were also told that the timeshare would increase in value and could be a profitable investment over ******* 2021, I planned to use the property, but I was informed that I would not be able to do so until I renewed my membership, despite the fact that we were unable to use it in 2020 due to shutdowns. I had already paid the fees for 2020 and feel it was unfair to be restricted from using the facilities due to circumstances beyond our control. When I expressed my concerns and requested a cancellation, I was told that my only options were to sell or transfer my timeshare, not to cancel it.Since then, we have been making monthly payments on our credit cards, accumulating interest, and maxing out our balance. Our financial situation has become strained since the onset of COVID-19, and we can no longer afford to continue with this timeshare. it has become a financial burden that I am unable to bear.Thank you for your time and consideration in helping me resolve this matter.***** ***** Account number: *******

    • Initial Complaint

      Date:09/22/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Please see emails attached. Many attempts to contact them and not a single response. We stayed at their resort in hopes to take a disabled child to the water park. The water park was closed the entire time we were there. The bed was broken and no offer to move us. We payed over $100 in cards for games and then they ended up having no gifts for earned credits.Please just see and read attached screenshot of email

    • Initial Complaint

      Date:09/13/2024

      Type:Order Issues
      Status:
      Unanswered
      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 against Split Rock Resort regarding the cancellation of my timeshare. Despite sending multiple request letters, I have not received any response or acknowledgment from Split Rock Resort.I have never utilized the timeshare, nor was it my intention to do so. Furthermore, I was not informed about the yearly maintenance fee associated with the timeshare.Due to my current financial hardships in retirement and my responsibilities of caring for my older mother and sister-in-law, I am unable to afford the financial obligations of the timeshare. Given these circumstances, it is imperative for me to cancel this timeshare agreement.I kindly request your assistance in providing me with the necessary information and requirements to proceed with the cancellation process. I am willing to comply with any procedures or documents needed to finalize the cancellation. Thank you for your attention to this matter.

    • Initial Complaint

      Date:09/13/2024

      Type:Order Issues
      Status:
      Unanswered
      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 writing to share our horrible experience since we signed our contract at Split Rock Resort. We felt pressured into purchasing a timeshare despite repeatedly expressing our disinterest, and we endured a seemingly endless presentation from multiple representatives. Since then, the timeshare availability has been far from accommodating, making it impossible to book our desired weeks. Additionally, we were misled about the process, believing our home resort would handle exchanges, only to find out we needed to join Interval International, incurring additional fees and confusion. This entire process has caused significant stress and frustration for our family, both mentally and physically. What was promised as a convenient and enjoyable timeshare experience has turned into an ongoing headache. We deserve an immediate termination of our timeshare contract to relieve us of this burden. We need someone to contact us promptly to discuss exit options. Please have someone reach out to us immediately via email.Sincerely,**** & ****** *****

    Split Rock Resort & Conference Center is NOT a BBB Accredited Business.

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