Complaints

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

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

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  Split Rock Resort & Conference Center

  428 Moseywood Rd Lake Harmony, PA 18624-7009

• 

  Split Rock Resort & Conference Center

  981 State Route 940 White Haven, PA 18661-3471

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  Split Rock Resort & Conference Center

  PO Box 9 Mountain Laurel Resort White Haven, PA 18661-0009

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  Split Rock Resort & Conference Center

  PO Box 567 Lake Harmony, PA 18624-0567

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  Split Rock Resort & Conference Center

  PO Box 672 Dingmans Ferry, PA 18328-0672

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:05/05/2023

  Type:Order 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.

  The customer service numbers of this resort of which I am an owner were all disconnected, sent to ffraud companies for travel and to voicemails for law offices. All services were stopped in December 2020, no contact, all noted employees were unavailable for services in line with contractrual obligations, my earned weeks were not reported or available for use, reoccurring payment requests were made (and Paid), and I was unable to recover my financial investment with free promotional trips on cruises, dining gift cards, travel vouchers, etc. I want to be released from this unfulfilled contract timeshare.

• Initial Complaint

  Date:04/21/2023

  Type:Service or Repair 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.

  This place ***** Visiting the Poconos for the first time was one of the worst experiences We have ever had as a family. We? had Made reservations to visit? split rock?? Resort Lake Harmony? and this is what we walked into around 8PM to check in! People were Complaining as they were finding issues wrong with their Reservations?/rooms. ??When it was finally our turn At the front desk after waiting over an hour and a half we ?Found that our building was a mile away from everything. We still checked in and went on an adventure to locate our building!! There were absolutely no lights So people were driving around with her high beams on. ?None of the buildings were labeled with numbers! The key card did not work to open the door ? Because the door was broken and left open!! ? We Finally found our 1 bed Suite with sleep sofa & ******* ?room, walked in to where the sleep sofa is found it exactly as pictured. I went to pull it out and the whole thing was completely broken! It was 90° with this very old outdated AC unit. The kids could not sleep on this And I wasn’t about to pay the money for a broken sleep sofa & extremely over heated room?. So we left and we went back to the front desk had to wait With the line being even longer? to speak to a manager and was told that they have absolutely no more rooms and will refund our money but would take up to 10 days to get it back!! The only thing that they could do was? let us keep our water park tickets For inconvenience? ?lol ?By the time everything was said and done we were driving around trying to find a close by hotel @ 11:46PM Our phones weren’t working because we are in the middle of nowhere lol We found a best western. That have not pad me yet in the amount of $586.48 on 4/14/23.

• Initial Complaint

  Date:03/30/2023

  Type:Order 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.

  We signed a contract that was presented to us with false information. The first presentation at *** ****** we sat in a very long presentation and was told we owned a deeded property that we could travel all over the world. Then we were transferred to *********** where they gave us a 2-bedroom every other year, and a deeded contract, finally invited to Split Rock in 2017 for upgrade to points presentation. We were told we would receive 151,000  points, 99 year start over, and paid $3477.00. When we called in 2020 to book a vacation, we were told we didnt have any points and weve never used any of them. We were also told our maintenance fees would never increase, and that is false information as well. We have been robbed and we want this contract canceled and our money returned immediately.

• Initial Complaint

  Date:01/10/2023

  Type:Order 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 purchased a timeshare at Split Rock Resort in 2006. It has turned from a place where my family enjoyed going to a bed bug infested, dirty, moldy resort. Springs came out of the bed and we were given a dirty old mattress topper as a solution. This is not an establishment that I would stay in with the reviews including bed bugs, broken elevators, broken refrigerators as well as the mold I saw in the room I was in. I had paid a lot for my timeshare and it was no longer in a state of being habitable. We have been in contact with the resort since 2019 with our displeasure and concerns. We were promised renovations, since then, the value of our timeshare have only decreased due to all of the continued and numerous negative reviews. Additionally, they wanted to add additional charges for us to stay in our timeshare, on top of the maintenance fees we already pay.

• Initial Complaint

  Date:11/22/2022

  Type:Order 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.

  We had purchased a timeshare with **************************** with Splitrock and have been in contact for months insisting on the dissolution of our timeshare agreement. We have placed multiple phone calls and sent written correspondence requesting for the settlement, which they offered of $1600, to be reduced to a reasonable amount or waived. We believe this should be reasonable especially since we purchased our timeshare in 2004 and paid the balance off at the time of purchase. Furthermore, even throughout the countless years since our purchase we have never made use of the timeshare or any services correlated to the contract. Concluding us to believe, Splitrock as capitalized on our timeshare purchase. Actually, we prefer a refund from the large sum of money we had paid. To continue, the sales spokesperson made the timeshare sound like an amazing opportunity. However, I do not recall the inflating maintenance fees ever being disclosed nor the fees prolonging after the loan had been paid in full. I am aware I did sign a contract, however, I didn't understand all of the terms of the agreement. Moreover, I believe we upheld our end of the contract by paying the loan entirely and no longer wish to be members which is why we have been requesting the termination. Finally, it was mentioned we had the ability to sell our week every year, which is completely inaccurate as well. We understand a settlement has been offered in the past but, as I have communicated previously, there have been changes in our income as I am retired and unable to pay that amount. They are dragging this matter out and it is disgusting to witness how they handle their owners.

• Initial Complaint

  Date:10/12/2022

  Type:Product 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.

  The hotel had originally assigned us a room that was 80 degrees. We requested to move. We were moved to another room and later when we returned, it smelled like sewage. It was too late in the night to move again. we could not use the pool as it was cloudy and could not use the hot tub as there was black slime floating in it. The hotel is filthy, the amenities not working or out dated and they cannot charge the rate they are charging for the lack of working rooms. In our second room, we had to open the window to air out the sewage smell. When the window was opened, there was no screen and half of the window frame fell. We were scheduled to stay two nights, but could not deal with the hotel. We were refunded for the night we did not stay, but were denied the second night compensation. It took me a week to even get someone on the phone and then they would hang up on me each time I called. This resort is a health code violation. They should be SHUT DOWN. My son broke out in hives after being in the pool for just a minute. The amount of time wasted moving rooms with a 75 year old mother, cleaning our own room, requesting clean sheets and towels (as the ones in the room were clearly used) and then relocating to another hotel, all is time and effort.

• Initial Complaint

  Date:08/22/2022

  Type:Service or Repair 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 booked an overnight stay for August 9th 2022 with checkout on the 10th and paid online for the Split Rock Resort (hotel). I showed up on the 9th and the woman at the front desk told me they did not have my reservation and made me pay $270 for the room which was about double what I paid for online since I booked ahead with *******.com for $139.21. I couldn't not take the room or make the huge payment for the room because I had my daughter and two grandkids with me. Then when I saw the discrepancy after I got my bank statement I called Split Rock right away Monday August 15th where the woman at the front desk remembered me and said she found my reservation but they misspelled it. My last name is ****** and they had it under ****** so she said that she would transfer me to billing where the line kept dropping so I called back on Tuesday and got the same woman who said she would walk back my information to the lady that handles it and have her call me back and I still received no return call. So I called again this morning and got the same thing. I was transferred to a dead line and even last week and again today I keep trying to call back where they're not even picking up my call at all so I'm hoping you can help me get my $270 payment they took in error. A refund. Thanks.08/12/2022 *** *** *** - resort2 **********/** - purchase ****** **** $139.21 *** *** *** -resort2 ********* $270.05

• Initial Complaint

  Date:07/27/2022

  Type:Service or Repair 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.

  We split the timeshare week from 2 BR for 1 week to 1 BR for 2 weeks and paid $100 split fee, and booked a reservation for the week of July 10-17 (confirmation No: *******-*****, letter attached). We rented this week to a guest via **** but the guest did not show up on July 10. The guest checked in on July 11 and was informed that the reservation was not there. I spent three hours on the phone trying to reach the resort (as the calls could not reach anyone initially) and resolve the issue. By the time I was able to talk to someone, the guest had already left the property due to the check-in issue. I was told by the resort that the room was automatically canceled if someone did not show up on the first day. This policy was not disclosed to us verbally or written in the reservation letter. We owned this timeshare since 2006, and late 2020 was the year that *** *** took over the resort ownership. I was also told that I had to pay a $150 no-show fee to get the week back. Since the took over by the new owner, they have increased the split fee from $35 to $100, they have charged a new resort fee of ~$296 for two bedrooms and ~$148 and put us in a different section of the resort and rented our unit in ****** ***** to other parties when we were on site last summer. Many owners showed up in a meeting with resort management to complain, and now the new situation for no show fee when we were not informed of this rule. After one hour of discussion, the resort was only able to reduce the no-show fee to $120. I am requesting a waiver of the no-show fee and a refund of the no-show fee. After 1 hour of a phone call, the phone call dropped. When I made a reservation for one week last time, the resort accidentally made two weeks instead and I had to call back to cancel. Just another way to say that there were lots of issues with the new timeshare owner.