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:08/23/2022

  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.

  Our stay at this resort was 6/26 to 7/3/22. I am a timeshare owner here now for about 12 years, but this is the first time actually staying at my home resort, have always traded in the past. When we tried to check in we were told there was a gas leak and the resort was closed. We had driven 2.5 hours and no attempt had been made to contact us to make us aware of this, which they had known about for 2 days. He said we would get a refund of whatever we paid, but we paid last year, they aren't going to refund owner maintenance fees. I ask if they could possibly put us in a different resort in the area, he said that would be up to corporate, but since we drove and were there he could look at putting us in the west wing, farthest from the leak, which we agreed to. The first room smelled horrible and the fridge didn't work, so we asked for another room. This room still smelled, sliding doors falling off, not very clean, only 2 burners on the stove worked, and hardly any kitchen supplies, but we cleaned and made due. The property was very run down, pot holes were horrible, there was trash all over, grass was not mowed and the landscaping was not maintained. There are no amenities as described. The mini golf is overgrown, tennis/basketball courts run down, spa, restaurant, workout room all closed. The nature trail is there, but you have to find your way, all the signs are worn or falling down. There are horses, but there was never anyone there to sign up to ride them. The smell in the hallways was so horrible you could not walk through without holding your breath.One night a cleaning person walked into our room while we were sleeping and then continued talking in the hallway all night long, very hard to sleep.The outdoor pool was not filtering, dirty, and apparently closed, although we swam all week until the last day they said it was closed due to the camp that was there. Clearly my maintenance fees aren't used to maintain this resort, I want out as an owner.

  Customer Answer

  Date: 08/24/2022

  Their address is ** ****************, , White Haven, PA **********

• Initial Complaint

  Date:08/09/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 an owner at Mountain Laurel Resort & Spa in White Haven, Pa. I have been trying to deposit my week with them for over two weeks now. I have called every day all times of the day and no-one answers the phone. The few times I did get through I was told the person I needed to speak with was away for two weeks. Then I was told their assistant could help me but when I spoke with her she said the computers were down and she would call me back. She didn't and when I called her back two days later she told me the computers were down yet again and she had no record of me calling earlier and that she would call me back at the end of the day. Surprise Surprise no phone call and since then no one picks up the phone. I have been an owner with them for close to 20 yrs. and have never had such a thing happen before. I am at my witts end and don't know how to resolve this. I cannot use my week with Interval International until I can deposit it with Mt. Laurel. I f there's any way you can intervene I would be appreciative.

  Customer Answer

  Date: 08/17/2022

  To whom it may concern -

  
  

  Thank you for your intervention. The matter has been resolved.

  
  

  Sincerely,

  
  

  Steve F******