Complaints

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

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• 

  Spinnaker Resorts

  35 Deallyon Ave Hilton Head Island, SC 29928

• 

  Vacation Reservation Center, LLC

  263 McLaws Cir STE 202 Williamsburg, VA 23185-5674

  
• 

  Spinnaker Resorts

  700 Blue Meadows Rd Branson, MO 65616

• 

  King's Creek Resorts, LLC

  191 Cottage Cove Lane Williamsburg, VA 23185-5811

  
• 

  Vacation Reservation Center, LLC

  191 Cottage Cove Lane Williamsburg, VA 23185-5811

  

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:12/06/2022

  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.

  To The Better Business Bureau,
  
  I would like to file a complaint about Spinnaker Resorts and its representatives. I have reached out to their establishment regarding my timeshare account and my interest in ending my membership due to necessity. We have been dissatisfied with our membership and inquired about an option to end it altogether. I received a response from Ms. ***** ****** on July 1st, saying she would help me and never did… I have reached out to her a few times since then, and NO RESPONSE. I have attached her email here:
  
  From: ***** ******
  Date: Fri, Jul 1, 2022, 1:09 PM
  Subject: RE: Issuing of ComplaintTo: *** ***** <*******************>
  
  
  July 1, 2022
  
  Dear Mr. *****,
  
  I can assist you, however, it will be next week before I can get back with you…….thanks!!!
  
  Sincerely,
  ***** ******
  Specialist, Developer - Administration
  Spinnaker Resorts
  Office: ***** ******** - Ext: **** 
  

  Business Response

  Date: 12/16/2022

  Thank you for contacting Spinnaker Resorts. We have reached out to our Deed and Title department and at this time and according to our records, the deed and title department sent them an email on or about 11/02/2022 advising of the deedback approval and of the $500.000 deedback fee that would be required to complete the deedback process. They can be reached at *************************. Thank you again for contacting Spinnaker Resorts.

  Customer Answer

  Date: 12/21/2022

  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  
  

  I am rejecting this response because:

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, I have not received any communication from this department as their response has indicated. I have checked my folders and have been keeping a close look out for their correspondence in an effort to get matters resolved. Can you please have Spinnaker resend this email to me? 

  Regards,

   

  ****** *****

  
  
  

  Regards,

  
  

  ****** *****

  
  
  

  
  

  
  

  
  
  

  Business Response

  Date: 12/21/2022

  Thank you for responding to Spinnaker Resorts. The Customer Relations department has reached out to our Deed and Title department and asked that the original email be resent to the owner. We have confirmed that the email was resent today, 12/21/2022. If the owner does not see the email, please check the spam folder. Thank you again for reaching out to Spinnaker Resorts.

• Initial Complaint

  Date:11/22/2022

  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.

  We made our initial investment with the Timeshare Company 04/07/2021. We went for our scheduled vacation and attended an Owners’ Update Meeting on 09/05/2021. We were told the meeting would last an hour, but we were in a sales presentation for more than 3 hours. During the meeting, we were offered a deal which the Timeshare Company salespeople told us we had fought with managers to get. We told the Timeshare Company salespeople we could not afford to make an upgrade purchase. We were assured by the Timeshare Company that we could make money from an upgrade purchase by leasing out unused time. We were told we could use our property at any time of the year. We were told we could easily book luxury vacations anywhere in the world at great cost savings compared to hotel bookings. We were told the upgrade was an investment which would increase in value. We were told we could sell our property later to get our money back or to make a profit. We were told the Timeshare Company had a resale department which would help us sell our property. Timeshare Company salespeople told us the Timeshare Company would assist us when we wished to lease out our property. At the time of the upgrade purchase, we owned another timeshare with a different company. We were further assured we could afford to purchase the upgrade because the Timeshare Company salespeople told us we could stop paying for our timeshare which was owned by a different Timeshare Company. Timeshare Company salespeople opened Timeshare Company issued credit cards in our names to which the down payment was charged. Closing was rapid and we were led through the documents in a point-and-sign manner. We were led to believe we did not need to read the documents before signing them. We felt rushed during signing. After making the upgrade purchase, we learned that we had obligated themselves to various exchange company programs and fee structures we did not fully understand.

  Business Response

  Date: 11/23/2022

  ***** ******
  **** ****** **** **
  *********** **
  
  RE:      *****
  ******
  
  Dear
  Mr. *****:
  
  This is an acknowledgment of our receipt of
  your written request for a cancellation or release from your purchase with
  Spinnaker Resorts.  We have thoroughly
  reviewed your statements in conjunction with any available records in your
  owner file and find that the evidence doesn’t support your claims.
  
  Nevertheless, the cancellation you seek has
  already been granted.  You had stopped
  payments on your loan and, as disclosed in your contract, by not making
  payments you were considered in default of the agreement.  As such the loan department moved to close
  your account for default and on May 31, 2022 the agreement was terminated.
  
  We are sorry that our relationship did not
  continue, however we believe the final outcome was in everyone’s best interest.  If you have any further questions please do
  not hesitate to contact Spinnaker Resorts at ************ and one of our
  representatives will be glad to speak with you.
  
  
  Sincerely,
  
  
  
  Customer Relations Department

  Customer Answer

  Date: 02/23/2024

  We were timeshare owners and were on vacation in ************** when we attended an Owners Update Meeting on 10/10/2022. We were seated on a porch with Spinnaker salespeople for a presentation which lasted several hours. We did not feel free to leave without being stopped by a representative. We told the salespeople we were not interested in buying another timeshare and could not afford to do so. We told the salespeople that we wanted to get out of the other timeshares. Spinnaker salespeople did not listen to us and instead told us about a vacation membership club. We were told we could use our other timeshares as equity for the purchase of the membership club. Salespeople repeatedly used the phrase, right to use program, which we did not understand. Salespeople repeatedly left to talk to a manager and returned with more information or a better deal for us. Salespeople told us we could use the vacation membership club to travel anywhere in the world whenever we wanted and that we could use the home resorts any time of the year. We told the salespeople we did not understand why we needed to buy another timeshare to get out of the ones we already owned. We told the salespeople we could not travel often because of our ages and that our children did not want and could not afford a timeshare. We were not told we may have a vote on the decisions of how maintenance fees were used. Covenants, Conditions, and Restrictions were not reviewed with us. We were led to believe we did not have to fully read the documents we signed. We were given brief explanations of some of the content of the documents. We were led through the contract documents in a point and-sign-here manner. The rescission period was not discussed with us. We were confused about whether we had traded in our previously owned timeshares or whether we still owned it. We did not know if we needed to sell the previously owned timeshares ourselves or would be assisted in doing so by Spinnaker. After we returned home, we contacted Spinnaker to cancel the contract. We were told the 5-day rescission period had passed and have not been given any assistance in the matter. We are over the age of 80 and cannot afford to pay fees and are unable to travel the same

  Desired Outcome:
  Spinnaker contract to be canceled and releived of all financial obligation

  Business Response

  Date: 03/05/2024

  BBB #********
  SR583086

  
  **************,

  
  As previously communicated, your contract was cancelled when you stopped making payments on your loan and was foreclosed. You no longer have any financial obligations with Spinnaker Resorts.

  
  Regards,
  
  Corporate Customer Relations

• Initial Complaint

  Date:11/09/2022

  Type:Customer Service 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've been attempting to reach someone named ***** ****** about Spinnaker taking back our timeshare. It's impossible to get ahold of her, it's starting to feel like this person doesn't exist and they're just trying to placate us. We need ***** or her supervisor to contact us and get this done.

  Business Response

  Date: 11/22/2022

  Thank you for contacting Spinnaker Resorts. The owner's request was received by the Customer Relations department and subsequently forwarded over to the Deed and Title Department for review. Currently for this owner, the Deed and Title department has an option available; but they will need to contact them directly. The Deed and Title department can be reached with the following contact information:

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

  Thank you again for contacting Spinnaker Resorts.
  

   

• Initial Complaint

  Date:11/07/2022

  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.

  Purchase a package on March 6th 2020 2022 for spinicker resorts. When attempting to book the travel dates and accommodations was informed that because my fiance and I do not live in the same residence or will not be married by the time of our travel. We will not be allowed to book the trip The trip is booked as non refundable.. But they are refusing to let us book under strange conditions. This is not us trying to back out of the trip this is us not being allowed to book the trip. They informed me that I had to either yet to either put her on a bill that I possess or a bill at her residence even though we both lived in separate homes with our own children. I think that forcing a person to do share or forge documents board documents to say we share a common bill like water or mortgage is ridiculous In order to book the tripThey attempted to give me the run around passing me back-and-forth between people that had to speak to managers that would not be in and they would email themselves reminders to try and rectify our issue. The last person that I spoke to with a certain phone number when I asked her who I could speak to above her she gave me the exact same phone number back to her

  Business Response

  Date: 11/07/2022

  Thank you for contacting Spinnaker Resorts. Our records indicate that a Spinnaker representative spoke with the customer on 11/7/2022 and verified the card that the address that the refund would be issued to. This process can take up to twenty (20) days to complete. Please contact us after that time has passed if there are further issues receiving your refund. Thank you again for contacting Spinnaker Resorts.

• Initial Complaint

  Date:11/07/2022

  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.

  We have reached out to Spinnaker on several occasions to request assistance on how to sell our ownership of this timeshare. They have yet to respond to any of our inquiries. This is terrible customer service. I tried to talk about selling my timeshare back to them a couple of years ago, and the lady salesperson actually got really mean on the phone with me. I could not believe it! We have come to the conclusion it is better to just get rid of the whole entity itself and move forward. Invest in actual real estate instead. We are writing this here to make sure you all see how Spinnaker has been mistreating, misinforming, and over-promising its customers. We do not owe anything for this timeshare. We only pay our annual maintenance fees, so we are confused as to why this is so difficult to sell our timeshare back to Spinnaker.
  It is frustrating that our ownership hasn't already been canceled since we originally asked over a year ago. We keep requesting information, they keep disregarding our letters. We are hoping by posting this here will change the mindset of Spinnaker going forward.

  Business Response

  Date: 11/07/2022

  Thank you for contacting Spinnaker Resorts. Depending on several factors, deedback requests are logged in notes and taken into consideration based on different criteria. Our records do reflect that such requests have been received from this consumer in the past. The current request has been forwarded over to the Deed and Title department for consideration. They will contact the consumer with any updates on the decision to accept or decline the deedback request and any necessary paperwork will be sent over from that department. Thank you again for contacting Spinnaker Resorts.

• Initial Complaint

  Date:11/03/2022

  Type:Sales and Advertising 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 sold a 3 night vacation package that required that I attend a sales presentation in exchange for an additional free 7 night stay at various resorts around the world and $50. What I got was a certificate that required I put down a $150 deposit, and pay multiple fees prior to even seeing which resorts I could select. I tried to work with what I was given, but ended up not being able to book due to the amount of fees and lack of availability elsewhere. The company that issues and manages the certificates communicated that it was up to Spinnaker to inform me of the fees involved with this package. Yet, no-one at spinnaker bothered to tell me that I would be responsible for booking fees, agency fees, and additional resort fees being charged when using the certificate.
  
  I would like Spinnaker to honor their promotional package and provide a free 7 day stay. I don't care if its in one of their resorts or with one of their partner hotels. I just dont want to end up paying an additional $550+ in fees just to be able to use the certificate.

  Business Response

  Date: 11/07/2022

  Thank you for contacting Spinnaker Resorts. We have included a copy of the certificate that was issued to to customer. The certificate clearly states that there is a $150 refundable deposit. An in-depth breakdown of the additional fees that may be imposed by ***** are subject to change and are not issued or collected by Spinnaker Resorts. The certificate is a gift for purchasing and touring with Spinnaker Resorts and it is up to the customer's discretion whether they choose take advantage of the offer or decline. The customer has suggested that Spinnaker is obligated to provide a free seven nights' stay at one of our resorts. The certificate is issued by a third-party and the consumer should therefore contact ***** with their request. Thank you again for contacting Spinnaker Resorts.

• Initial Complaint

  Date:11/03/2022

  Type:Product 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 USED THE SPINNAKER RESORTS RENTAL AGREEMENT FORM TO RENT OUT MY UNIT NUMBER **** WEEK 32 LOCATED AT ********* ** ********* ** ****** **** ******* *** I RECEIVED AN EMAIL FROM THEM ON JULY 11, 2022 STATING THAT THE UNIT HAD BEEN RENTED FOR 7 DAYS STARTING ON AUGUST 6, 2022 AND THAT I WOULD RECEIVE FULL INFORMATION RE: PRICE IT WAS RENTED AT, ETC. IN 35 DAYS. IT HAS NOW BEEN OVER 84 DAYS AND MUCH TO MY CHAGRIN, AFTER MAKING SEVERAL ATTEMPTS TO FIND OUT THE STATUS OF A CHECK THAT SHOULD BE COMING TO ME FOR MY PORTION OF THE RENT, I HAVE BEEN MET WITH DEAF EARS. I HAVE MADE SEVERAL PHONE CALLS AND SENT EMAILS TRYING TO GET THIS CHECK ISSUED TO ME TO NO AVAIL. I NEED YOU HELP IN ENSURING THAT MY CHECK IS PROVIDED.

  Business Response

  Date: 11/03/2022

  Thank you for contacting Spinnaker Resorts. The Customer Relations department was made aware of this customer's issue on 11/2/2022 and the appropriate department was alerted.  One of our team members should be reaching out to the customer this week to confirm the address on file. Thank you again for contacting Spinnaker Resorts.

  Customer Answer

  Date: 11/08/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me contingent upon actually receiving the check which is supposed to be delivered no later than November 28, 2022 per discussion with the business customer relations representative.

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  **** *******

  
  

  
  

  
  

   

• 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.

  I have been trying to gain termination from ***** ***** **********, now owned by Spinnaker. This resort told me I could benefit from owning this timeshare and that it would be a great investment for our family. We could travel anywhere anytime. These turned out to be lies. They are also refusing us a hardship release because apparently I make more money than I did when we originally signed up. My husband has heart disease and rheumatoid arthritis which has put him on permanent disability and makes it very hard for us to travel. We're also looking at additional surgery for him in the near future. The medical bills are piling up. Even if we wanted to travel, we financially could not do so. A big issue with ***** ***** was the way we were treated when I reminded them about the $100.00 gift card we were supposed to get on the 'bounce back" trip. I was in the reception area and was treated like I was trying to steal from them. I saw the looks on the faces of all the staff. No one took me seriously or even attempted to verify what I was telling them until after I said I was going to get a lawyer. When someone finally did check the cameras and sent me a photo of what was supposed to be me, it wasn't even the right TIME of our meeting and certainly was not me. If they had taken me seriously and checked the videos of the correct time, all would have been settled. After calling them out on their mistake, I was mailed the gift card but was never given an apology. I can't justify being associated with a company that treats their paying customers this way. Now that Spinnaker took over, they told me on 5/13/22 they would review my case and get back to me. After months of waiting to hear back, all they did was send me a response they sent me a YEAR AGO. There was no new review of my request and they just wasted my time by making me think they were doing something to help me. This has to stop now.

  Business Response

  Date: 11/03/2022

  Thank you for contacting Spinnaker Resorts. Our files show that we are currently working with another agency with an open file pertaining to this customer. We are fully aware of the customer's concerns in reference to their purchase with ****** ***** and will continue to work through our process(es) with their file. Thank you again for contacting Spinnaker Resorts.

  Customer Answer

  Date: 11/08/2022

  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  
  

  I am rejecting this response because:

  What other agency are you referring to? To our knowledge, we have only been contacted by Spinnaker and ****** ***** **********. What exactly is being "worked on" regarding our file?

  
  
  

  Regards,

  
  

  ****** *****

  
  
  

  
  

  
  

  
  
  

  Business Response

  Date: 11/10/2022

  BBB #********
  *******
  
  For
  clarity, we received a complaint filed by the Customer with the ***** ********
  Department of Justice on April 28, 2022. The statements made about their
  experiences appear to be of a distinctly templated nature that calls their
  validity into question. Additionally, the fact that the Customer is unaware of
  the complaint being filed makes us suspect they are using a ‘Timeshare Exit
  Company’ who attempts to cancel customers contracts through nefarious means
  however, it is our position that they have no known legitimate legal or factual
  basis upon which they can provide the termination of the ownership. As a
  result, we deny all claims stated in the correspondence.
  
  As
  an update to this complaint, please be advised that the Customer’s contract has
  been cancelled due to loan default.  The Customer stopped payments on
  their loan and, as disclosed in the contract, by not making payments they were
  considered in default of the agreement.  On October 13, 2022 a final
  notice of default was sent. As of October 31, 2022 the Customer failed to bring
  the account current and as such the finance department moved to close the
  account for default and on November 1, 2022 the agreement was terminated.
  
  We
  are sorry that our relationship did not continue, however we believe the final
  outcome was in everyone’s best interest.  If you have any further
  questions please do not hesitate to contact Spinnaker Resorts at ************
  and one of our representatives will be glad to speak with you.
  
  Sincerely,
  
  Customer Relations Department

   

• Initial Complaint

  Date:10/27/2022

  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.

  We are filing this complaint against your offices since you are not the owner of King's Creek Plantation (Contract *****). Since purchasing our timeshare in 2015, we have yet to use the property despite all the money we paid for their "exclusive" offer. The sales rep made it sound like we could go anywhere at any time of year, but that has also proven to be untrue. Their sales pitch was a circus of salespeople telling us what we wanted to hear, and they knew full well that they did not have to deliver on any of the promises they made. We sat through six hours of this; we were not permitted to leave, and the pressure was unbearable. The only means of escape for us was signing the contract, which no one covered. We've had to learn everything out the hardway. We have made every effort to contact them, and the only solution they will present us with is a release due to financial or medical hardship. To them, they will get their money unless you can prove that you have been through extreme difficulty. We are upset with the principle of the matter and want out because they lied to us. We're not dancing animals that have to put on a show for them to "consider" releasing us from our contract. We are seeking a refund of our money, because of how we've been treated and our inability to use what was sold to us. We don't need our lives to turn upside down to escape scam artists. If they can let those facing hardship out, there's no reason either you or King's Creek can't let us out too. We've poured thousands fo dollars into something we have not, nor do we want to use. ***** ********* has been our main point of contact from King's Creek, and she has not been helpful whatsoever. All she wants to do is have us apply for hardship, but that is not why we want out. We want out because they lied to us, point blank.

  Business Response

  Date: 11/17/2022

  BBB18321291
  *******
  
  We
  have thoroughly reviewed the Customer’s complaint and in
  our estimation their claims can best be summarized as a request to be released
  from obligations.  The customer initially
  requested to be released in May 2017 due to financial need. At that time they
  were given a few options, including a hardship review. They did not attempt to
  follow through with the hardship review process until December 1, 2021, more
  than 4 and a half years after the initial request. The Customer was denied a
  release because they did not provide qualifying documentation however, they
  were given the opportunity to submit additional supporting documentation. Prior
  to receiving this complaint, over a 5-year period and many communications, the
  Customer has only once attempted to claim misrepresentation regarding usage which
  could be easily refuted.
  
  For reference, we have attached relevant correspondence and provide
  a summary below of the events that have taken place in regard to the Customer’s
  request to be released.
  
  On
  May 12, 2017, we received a letter requesting cancellation due to a change in
  financial situation brought on by both owners becoming disabled (Exhibit
  1).  Within that letter the Customer
  states “I am in no way trying to shirk my responsibilities. I understand
  that I entered into a contract and there are penalties for not paying… I
  understand there are several options at this point, but I would like to request
  to surrender the property back to you.” After several attempts to
  contact them by phone we sent a letter on June 16, 2017 advising the Customer to
  submit the provided hardship forms to be reviewed (Exhibit 2).
  
  The
  Customer did not contact us regarding issues again until over a year and a half
  later when we received a letter on February 16, 2019, requesting an extension or
  payment plan for maintenance fees (Exhibit 3). In this correspondence there was
  no mention of medical hardships, as in the last, this time the reason given was “due to the government shutdown I am concerned that without modification
  of my contract I will have to resort to foreclosure… but I would like to
  request a modification in lieu of selling the property back to you. I believe
  that I can get back on my feet, but I need more time to do so.”
  
  Thereafter,
  on October 19, 2020, we received a letter from the Customer requesting a
  cancellation and full refund claiming they have not been able to use the
  timeshare and do not want to continue paying (Exhibit 4). Within the letter is
  the first claims of misrepresentation all of which could be refuted based on
  the proper disclosure of the terms within the contract documents. Again, they
  cited medical and financial hardship.
  
  On
  February 12 & 19, 2021 two identical letters were received requesting an
  update to their request adding that both have experienced job loss due to
  COVID-19 (Exhibit 5) and on April 2, 2021, a packet for hardship review was
  sent to the Customers to be completed by them.
  
  Not
  until June 26, 2021, did we received further communication from the Customers
  advising they received the packet and asked we reach out to a representative
  they are working with from a timeshare exit company (Exhibit 6). We attempted
  to contact the representative by phone several times before sending them an
  email on July 13, 2021 to let them know we were asked to contact them (Exhibit
  7). We still have not receive any communication from the timeshare exit
  company.
  
  On
  October 25, 2021, we received an update letter from the Customer advising they
  were no longer using the timeshare exit company’s services and again asking for
  assistance to be released from the contract (Exhibit 8).
  
  On
  December 1, 2021, the Customer called our Owner Services department in regard
  to cancellation, adding that his wife had a heart attack and was unable to work
  or travel and another hardship application was sent to be completed advising it
  can take up to 30 days to review once the packet was returned to us (Exhibit
  9). This packet was returned by way of email on December 9, 2021. On December
  14, 2021, we emailed the Customer (Exhibit 10) to advise that the hardship
  review was complete and it was determined that the supporting documentation
  provided did not provide sufficient reason for approval based on: 1) Mr.
  Pleasants disability was determined in 2013 prior to the purchase in 2015. 2)
  Mrs. Pleasants disability was determined in 2019; over 2 years prior the submitted
  hardship request. 3) Documentation does not state current condition hinders
  travel. 4) Documentation on office letterhead and signed by a doctor was not
  received, as requested. At that time, we also advised that if they were able to
  provide proper documentation, we would reconsider the hardship request.
  
  Between
  February 2022 and July 2022, we received a few more letters requesting
  cancellation stating they do not wish to go through the hardship review process.
  On March 11, 2022, we sent a letter advising their options outside of a
  hardship request (Exhibit 11). On August 4, 2022, we again sent a hardship
  packet to be completed (Exhibit 12).
  
  On
  or about October 18, 2022, another email was received by us again requesting
  cancellation. A detailed email of the communication and request history was
  sent to the Customer Once again, they were given the opportunity to submit for
  the hardship review process.
  
  Thereafter
  we received a complaint notice via BBB of Greater Hampton Roads on November 1,
  2022, however they determined it was out of BBB purview and closed the case
  (Exhibit 13). Lastly, we receive this notice of complaint from your offices.
  
  In summation, we feel the complaint is
  lacking justification to support the request of cancellation and a refund. We
  feel the request is based on buyer’s remorse and financial need to be released
  from future obligations.
  The Consumer needs to be aware that
  their request does not entitle them to a cancellation. It’s obvious that our correspondence
  thus far has not contained the resolution they desired and therefore they filed
  a complaint with your office with the hope it would coerce a more desirable
  outcome for them.

  Based
  on the foregoing we do not find legal or factual justification in the request and we respectfully deny any demand for a cancellation or
  refund.  They still have the option to submit
  qualifying documentation that would support their hardship claims however the
  Customer’s contract will remain in full force and effect and they will be
  expected to perform per the terms and obligations therein.

  
  Sincerely,
  
  Corporate
  Customer Relations
  Office: 
  ************
  Toll free:
  ************
  ***********************

• Initial Complaint

  Date:10/20/2022

  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.

  I have been trying to cancel my membership with Spinnaker for a very long time now. I have paid off my timeshare and I have paid over $14,000 now. I have NEVER even used it and there is absolutely no reason that I should not be able to get out of this burden. I believe that I am entitled to a refund of the money that I have wasted on this company. I can not have this passed on to my family and at this point, this has just become stressful for my mental health. Please help me get out of this trap.
  
  ***** *****

  Business Response

  Date: 10/21/2022

  Thank you for contacting Spinnaker Resorts. Please accept our apologies for any confusion and claims of a lack of communication. In reference to the consumer never utilizing their ownership, we cannot find any justification for their usage claims to be a reason to cancel their ownership or issue a refund. However, this file has been deferred to the Deed and Title department and we have been advised that they are willing to discuss a resolution directly with the consumer. We ask that the consumer reach out to the Deed and Title department at:

  ********* **********
  ***** **** *** ***** **********
  ** *** ****
  ****** **** ******* ** *****
  
  OR
  
  **************************

   

  Thank you again for contacting Spinnaker Resorts.