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 has 9 locations, listed below.

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• 

  Spinnaker Resorts

  35 Deallyon Ave Hilton Head Island, SC 29928

• 

  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

  
• 

  Vacation Reservation Center, LLC

  191 Cottage Cove Ln 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:10/13/2023

  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.

  see Attached document

  Business Response

  Date: 10/20/2023

  BBB #********
  ********
  
  Thank you for
  contacting Spinnaker Resorts. Owner feedback is an important part of our
  ability to enhance our services provided to you.
  
  We are sorry to hear of
  your experience in attempting to contact us. We do note several communications
  in September regarding a reservation however we do not have a record of calls
  or voicemails regarding other issues. We are glad to know that you received a
  response to your certified letter.
  
  In the future, please
  call our Owner Services department at ************ for all general questions.
  
  Regards,
  
  Corporate Customer
  Relations

• Initial Complaint

  Date:10/08/2023

  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.

  As an "owner" I have tried calling with a simple question multiple (at least 4) times only to be on hold for an hour before giving up. Even now, with me being next in line since the start of this call, I've been on hold 25 minutes and counting. I can't call the resort directly as I am put through the corporate loop. The owner website area has no information, just says to check back. I have no representation. I want nothing further to do with this company. I want no money back but will not continue to pay fees for this ridiculous lack of customer service or respect for the people contributing to the running of this resort. Shameful!

  Business Response

  Date: 10/25/2023

  BBB #********

  SR507069

  Thank you for contacting Spinnaker Resorts. We are sorry to hear of your frustrations in trying to contact us. Please know that we recently completed upgrading our phone systems which has greatly reduced hold times. Additionally, we have numerous phone numbers, including direct numbers to each of our resorts. Presumably, you were calling our ************************* which does generally have longer hold times than other departments.
  

  Our records show that you spoke with a representative on 10/6/23, two days before filing this complaint. At that time you were discussing being released from your ownership but declined the option presented to you. If you would like to proceed with that option, please contact our Deed & **************** at ***************************.

  Regards,

  Corporate Customer Relations

  Customer Answer

  Date: 10/31/2023

  I have spoken with them but I await for them to live up to their end of the bargain. This company is unscrupulous! The pattern of complaints could not and should not be ignored.

  Business Response

  Date: 11/03/2023

  BBB 20703570

  SR507069

  We have confirmed with the Deed & **************** that they have granted your request to deed back your property with a full waiver of the fee. You should expect to receive the necessary documents sometime next week. If you have any questions upon receiving the documents, please contact the representative you have been working with.

  Regards,

  Corporate Customer Relations
  

  Customer Answer

  Date: 11/06/2023

  [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. 

  Regards,

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

   

• Initial Complaint

  Date:10/05/2023

  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.

  We are filing a complaint against Spinnaker Resorts regarding our timeshare. We have been
  trying to communicate with the company for an extended period of time, but our complaints
  either go ignored or Spinnaker Resorts refuses to address our concerns. Despite spending a
  significant amount of money with Spinnaker Resorts, we have not received any acknowledgment
  or resolution to our concerns. We have made multiple attempts to express our dissatisfaction and
  address the issues we have encountered with our timeshare ownership. We have requested to be released from our timeshare, providing reasons and adjusting our lives accordingly. However, we have experienced a complete lack of concern, customer service, and responsiveness from
  Spinnaker Resorts. Additionally, we have faced evasive behavior and being stood up by the
  company. At this point, we have decided to end our agreement with Spinnaker Resorts and have
  no intention of conducting any future business with them. During the time of our purchase, the
  sales representatives told us that we could use the timeshare to take cruises to anywhere in the
  world and that we could trade our use of the time to pay for these cruises. We were also told that
  we could use the timeshare at any time we wanted to. All of these were lies! The sales
  representatives also failed to inform us that we would have to pay association fees. We have
  reached our limit and want immediate termination of our timeshare, along with compensatory
  relief. We also expect to receive a refund for the money we have invested.

  Business Response

  Date: 10/05/2023

  BBB # ********
  ********
  
  We
  have reviewed the Consumer’s complaint and we can find no evidence to support
  their allegations.
  
  The
  terms of the contract were fully disclosed as evidenced in the attached
  documents. Despite what the Consumer claims, the Maintenance fees were acknowledged
  by the Consumer within the signed contract documents, their ownership does
  allow for exchanging their interval with an exchange company to receive other types
  of travel such as cruises, their floating week allows them to request
  reservations at any time of year and comes with additional travel time options
  such as Owner Bonus Time.
  
  The
  Consumer became delinquent on their Loan account and Maintenance fee account at
  the end January 2021. Thay have not made any payments in 2 years and 10 months.
  
  Our
  records show that we have not received a previous complaint containing
  allegations, however we have received requests to be released from their
  obligations. Contrary to their claims that Spinnaker is unresponsive we have
  record of responding to all communications received:
  
  On or about 8-19-2021 we received a call from **** who informed us she needed to cancel an upcoming vacation package reservation. At that time she stated she was not in good health and unable to travel.
  On 5-11-22, we received an email alleging we had not responded to a previous contract release request. The email gave no reasons for the request, only asked for us to send termination documents. On that same day the Loan Department responded and requested they call to discuss a settlement to be released. We did not receive a response to that email.
  On 1-31-2023, we received another email from the Consumer, again stating they have not been responded to. In this email they advise the purchase has become a financial burden, they are older and not in such great health. The Loan Department responded, advising the account was placed in third-party collections and requested they call to discuss a settlement to be released. We received a response from the Consumer on 2-1-2023 reiterating the previous email but not requesting to discuss a settlement. That same day the Loan Department responded, again offering to discuss a settlement of the account. We have not had further communication until the date of this BBB complaint.
  
  Based
  on the foregoing, we find no justification in the Consumer’s request to be
  released.  Nevertheless, the cancellation
  they seek has already been granted.  They
  had stopped payments on their loan and, as disclosed in their contract, by not
  making payments they were considered in default of the agreement.  As such the loan department moved to close
  your account for default and on 2-1-2023 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.
  
  Regards,
  Corporate Customer Relations

• Initial Complaint

  Date:10/03/2023

  Type:Billing 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.

  Hello.
  
  On Juy 9, 2023, my ******** Credit score was decreased by 133 points. I was horrified that It went from 835 down to 702 as a result of ******** ********* "flagging" my credit as "collections" on July 6 for a debt of $781 that was owed by what I thought at the time belonged to my mom mom. After speaking with my mom, it turns out that she inadvertently added me to her timeshare property (Spiannaker Resorts). She asked them to add me as beneficiary to the property (in 2012) in the event of her death. Instead, Spinnaker added me to the deed. Unbeknown to me, my 82 year old mom became delinquent on payments over the past year due to financial hardship. Unfortunately, my mom didn't tell anyone about this.
  
  My dissapointment is with Spinnaker and ********. They did not do their due diligence to rectify this debt. I never received any communication from Spinnaker nor ******** regarding this debt. They made no attempts to reach me via phone, email, letter, nor otherwise regarding this debt. I was only made aware of it when it appeared on my credit report. When I callled ********, they directed me to Spinnaker. Per *****, ******, & **** (Spinnaker in house collections), all communications was addressed and sent to my mom and me at MY MOMS address. I haven't lived with my mom in 33+ year and I've never lived at the address they sent the communication to. When I asked *****, at Spinnaker, about trying to reach me directly, she informed me that they only have room for 1 contact name/address in their system and that spot is reserved for the primary owner. So all communication goes to that person. She stated that this has been a problem with others when the timeshare owner dies. Families find out well after the fact that Spinnaker has been trying to reach them to collect a debt. As you can see from my credit score of 835, I pay my debt in an exceptional manner and have maintained this score or higher for the past 20 years. I should not have this count again my credit due to their unethical business practices. Had I been made aware of the debt I would have paid it off for my mom. The debt was paid off within a 2 days of me getting involved. I have since had my name legally removed from this timeshare deed. I have reached out Spinnaker and asked them to rescind but they refuse to do so.

  Business Response

  Date: 10/05/2023

  BBB # ********
  *******
  
  On or about 10-29-2012 we received a
  request from the Owner to add her daughter, *** ******, to her deed as a beneficiary.
   *** ****** confirmed and sent a copy of her
  driver’s license. Thereafter on 10-31-2012 we emailed *** ****** advising “I
  went ahead and added your name to the deed”. On 11-1-2012 *** ****** responded “Thanks
  for your message.” (This email communication is attached hereto)

  
  The Owner’s account became delinquent
  on 2-1-2023 and on or about 5-2-2023 the account was sent to a third-party collection
  company. Thereafter on 7-11-2023 we received a call inquiring about the
  delinquency and how to remove a person from the deed. After several conversations,
  we were made aware that *** ****** paid the delinquent amount to the collection
  company and she then requested to be removed from the deed. On or about 7-17-2023
  we received an official request for the removal and on 9-11-2023 a new deed was
  recorded without her name.

  
  Additionally, Spinnaker Resorts did
  not report the delinquency to the credit bureaus; the third-party collection
  company may have reported and in that case *** ****** would need to discuss any
  options available to her with the collection company.

  
  Based on the foregoing we find that
  *** ****** had knowledge of and authorized her name on the deed and the debt sent
  to the collection company was legitimate. Therefore, we find no wrongdoing and are
  closing interest in the matter.

  
  Regards,
  
  Corporate Customer Relations

  Customer Answer

  Date: 10/09/2023

  
  
  

  [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:

  1. Spinnaker Resorts never contacted me regarding any debt nor delinquent maintenance fees .  In fact, my only contact with Spinnaker was in 2012, when I facilitated my mom's request to add me as beneficiary to her property upon her death and in July, 2023 to under what this debt was.  I only became aware of this debt when it appeared on my credit report.  ALL owners, not just one, should have been given an opportunity to pay the debt PRIOR to it being sent to collections.  Also, I did not pay off this debt.  My mom paid it off after I learned of the "collection" on my credit report and contacted her.  I was under the impression that I was a "beneficiary" only on this account.  My error for not reading the fine print.

  2. Spinnaker Resorts did not provide ******** ********* with pertinent information necessary for them to properly and ethically collect this debt.  In fact, one could argue that Spinnaker deliberately withheld this info when they clearly had access to my email address (active for 25+ years) and home address of 22+ years (on my drivers license).  Both pieces of contact information are STILL current.  

  3. ******** ********* claims that only Spinnaker can authorize them to remove the "collections" from my credit report as a "good will removal" measure.

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 10/26/2023

  BBB # ********
  *******

  It is our position that the debt was valid and notice of the debt was sufficient. Additionally, as stated previously, Spinnaker is not the company who reported the debt to the credit bureaus and we are unable to remove the reporting. We can only suggest you contact the third-party company to inquire on the options you have with them.

  Sincerely,

  Corporate Customer Relations
  

  Customer Answer

  Date: 10/30/2023

  
  
  

  [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:

  Both parties (******* and ********) are directing me to the other for resolution when they are both responsible for not making ANY attempts to reach me regarding this debt.  

  
  
  10/26/2023: From Spinaker
  
  Spinnaker is not the company who reported the debt to the credit bureaus and we are unable to remove the reporting. We can only suggest you contact the third-party company to inquire on the options you have with them.
  Sincerely,
  
  Corporate Customer Relations
  Spinnaker
  
  10/20 -
  Please accept this correspondence as a response to ******** ****** dated 10/16/2023.  
  
  ******* ********* ******** **** (“*******”) is the loan and billing platform used by Spinnaker Resorts, Inc. The original creditor. ******* did not take over ownership. The account is still with the original creditor with whom the marketplace interaction took place. 
  
  After a review of account records ******** ****** called and was advised the account was transferred to a third party and was also advised to reach out to Spinnaker, contact information was given.  In order to update the account reported you would need to reach out to Spinnaker Resorts Inc. Below is the contact information for Spinnaker Resorts Inc..  
  
  Any further inquiries should be directed to Spinnaker Resorts Inc. at ************. 
  
  This should resolve and close the complaint.  
  
  
  Respectfully, 
  ******* ********* ******** **** 
  

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 11/03/2023

  BBB #********

  *******

  After further consideration we have agreed to request ******** remove the negative credit reporting that came from the acount delinquency. We will update *** ***** once it has been confirmed.

  Regards,
  

  Corporate Customer Relations

  Customer Answer

  Date: 11/06/2023

  [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. And, I want to say THANK YOU SO MUCH you for helping me to resolve this and THANK YOU to Spinnaker Resorts for reaching out to ******** to remove the "collections" mark from my credit report.  As my credit report history shows, I take pride in honoring my financial commitments.  Had I been aware of the delinquent maintenance fees, I would have ensured they were paid  prior to it being escalated to Collections.  Thank you again for working with me to get this resolved. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

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

  
  

  
  

  
  

   

• Initial Complaint

  Date:09/28/2023

  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.

  On 9/2/23, I purchased a vacation pkg to ****** ****/******* ***** through Spinnaker Resorts. We were told we could stay at ANY Spinnaker Resort in the ******* ***** area. When calling to book, were told we could ONLY stay at SR Hotel. I would never have purchased this package had we known that was the only option. This didn't make sense to me so I did some research to find this is a common scam along with other BBB complaints. I called today to ask for a refund since we were lied to when buying the package. They asked that I scan and email them the map we were given when the package was purchased, so I did. I was told I purchased a hotel package and the Spinnaker Resorts are 'condos and cottages'. This was NEVER explained to me at the time of purchase, in fact none of that was EVER mentioned. At this point, I want NOTHING to do with this scam of a company. Based on BBB complaints, you are charged for hidden fees once there, and are held hostage during the timeshare 'presentation' where a 90-minute presentation turns into a 5 hour prison sentence. We were lied to in order to get a sale and just want a refund. This company is not trustworthy.

  Business Response

  Date: 10/26/2023

  BBB #********

  **********

  Thank you for contacting Spinnaker Resorts. We are sorry to hear of your concerns. Please know that your vacation package purchase was cancelled and refunded on the same day you called to cancel it, which was also the same day you submitted the BBB complaint. If you have any questions you may contact our Marketing department at ***** ******** - Ext:
  *****

  Regards,
  

  Corporate Customer Relations
  

  Customer Answer

  Date: 10/26/2023

  [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. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  ***** ******

  
  

  
  

  
  

   

• Initial Complaint

  Date:09/26/2023

  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.

  We are extremely dissatisfied with our experience with Spinnaker Resorts and would like to request a refund. During the two-hour presentation, we were pressured into purchasing the timeshare by the sales team. As newlyweds on our honeymoon, we were excited but quickly became overwhelmed by the aggressive tactics used by the salesperson. Despite expressing our desire to sleep on the decision, we were not allowed to do so. To make matters worse, the manager of the salesperson joined the conversation, adding confusion to the already stressful situation. The resort itself was beautiful, but the pressure to buy the timeshare overshadowed our enjoyment. Additionally, Spinnaker Resorts promised us the ability to take low-cost or free get-away trips. However, when we tried to book one of these trips, we discovered that they were not free but instead offered at a discounted rate. Even with the discount, we encountered difficulties in booking the trip. As a result, we are left paying for a timeshare that we have not been able to use. Each time we attempt to book, we are met with obstacles and frustration. This entire experience has been draining, overwhelming, and incredibly stressful. We strongly believe that if we had been given the opportunity to sleep on the decision and fully understand the terms and conditions of the timeshare, we would have never made this purchase. We feel misled and taken advantage of by Spinnaker Resorts. We request that you investigate this matter and help us obtain a refund for the timeshare. We appreciate your attention to this issue and look forward to a resolution.

  Business Response

  Date: 10/12/2023

  BBB #********
  SR574265
  
  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 doesnt support your claims.
  In our estimation your claims can best be summarized as release from obligations due to buyers remorse.  You claim that you were pressured into the purchase and not given time to think about the decision to purchase however you were allowed 5 days to cancel, as acknowledged in your contract documents, but did not contact us to do so.
  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 April 29, 2022 the agreement was terminated.
  We are sorry that our relationship did not continue, however we believe the final outcome was in everyones 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 ********************

  Customer Answer

  Date: 10/20/2023

  [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: 20654657

  I am rejecting this response because:

  In Spinnaker Resorts response, they mention that the agreement was terminated on April 29, 2022. We would like to request confirmation from Spinnaker Resorts that our contract and entire account with their company have been terminated, and we have been released from all financial obligations associated with the timeshare. We also ask Spinnaker Resorts to send us this confirmation in writing, either via email or letter.

  Regards,

  ******* And *****************************

  Business Response

  Date: 10/20/2023

  Aside from this communication, we have sent a letter today to the Consumer confirming the cancellation and release from all obligations.

• Initial Complaint

  Date:09/21/2023

  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.

  We went to listen to one of their presentation. We were supposed to receive a week at one of their locations. They gave us a slip of paper. When we call the number on the paper or go to the website, we can&#**;t get a certificate number that is required. They are evading us. They lied to us at the presentation--they told us that we could turn the property back into them--another person told us the property had to be held 10 years. We paid them $4500 on our credit card. The next morning we decided not to go through with it. We have never received the "free week" in one of 25 locations.

  Business Response

  Date: 09/25/2023

  The Consumer's were issued a 7 Night Condo Certificate on 9/18/23after they attended our presentation. The certificate was sent to email address: **************. They can check the spam/junk folder to see if it went there. The email will be from ******************.
  
  If the email address is incorrect, the same certificate number can be resent to the correct email address. If you prefer it be resent, please provide the email address you would like to use.

• Initial Complaint

  Date:09/13/2023

  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 would like to bring attention to several issues that we have encountered with Spinnaker Resort. When we initially attended a presentation, we were promised a one-week stay in ****************** in exchange for listening to a presentation. During the presentation, Spinnaker Resort offered to exchange our one week for two weeks through RCI. Unfortunately, RCI never honored this agreement, leaving us feeling misled and cheated. Another issue we encountered was the misrepresentation of the timeshare as an investment. The sales reps claimed that the cost of vacations would increase by 15% each year, thereby increasing the value of the property. However, they failed to disclose that maintenance fees would also increase every year at their discretion, which significantly impacted the overall cost of ownership. Spinnaker Resort assured us that we would have access to three golf and tennis clubs for one round of golf each day and ****************. However, after ten years, without any advance notification, our contract with the golf clubs was terminated, leaving us without the promised amenities and no recourse for compensation. Spinnaker Resort consistently pressured us to attend property owner's updates, promising changes and improvements to the resort. However, these updates were merely ploys to pressure us into upgrading our ownership, and there were never any substantial improvements made. We consistently faced difficulties in securing desired vacation locations. Despite being told that we owned a premium week/location for trading, there were never any available rentals at the desired site. Spinnaker Resort also falsely claimed that it would be easy to rent out the timeshare, but our attempts through online realtors yielded no responses. As a result of these ongoing problems, my family and I have reached a point where the financial burden of this timeshare is becoming overwhelming and this property is essentially useless to us.

  Business Response

  Date: 09/25/2023

  The Consumers have been owners since **** and upgraded in 2013. Since 2013 they have traveled on their week each year. We have no record of previous complaints and cannot find evidence to support their claims.
  We did however receive a request to deed back their unit and cancel the contract in 2021. At that time, we responded and made them an offer for release. We did not receive further communication from the Consumer until 2022 at which time we emailed a revised offer. We still have not received a response from the Consumer. We urge them to reach out to our Deed & **************** to discuss their options. They may be reached by the following methods:
  Southwind Management
  Attn: Deed and Title Department
  PO Box 6685
  ******************, ** 29938
  
  OR
  
  *******************************

   

• Initial Complaint

  Date:09/06/2023

  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.

  Lied to & vital information withheld. Discovered after we were able to access portfolio online, which was made available only after cancellation period. Once we discovered the blatant lies, tried to address. Phone messages/emails not returned. Told they were bought by Spinnaker & moving to points based which are more flexible to use - don't have to use the whole week - just come for a few days ************* However, NEVER said have to wait until 29 days before OR that there's 3 night minimum. Specifically asked about approx. points required for units. Told the number varies & they could not answer. Found out, there are fixed numbers. Told we could rent out week with Endless Resort Options for $99, make enough money to pay for ALL maintenance fees, & still have points for own vacation. Attempted to do this as instructed with a July 4th week - week NOT rented out by Endless Resorts; lost $99 & had nothing.At closing, Public Offering Statement only given on CD. We advised could not access CD. They said don't worry about it - just initial we received it. On the line for No representations were made as to investment, appreciation or rental potential of our timeshare, we questioned them about Endless Resorts Options program. They said they would get in trouble if we checked no it's separate entity so OK to initial. We have been intentionally misled & outright lied to. Had we been provided access to our account immediately to review the program details & had all this information been fully disclosed, provided to us in writing, explained thoroughly & honestly beforehand, we would definitely not have "upgraded".

• Initial Complaint

  Date:08/28/2023

  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.

  Spinnaker Resorts has not fulfilled their promises and has subjected us to unfair terms and fees. Initially, we were approached by reps from Spinnaker Resorts. They persuaded us to attend a meeting where they painted a rosy picture of the benefits of owning a timeshare. However, we realized that the reality did not align with the promises made. We were told that we could come whenever we wanted, as long as we made reservations in advance. However, we soon discovered that certain weeks were reserved for preferred guests, leaving us with limited options. Furthermore, the communication with Spinnaker Resorts has been disappointing. They claimed to be easily accessible, but we have found it difficult to reach them whenever we had questions or concerns. Additionally, we were misled about the ability for our family to use the timeshare without us, only to find out that this was not possible until the full payment had been made. During our stays, we encountered various issues that added to our dissatisfaction. On one occasion, my husband got stuck in an elevator for an extended period of time, and despite calling maintenance, no one came to assist him. The jet tub in our unit also did not work, further diminishing our vacation experience. We reached out to Spinnaker Resorts to express our concerns and explore potential options for termination. However, the proposed solutions presented to us are completely unaffordable and unrealistic. Spinnaker Resorts has given us three options: paying off the outstanding balance of $21,171, paying 50% of the principal balance of $20,527, or paying an $8,000 settlement. These options are simply not viable for us. It is unfair to expect us to come up with such a substantial amount of money, especially considering the dissatisfaction we have experienced with the timeshare. The timeshare has failed to deliver on the promises made during the sales process, and it is only fair that we are relieved of this burden without any additional fees.

  Business Response

  Date: 09/25/2023

  The Customer ******************** previously attempted unsuccessfully to reach out to the Consumer numerous times. A certified letter was sent to the Consumers addressing the claims and they were advised we were closing interest as we could find no justification in their request. Before that, the Consumer sent a request to be released due to financial hardship. The *************** offered several resolution options to the Consumer but they did not accept them.
  In response to their allegations, Spinnaker does not reserve rooms for preferred quests. As disclosed in the contract, all Float owners have the same access to their contracted inventory based upon availability. Records show they were able to make reservations when they requested them. They have not made a request for reservations since 2021.
  As communicated to the Consumer while making a reservation with ***** Services, the owner *** allow family and friends to be guests in the unit as long as the annual fees are paid.
  In **************************************** the elevator,however the issue was resolved at the time. The General Manager provided her direct phone number, asking the Consumer to contact her on their next stay as a gesture of continued customer service. There are no other records of complaints.
  Based on the above-mentioned reasons, we can find no justification for their request and can only recommend that they contact the loan department to discuss any options that *** be available to them.