Business Profile

Timeshare Companies

Spinnaker Resorts

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Timeshare Companies.

This business has 1 alert

Pattern of Complaints

Complaints

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

Customer Complaints Summary

129 total complaints in the last 3 years.
26 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/18/2023
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.
We were called by this company and offered a package for a vacation and cruise (pending sitting through a timeshare promotion) with gift cards and a bunch of other promotions for $250. We have done this before with no issues with another company with no issues. On the phone, we deliberately asked more than once if we could cancel the entire package if need be due to me being pregnant and my husband being active duty-sometimes you just cant make it work. We were ASSURED. Yes you can cancel this and be refunded anytime, for any reason. Until we called to cancel which was a hassle in itself. They stated they the package could only be gifted to someone else and the funds could not be reimbursed even though this is not what we were told. Besides that, i never received any documentation that was supposed to be mailed and emailed to me. Only a reoccurring email to book with a phone number. No confirmation or information. This is completely predatory and I would just simply like to be refunded as was promised during the initial call that we were on for roughly an hour sorting out details and asking questions to ensure this was a good deal. It is not.
Business Response
Date: 09/25/2023
We are sorry to hear of the Consumers circumstances. In the interest of customer satisfaction we cancel and refund then amount of the vaction package purchase. We will be contacting the Consumer to discuss further and confirm the refund details.
Customer Answer
Date: 09/29/2023
[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 IF they in fact, refund me the total amount to the original account I paid with, as I have not been contacted by the company yet.
Regards,
*******************************

Business Response
Date: 10/11/2023
********,

The Consumer was issued a full refund on 10/2/2023. We consider the issue resolved. Thank you!

Sincerely,

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

Customer Answer
Date: 10/11/2023

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 since i was refunded. Thank you.
Regards,
*******************************
Initial Complaint
Date:08/16/2023
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.
I am writing to express my deep disappointment and concern regarding the lack of customer service and communication I have experienced with Spinnaker Resorts. On March 31, 2023, I received an email from *********************** at Spinnaker Resort stating that my account had been terminated. In response, I reached out to ****, requesting more information about the termination and confirmation of my release from the timeshare.Unfortunately, I never received a response. Since then, I have made multiple attempts to contact Spinnaker Resorts regarding the termination notice, but have not received any communication from them. This lack of response has left me uncertain about the status of my account and has caused significant distress. As loyal customers for over 20 years,my family and I have come to the realization that the timeshare is no longer affordable for us. Our financial situation has been further strained due to my diagnosis of Multiple Myeloma, a form of bone and blood cancer. The cost of treatment has made it extremely difficult for us to consider additional expenses. Given the uncertainty of my health and the financial hardship we are facing, we believe it is in our best interest to be released from our timeshare immediately. I kindly request your assistance in granting us a Mutual Rescission. I sincerely hope that this letter reaches the right hands and that you are willing to help us resolve this matter.
Business Response
Date: 09/25/2023
We have responded to the Consumer several times in regard to her account status. Due to the delinquency of the loan account, it was terminated and the Consumer's contract has been canceled as of April 2023. Below is the response email sent to the Consumer by the *************** on 6/21/23:
From: Loans Department
Sent: Wednesday, June 21, 2023 8:19 AM
To: ************************
Subject: Spinnaker Loan # ************
Good day,
This is the third time we are responding to you with regards to your unpaid timeshare loan. Your timeshare loan was terminated due to non-payment, however, the unpaid balance will remain as an unpaid debt reporting on your credit bureaus. If you wish to remove this from your credit bureaus, you will have to pay a settlement fee in order for us to delete and remove this from your crit bureau. We had sent you an offer to settle this account for $2700.00. We will honor this offer if you wish to have this removed from your credit bureau and the balance written off and have the account fully terminated.
Thank you.
***********************
Loans Department
******************************************
**Please note new Extension Number**toll free: ************ ext. *****fax: ************** www.spinnakerresorts.com
From: Spinnaker Resorts - Contact Form ************************
Sent: Tuesday, June 20, 2023 9:50 AM
To: HHI Reservations *******************************************
Subject: Guest Contact Form Submission (ID3) ******
First Name *********
Last Name Price
Email ************************
I received an email from ******************** in March informing us that our timeshare would be terminated due to nonpayment. I have emailed ******************** twice requesting confirmation that our entire timeshare account will be fully terminated, and I have yet to hear back. I need someone to respond to my emails ASAP. Have we been released from the timeshare?
Initial Complaint
Date:08/04/2023
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.
see Attached document
***** **** ** *** *** **** * *** *** ********* ********
*****************************************************
Business Response
Date: 09/25/2023
We have reviewed this complaint and have determined the terms of the contract were fully disclosed within the contract documents, specifically loan payments, maintenance fee amount and usage.
However we are willing to work with the Consumer to come to a mutual resolution. We will be reaching out to the Consumer to discuss the resolution further.
Initial Complaint
Date:07/05/2023
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.
My wife and I were contracted by a telemarketer from Spinnaker Resorts after visiting the outlets at ****** ****** **. We were promised a free trip if we went to a presentation, but couldn't attend due to it being the last day we were on vacation and we had things planned already. We later received calls offering a free hotel stay in ****** ***** **, without mentioning it was a timeshare. We took the opportunity for a "free" vacation. However, since then, we haven't been able to use the timeshare and our attempts to seek clarification and assistance have gone unanswered. We're now facing financial difficulties and want to cancel the contract immediately.
Business Response
Date: 07/11/2023
BBB #******** ********
After a thorough review of the Consumer’s statements, we find that
the request is best summarized as release from obligations due to buyer’s
remorse. They claim that they have not
been able to use the timeshare and attempts to seek clarification and assistance
have gone unanswered. Since they purchased in 2020, we do not have a record of communication
for assistance nor for reservation requests.

On May 23, 2023, we received notice requesting release however due
to their current loan obligations a settlement offer was presented but we have
not received a response.

Additionally, our records reflect that they are currently 54 days
delinquent on their loan obligation and have not paid the 2023 association
fees which restricts their usage. Based on the foregoing, we urge them to
contact the Loan department at ************* ****** * to discuss any options
that may be available under the current circumstances. Also, if they are in need of
assistance in utilizing their ownership, they should call our Owner Services
department at ************.

Regards,

Corporate Customer Relations
Customer Answer
Date: 07/13/2023

[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: You said in your response that you haven't received communication from me since I purchased my timeshare. I have sent not one, but TWO LETTERS requesting that my timeshare contract be cancelled. And I do not want my timeshare cancelled because I have buyer's remorse. I want to cancel because We were lied to ever since we purchased the timeshare. We have tried to reach out by phone and left voicemails to advise your company of our questions and concerns for assistance but haven't received a callback or response what so ever. We even had the direct contact info for the individual that was working with us, named *****, and he never answered or followed up with us. You stated that we are behind on our payments. Of course we are! We are not going to pay for something that were are unable to use. There is never any availability when we do try to book a vacation. We do not want your assistance any longer, we have tried numerous times in the past with no luck, we are past the point of being understanding and patient. Please terminate our contract with you immediately.

Regards,

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

Business Response
Date: 07/14/2023
BBB #********
********

To clarify, we stated
that we did not receive communication requesting usage assistance or requesting
reservations since your purchase in 2020. We did state that we received communication
from you in May of 2023 requesting to be released. At that time the Loan
department responded and made a settlement offer. Thereafter we received
another letter in response to that offer.
While you mention you
have never used your ownership, our records show you have never attempted to.
Additionally, you are delinquent on your 2023 maintenance fees which prohibits
you from making reservations.
None of the information
provided in those letters describe misrepresentation. The letters do state that
you have financial hardship alleging that you do not make as much money as you
did when you first purchased and that your wife is now a part time caretaker
for her father. Based on that information we determined that your request is
due to Buyer’s Remorse. (These letters are attached hereto.)
The initial complaint with
BBB states that your issue was you have had a lack of assistance. You also said
that you are having financial difficulties. We do not have a record of you
requesting assistance with making reservations or asking for clarification on
your ownership.
Now, after Spinnaker has
denied your request again, you state you were lied to but give no detail of
that claim. We cannot address your allegation of being lied to when you have
not provided any specifics.
Based on the foregoing
we are closing interest in the matter. You may contact the Loan department to
discuss your options or call our Owner Services department for assistance in
utilizing your ownership.

Regards,
Corporate Customer
Relations
Spinnaker Resorts
Customer Answer
Date: 07/17/2023

[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: You said in your response that I have never attempted to use my timeshare contract. As I have stated in EVERY SINGLE RESPONSE, I HAVE NOT BEEN ABLE TO USE MY CONTRACT BECAUSE THERE IS NEVER ANY AVAILABLITY ON THE WEBSITE FOR ME TO DO SO. I WAS NOT ABLE TO BOOK ANYTHING ON YOUR WEBSITE BECAUSE THERE HAS NEVER BEEN ANY AVAILABILITY ON THE WEBSITE FOR ME TO DO SO. Even when I was up to date on my payments, there was still never any availability so don't use that as an excuse as to why I was not able to book. I have tried since I purchased the contract. You don't have record that haven't reached out for assistance because the only point of contact we had was with someone named ******, and when we tried to contact ******, he was no where to be found. So of course, you're not going to have record of us trying to reach you because your sales representative is not answering us. He probably doesn't even work there anymore, and we haven't been provided with an update if so nor have we been provided with another point of contact. Your company lied to us by telling us that what we purchased wasn't a timeshare to begin with. Please just cancel our contract immediately, we are tired of going back and forth with your company when you are clearly in the wrong. It is not buyer's remorse. It is us being ripped off and scammed by YOUR COMPANY!

Regards,

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

Business Response
Date: 07/19/2023
BBB #********
********
Spinnaker Resorts does not have a website that shows availability or a way to make online reservations. If you are attempting to make reservations this way, it is not through our company; you may be speaking about the third-party exchange company, Interval International. We have no control over what inventory or availability a third-party company has. Additionally in order to use your Spinnaker week though the exchange company, you must first call Spinnaker to make the request; we have no such requests.
At the time of purchase, you were given the contact information for all departments and/or representatives who you could contact for assistance. We do not provide contact information for the sales representatives or suggest that you contact the sales representative as their schedules do not conform to owner's who need assistance during the workday. Again, we do not show a record of you contacting us for that type of assistance nor have you used Spinnaker's website to find availability - we do not have that option.
For these reasons we find no justification in your request for cancellation. You may contact the Loan department to discuss your options with them.
Regards,
Corporate Customer Relations
Initial Complaint
Date:06/20/2023
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.
I have tried to call and contact them via email several times to cancel my booking. I left multiple messages.
No one ever responds.
Business Response
Date: 07/07/2023
BBB #********
**********

Thank you for contacting Spinnaker Resorts. We are sorry for
your experience. We will have a representative reach out to you at the number
provided. Additionally, you may call our Marketing department directly at
************ to discuss. Thank you for taking the time to contact us.

Regards,

Corporate
Customer Relations
Customer Answer
Date: 07/10/2023

[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:
I have not heard from Spinnaker yet.

Regards,

**** ****

Business Response
Date: 07/11/2023
BBB #********
**********
We attempted to call the Consumer twice on 7/10/2023 and left one voicemail in which we provided a direct call back number. While we will continue to attempt contact with the Consumer we would also suggest they call us directly at ************ or ************ ext ****. Thank you.
Regards,
Corporate Customer Relations
Initial Complaint
Date:06/12/2023
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 purchased our Time share nearly 4 years ago on out Honeymoon, we were told that if for any reason we wanted out of timeshare contract that they had a customer buy back program. I have tried numerous times throughout the last 2 yrs to do this, and haven't gotten anywhere with it, meanwhile they are still deducting 200 a month for timeshare from my account and are still charging me maintenance fees, we have never used this, nor do we ever intend to use this, as we have moved to the area where timeshare was purchased just over 2 years ago. I'd like out of my contract all together, and something for at least the last 24 months of payment returned to me, while I have been trying to use what was promised upon purchase. Please help. Thanks
Business Response
Date: 06/12/2023
BBB #********
********

We have
reviewed the Consumers ownership records and find the evidence does not support
their claims. In our estimation the claims can best be summarized as release
from obligations due to buyer’s remorse.

The Consumer purchased
a ******** ******** in 2019 with a first-year usage in 2021. The Consumer has
not paid the 2021 or 2023 maintenance fees and therefore is unable to utilize
the interval due to delinquency.

Furthermore, we
find that the terms of the contract were fully disclosed and the Consumer
acknowledged within the contract documents that Spinnaker does not have a buy back
program and that the purchase was affordable (attached). The Consumer may attempt
to resell the property on their own or through a third-party company.

As a result of
a review, it has been decided that their request for termination of ownership
must be denied due to a lack of justification. The reasons given are not an
adequate basis for consideration at this time.

Subsequently,
we are closing interest in this matter and the Consumer’s contract with
Spinnaker Resorts will remain in full force and effect, pursuant to their
contractual obligations found therein.
We would urge
the Consumer the HOA Collections department to discuss their options. They may
be reached at ************.

Sincerely,

Corporate
Customer Relations
Spinnaker
Resorts
Customer Answer
Date: 06/13/2023

[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:

Regards,

***** ****

None of that is true, while yes I have not paid the maintenance fees, it is solely due in part to trying to exercise the buy back, that was promised by my salesman ******* ********, and the Salesmanager **. It was stated if for.any reason, I needed to go through them for buyback program and that I couldn't sell on my own. Which I have been trying to do for 2yrs plus now. That is not buyers remorse, that is simply trying to follow the rules as stated upon purchase. I want out of this contract, as they have not followed the terms of it, themselves. Thanks in advance.

Business Response
Date: 06/13/2023
BBB #********
********

Unfortunately, as stated previously, Spinnaker does not have a
buyback program. After the presentation you sat with an independent
verification officer while signing the contract documents. To ensure all your
expectations are met, the verification officer read all representations aloud which
you also acknowledged by way of initials and signatures. We have confirmed that
at the time of purchase, during the contract signing, that you were fully made
aware that Spinnaker does not have a buyback program – as shown in the previous
attached document.

You may contact the Deed
& Title department to find out if you qualify for a deedback of the
property or you may attempt resale or transfer on your own. You may reach the
Deed & Title department at *************

Regards,

Corporate
Customer Relations
Customer Answer
Date: 06/14/2023

[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:
That is simply not true. I may even have documents that support my claim of buyback program. I will now be forced to find them, and when I do if this isn't resolved I will now sue the company for misrepresentation. I didn't just pull this out of thin air it was discussed at length during my presentation, you may not be doing this anymore, but at the time of my purchase nearly 4 yrs ago. You most definitely were.

Regards,

***** ****

Business Response
Date: 06/23/2023
BBB #********
********

The documents clearly show you were aware. On the day of purchase,
you signed the attached Purchase Acknowledgement. Representation #9 is initialed
by you; it states that “I CERTIFY AND ATTEST THAT THERE WERE NO PROMISES
ON THE PART OF ANY PERSON AFFILIATED WITH THE SELLER THAT THE PROPERTY
PURCHASED WOULD APPRECIATE IN VALUE, OR THAT THE SELLER OR ITS AGENTS WOULD AT
A LATER DATE GUARANTEE TO REPURCHASE THE PROPERTY OR RESELL IT FOR ME.
SPINNAKER DOES NOT HAVE A PROGRAM TO BUY BACK PROPERTIES.” This was also
read aloud to you by the verification officer.

We cannot find any evidence that supports your claims
however if you are able to provide clear and compelling evidence to support
your claims we will gladly review it.

We have already advised of the options you have
available to you and at this time we have no other choice but to close interest
in the matter.

Sincerely,

Corporate Customer Relations
Initial Complaint
Date:06/12/2023
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.
My title and deed were not bridged as they said would be done and I was unable to stay in the timeshare units that I purchased in2022. I was told I had to stay in my previous timeshare unit that I had traded for new unit. It's been a year as of June 12, 2023, that I purchased new unit. I have paid for it in full. I feel they should refund me and turn over my previous unit and call it a day. This has been very frustrating dealing with this. It should not have been this hard. My ex-husband signed off on previous unit with notarized form and sent it to them last July 2022. In October they said it had not bridged over. Still waiting. Too many problems with this process.
Customer Answer
Date: 06/12/2023
To start off on June 12, 2022, the salesperson asked if I could afford $100-$200 a month payment. I said yes. The contract with Spinnaker Resort was under $200 a month for the loan of $5900. But he started talking about a credit card and interest free and I just was not catching on the concept of this process. The other amount to be put on credit card was $11,500. And he didn't tell me what that payment was going to be. He said I could just keep transferrin to another interest free card. He said he would help me get it transferred to another interest free card. He only kept saying it would be interest free. Come to find out when I got the credit card statement the payment was going to be another $403 a month and the card was only interest free for 6 months. I called him and said I couldn't pay this amount and wanted out. He started getting loud on the phone with me saying I signed a contract, and I can't get out of it. I kind of froze. I was scared to say anything else. I calmed myself and I then told him he said he would help me. But he only said to reapply for another credit card. He ruined my credit score by me having to apply for credit cards. I never found one that would take on $10,000. Just separate cards would take $5000 or less for 6 months. I tried texting him and calling him. He never called me back. I called his manager. He was going to investigate and call me back. He never called me back. This was all within about 2 weeks. The credit card statement closing date was 6/19/2022. I had to pay off the loan and credit card with my home equity. Basically, my retirement.

I feel that there is a breach of contract since I was unable to use the upgrade unit this year because the first unit contract has not bridged over yet. My contract says I would be able to use it in 2023.

Thank you,
****** ********

Business Response
Date: 06/29/2023
BBB#********
********

Thank you for
contacting Spinnaker Resorts with your concerns. After reviewing your owner
record we were able find an internal issue that caused a delay in the bridging
process. The contract is now bridged and you have access to make reservations
by calling our Owner Services department at ************.

We are sorry for
the delay and to compensate for any inconvenience we would like to offer a No Cost
VIP Certificate for a free week stay at any of our resort locations. To accept
this as a resolution to the issue please reach out to the Customer Relations
department ***********************.
Thank you again for contacting us.

Sincerely,

Corporate Customer
Relations
Customer Answer
Date: 07/11/2023
Hi ********,
Spinnaker didn't answer about the salesman and manager not responding back to me. I thought that was very disrespectful to me. An apology from both of them would be nice. And I would like to be further compensated for the delay in response. I don't think they would have responded to me without your help. I think not having to pay next maintenance fees would be acceptable to me. I did except the VIP week but they didn't say when it had to be used by. I am not sure I can take off another week this year.

Thank you for helping me through this process. You have been a blessing

Business Response
Date: 07/13/2023
BBB #********
********

Good afternoon,

In review of the complaint, we do not see where the Consumer advised us about attempting to contact the representative or manager. However, we do apologize if communication to them went unanswered. We encourage our Owners to contact Spinnaker directly as we cannot track any communication sent to an individual’s email or cell phone.

The free VIP certificate expires on December 31, 2024. This certificate allows one free week at any of our resorts and was offered and accepted as compensation for any inconvenience caused. We have sent the resolution agreement and VIP certificate via certified mail and **** tracking indicates they attempted delivery today, 7/11/2023, but no one was available so they are holding it at the post office for pickup.

If you have any issues getting the mailing, please contact us at ************.

Regards,

Corporate Customer Relations
Initial Complaint
Date:06/02/2023
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.
My husband and I are timeshare owners with Spinnaker Resorts. At this point, we have decided that our best interest is to end our agreement and all obligations with their company. We received an "offer" from this company to pay $5,500 to end our agreement. We can not pay the amount they have asked for. We have only used this timeshare occasionally and can not justify giving them more money. When we would call to make reservations, we would run into problems booking. Every time we called for a week, we were told the week that worked for us was not available. It is hard for us to pick different weeks, but this was a reoccurring issue regardless of what we chose. The only times that they had availability were for the winter months, and this is not ideal traveling time for us. The sales presentations are very confusing as they bring in several different representatives that provide an overload of information at one time. We were misled on this ownership as we were told we could book any time we wanted. This is not the case. We want to end this ownership, but we can not afford that amount to do so. Why won't this company take back our membership and allow us to resolve this reasonably?
Business Response
Date: 06/08/2023
BBB #********
********
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.

In
our estimation your claims can best be summarized as release from obligations
due to buyer’s remorse. You claim that you
are unable to obtain dates you want but we show that you have successfully made
reservations or exchanged with Interval International each usage year with the
exception of 2023.

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 February
28, 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. 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,

Corporate Customer Relations
Initial Complaint
Date:06/02/2023
Type:Delivery 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.
Date of Transaction March 2022
Amount Paid to Spinnaker Resorts $500.00 Check March 2022
Quick Claim Deed *******
Nature of Dispute: Quick Claim settlement agreement, paid on it, then the other party (Spinnaker) basically disappeared.
Spinnaker Resorts has not tried to contact me, I've left several emails and telephone calls.
Business Response
Date: 06/08/2023
BBB #********
*******
Thank you for contacting Spinnaker Resorts. Please know that the Quit Claim Deed in question was recorded on July 21, 2022 and you are no longer an owner nor have any obligations to Spinnaker Resorts. Our records reflect you were working with an attorney who should've provided you this information last year. I have attached a copy of the recorded deed hereto. Please let us know if you have any other questions.
Sincerely,
Corporate Customer Relations
Initial Complaint
Date:05/30/2023
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 are writing this formal complaint against Spinnaker Resorts due to their unwillingness to terminate our membership. Spinnaker does not have their members' best interest. We have been faithful members of
Spinnaker Resorts since 2020. A lot has happened in the last few years, not to just us but the world we live in now. Between continuous COVID-19 outbreaks and the rising inflation of costs, this timeshare is
not feasible. We are still recovering from the repercussions and again this timeshare is not our top priority.

The experience with the timeshare was very pushy. They gave us a lot of information that has turned out to not be true such as trading and selling our time for profit. They specifically told us not to mention the
selling for a profit to the closing people, which I am assuming because they weren't supposed to use that as a sales tactic because it's not completely true. Since we've had it, we've had nothing but trouble and
have been trying to get rid of it for over a year at this point with no luck.

We had trouble with a lot of things since acquiring the time share financially. *** and I also split up last year which required me to move out and it's been extremely difficult trying to buy a home due to what
this has done to my credit in the meantime. I want to be able to move past this and have this removed as a bad mark on my credit, especially due to the false information and hard, high pressure sales tactics we
were given.

We have addressed our concerns with Spinnaker and receive no resolution to this day. We do not understand why Spinnaker Resorts wants to hold our membership hostage. We know it is well within the
power of Spinnaker Resort to grant our desire for termination and we will continue to pursue the termination of our membership through whatever channels necessary. Thank you.
Business Response
Date: 06/08/2023
BBB #********
********
This
is an acknowledgment of our receipt of your written concerns regarding your
recent purchase with Spinnaker Resorts and we thank you for taking the time to
express those concerns. We have
thoroughly reviewed your statements in conjunction with the available records
in your owner file and find that the evidence doesn’t support your claims.
In our
estimation your claims can best be summarized as release from obligations due
to buyer’s remorse. You claim that you
were told you can trade and sell for a profit however we find those terms were
properly disclosed within the contract documents that you signed and
acknowledged. You also indicate that you were complicit in hiding those
expectations from the Developer while signing the contract documents.
Based on the
above-mentioned reason we can find no justification for a cancellation of your
contract.
Additionally,
our records reflect that you are currently 513 days delinquent on your loan
obligation. The Loan Department has reached out several times in attempts to
offer a settlement. We urge you to contact them at ************* ****** ** at
your earliest convenience to discuss any options that may be available to you
under the current circumstances.

Sincerely,

Corporate Customer Relations
Customer Answer
Date: 06/09/2023

[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: No one has offered any kind of settlement or solution to our concerns. Please forward any settlement offer you are speaking of here through the BBB so we can see and review. I look forward to a quick response.

Regards,

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

Business Response
Date: 06/23/2023
BBB
#********
********

We find that the Consumer’s statement “No one has offered any kind of
settlement or solution to our concerns” is untruthful. We have offered a
settlement at least two times which the Consumer has rejected. Those emails are
attached hereto. We have also made several phone calls and sent numerous
notifications and demands to the Customer since January 2022.
Furthermore,
as stated in our previous response, we find no justification for a cancellation
of the contract; the Consumer has buyers’ remorse which does not validate a
cancellation and/or release of their current loan obligations.
To show our attempts to discuss and
resolve the Customers debt, we have supplied the following timeline of events:
On 12/17/21 the Consumer requested to cancel
automatic payments stating they wanted to use the online pay option. The
Consumer stopped paying on their loan in January of 2022.
Late
notices sent:       Demand notices sent: Settlement offers:
1/19/22                       4/7/22                                     6/8/22:
Emailed settlement offer
2/4/22                         5/6/22                                     4/5/23: Received
email rejecting offer
2/25/22                       5/26/22                                   4/6/23: Emailed
2nd settlement offer
3/10/22                       6/28/22
3/25/22
4/20/22
5/6/22

Phone
attempts:
2/14/22:          Called ************: Answered, **** verified
address, hung up
Called again
************: No Answer
3/12/22:          Called ************: Answered, hung up
Called again
************: No Answer
Called ************:
No Answer
4/5/22:            Called ************: Answered, hung
up
Called ************:
Answered, *** said he’s not paying

To discuss their loan delinquency and any options they may
have they must contact the Loan Department at ************, ****** ** or email **************************.

Regards,

Corporate Customer Relations
Customer Answer
Date: 06/28/2023

[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: It's not mentioned that they used high pressure tactics or false information to get us to buy. It's also not mentioned that they had their salesman lie about what we could do with the weeks we had.

Regards,

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

Business Response
Date: 07/07/2023
BBB#
********
********

We find that
the evidence does not support your claims, you allege you were told you could trade
or sell for a profit however we find those terms were
properly disclosed within the contract documents that you signed and acknowledged.
Furthermore, you claim that you withheld this information from the verification
offer who reviewed all the contract documents with you. The representations you
acknowledged at the time of purchase are to manage any expectations and by purposefully
hiding information you would be a culpable party to the alleged
misrepresentations.

Additionally,
you claim high-pressure sales tactics however you specifically acknowledged
that you did not feel rushed or pressured and you were given every opportunity to
ask for clarification and additional information regarding the benefits and
your personal reasons for purchasing.

I
have attached the referenced acknowledgements hereto.

Based
on information provided in your initial complaint we feel that life
circumstances have initiated the cancellation request. We have made several
offers that you have not accepted. Due to this, we have closed interest in the complaint
and your contract will remain in full force. You should contact the Loan
department to discuss the current delinquency of their account.

Regards,

Corporate
Customer Relations
Spinnaker
Resorts

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

This business has 1 alert

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Spinnaker Resorts is NOT a BBB Accredited Business.