Business Profile

Timeshare Companies

Spinnaker Resorts

Headquarters

This business is NOT BBB Accredited.

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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:03/31/2023
Type:Order 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 have been owners for 7 years. We just recently went for weekend and were made to see sales to go over the new stuff that was offered due to Spinnaker buying it. We were told no sales was involved only info. We were met by ****** ******** who told us he owned Spinnaker. He told us that our contract with ***** ***** was dead and if we did not sign his contract we would be slapped with thousands of dollars bill every year from ******** and only be able to use timeshare for the last week of February every year. He promised us that he was paying off our old loan and upgrading us to a 2 bedroom towns ( which we already own) and giving us $7000 in a bank to use to pay our exchange fees and that he was paying out of his pocket $600 to join his company which rents out your timeshare. So with the renters we would just give him our yearly points and he would give us all the renters money. After 2 years our timeshare would be paid off. So we felt no choice but to sign with him. Come to find out EVERYTHING he said was one big lie. The entire sales office was in on the lie also. I have reached out by email, text, and phone calls. No one will answer me.
Initial Complaint
Date:03/28/2023
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.
Description of Complaint:
I am writing in regards to a certificate of promotional vacation I received. I can provide certificate number if needed. I participated in a promotional activity for timeshare through ************ ** resort. I sat through the presentation and the two sales presentations. I am disappointed in the multiple comments about how this is not a pressure sales pitch - we understand if you don’t choose - you can just walk away. No you can’t just walk away you listen to the presentation and you are guided to a sales pitch - when my husband asked for the bottom line we had to sit through another 10 minutes of information we didn’t want. When finally given the bottom line it kept changing according to our interest. We supposedly were being helped by a manager at the resort and he was not very professional at the end. He offered us one last ditch lowest offer he could give just came available and when my husband was like thank you can you give us a business card he gave us a whole story about his dr and why she told him to sto giving out business cards. When my husband tried to take the papers that had the written offers to us - he grabbed them rudely from my husbands hands saying these are not for you. He sent us upstairs to another presentation. That suddenly gave us an even better offer for that suddenly came up item. We said no and were sent for our promised gifts. The gifts are actually also just a game that if you are willing to give a lot of time for them you will be ok but there is much run around. I got certificates. I signed up on the site as requested. I paid $150 processing fee. I did not hear anything within a reasonable amount of time. My family must coordinate our stay requesting time off all at same time. I called two weeks after working thru the website. First number couldn’t help me connected me to another person who gave me a number to call. I called number which had no option to connect to anyone, but just leave messsge. I left message and found another number. I called that number and was told to connect to customer serviceit would be approximately a1 min wait 4 minutes later phone hung up. I call directly back. I was connected to a customer service agent who told me I had to wait another 2 weeks till April 10th when I would be contacted to set up my vacation. I must wait for my April 10th date. I’m not sure for call, email, both? Really I’m not sure why you cannot be in contact with a person especially when I’m letting them know that I am interested in upgrades. Spinnaker resorts are basically playing games with customers. If you don’t buy you are asked to jump through hoops to get what is promised and that seems like bad business all around. Having been told that there is no pressure and everyone understands if you are not interested in the product…. It is very disturbing the way you are treated from the moment you say no. I was getting calls all the time to set up initial visit and now that I’ve done what they ask I’m being pushed around and given excuses. I would like the vacation I was promised or a refund of my $150. I will be placing a complaint with ***** as well. I am not sure who is really responsible.
Business Response
Date: 04/13/2023
***********
**********

Thank you for contacting Spinnaker Resorts. In review of your
complaint we do show that you were issued a ** *** vacation certificate. ** ***
is responsible for the fulfillment of those certificates. Because ** *** is an
unaffiliated third-party company, Spinnaker Resorts is not able to assist in
making reservations or issuing refunds and cannot address the issues you have with
** ***. We can only suggest that you contact their customer service department
at ***** *********

Sincerely,

Corporate Customer Relations
Initial Complaint
Date:03/22/2023
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 have been reaching out to ***** ***** to get some resolution with our timeshare ownership. We sent in a request to cancel our agreement and receive a refund. We detailed the issues and experiences we have had with this timeshare since purchasing to justify our request. We have been denied this request several times. Recently, we were in contact with ****** ***** who has not offered any solutions either. She told us we could pay off the loan and then we would receive some help. What is the point in paying off the loan to just turn around and give it back to this company? Our family has invested so much into this timeshare ownership but we have not received any actual benefit. We have only taken one vacation and could have put a downpayment on a house for what we have spent. As we tried to explain to ***** *****, this ownership is difficult to use and it is not flexible for our lives. Regardless of whether or not we use this, we are required to pay the maintenance fees. Even during the pandemic, when everything was shut down, they still required the fees to be paid on time. This ownership is an endless money pit. We did NOT get what was sold to us and we refuse to accept that ***** ***** will do nothing to let us out of this.
Business Response
Date: 04/12/2023
*** *********
*******

We have reviewed the Consumers concerns and have determined their
complaint in actually a request to be released from financial obligations due
to buyers remorse.

Unfortunately, as communicated to the Consumer several times,
they have not provided any factual or legal evidence to justify a cancellation
and refund, especially in light of their current loan obligation. If the
Consumer fulfills that obligation they have several options to get out of their
ownership which include owner resale, third-party resale, property transfer or
deed back to the Association.

Based on the above-mentioned reasons, we deny their request
and are closing interest in the matter. The Consumers are still obligated to
perform per the terms of the contract.

Sincerely,

Corporate Customer Relations
Initial Complaint
Date:03/20/2023
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.
Brought a timeshare from Spinnakers with the understanding that I would receive the use of an additional timeshare for a week. On the contract form it was noted that the Maintenance Fees were prepaid. Was charged for them later and and Spinnakers will not refund
Business Response
Date: 04/13/2023
Good afternoon,

I apologize for the delay in sending a response to this complaint however I have attached one hereto for the Consumer’s review. Please let me know if you have any issues with re-opening the complaint. Thanks!

Sincerely,

******* ******
Supervisor, Corporate Customer Relations
Spinnaker Resorts

Customer Answer
Date: 04/14/2023

[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: On the document that was provided by Spinnakers, the note shows that in August of 2023 the understanding was that the Maintenance Fee for the 2 bedroom unit was considered to be prepaid at the time of sale. In January 2023 Spinnakers sent a second bill for the Maintenance Fee and advised if not paid by the deadline it could affect my credit as their third party collection firm pursued payment. More simply if the fee was prepaid in 2022 why would their be a bill in 2023 for the same fee?

Regards,

***** *****

Business Response
Date: 04/28/2023
My apologies for the late response.

This is in reference to BBB complaint #********

We are sorry if you received a billing statement in error however we do not show any overpayments for your accounts. If you feel that you have overpaid we urge you to send us the proof of payment so we can investigate further. At this time all your accounts are current and you have reserved the 3 weeks available for you in 2023.

Sincerely,

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

Customer Answer
Date: 05/06/2023

[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: Spinnakers is ignoring that on their contractual document (Specifically the document titled "Prior or Existing Ownership Acknowledgement") their employee (*** ******) documented that they had no basis to charge me any Maintenance Fees as they were prepaid at the time of sale. This was the terms of the sale. Therefore the attached document shows that the notice to pay fees was in error and a refund of the dues paid is in order. The reason I paid this charge was I was advised by the Spinnaker payment personnel that if I did not pay while the review of my claim was being investigated, the "debt" would be turned over to a collection agency and harm my credit rating. I am hoping that we can resolve this issue in this forum rather than going to court.

Regards,

***** *****

Business Response
Date: 05/11/2023
Below are the three (3) transactions for your usage in 2023:

Contract #****** (new)
1. 1-Bedroom Bluewater 2023 Usage– paid $773.00 (Reservation
set for 4/16/23)
2. 1-Bedroom Bluewater 2023 Usage – paid $773.00
(Reservation set for 4/16/23)
Contract #****** (old)
3. 2-Bedroom Bluewater 2023 Usage – paid $995.00 (Reservations
set for 4/30/23)
Current Association fee Balance $0.00

If you do not agree with the above, please provide proof
that you should not have paid these amounts or that you overpaid.
Customer Answer
Date: 05/12/2023

[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: Spinnakers has for two rounds of these conversations ignored that there was no legal reason to charge me a 2023 maintenance fee of $995, since the terms of sale document signed in August of 2022 specifically states that the maintenance fee for the two bedroom unit was prepaid at that time. the payment received in January of 2023 was unwarranted and should be refunded. The attachments are clear.

Regards,

***** *****
Initial Complaint
Date:03/13/2023
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 went on one of the so called "fabulous time share presentations" with the promise of 2 additional "free" vacations. This is a complete lie and a trap the additional vacations were not free as we had to pay non refundable deposits. They use a company called ***** and while Spinnaker will say this is a 3rd party and no affiliations with them this too is a complete lie. ***** is a joke and will jot accommodate your picks and just wants you to continue to pay to extend the trip out. Spinnaker Resorts is a waste of time and money, complete money trap as is their "3rd party" Do not fall for these free trips as they are a total lie
Initial Complaint
Date:02/23/2023
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.
Around August/September 2021 we traveled to ******** ******** to use a discounted travel package we purchased through Spinnaker Resorts. During our stay, we had to attend a 90-minute presentation. We had no intention of purchasing a timeshare. We were just fulfilling our obligation. We were told that we would receive a free week of travel to any Spinnaker location and received four rounds of golf to be used at that time. We did receive the free gifts, however we had to reschedule the week of travel from ****** **** to *******. Unbeknownst to us at that time, we lost all four rounds of golf that we were given. This was not explained to us when we rescheduled.

Our sales rep was named *****. We also worked with a manager that was based out of ****** ****, **. *****, we were told, has since been fired. We were shown a beautiful new unit with two bedrooms. It was presented to us as what we would be purchasing. It had plenty of room for a family trip, and would be more than spacious for just the two of us. We declined to purchase a timeshare, as we had no intention of purchasing anything during this trip. We were presented with a timeshare priced at $50k, we declined. That was an outrageous price and we were not interested. Then we were presented with another $25k timeshare, again we declined. We felt very pressured to purchase a timeshare and, at times, guilty for not buying a timeshare. We were ready to leave and told them so. ***** acted annoyed, and the manager came over. At this time, they showed us the third option that had an $8K price tag. This was a “pre-owned” option. We were told that this option included all the benefits of the other two timeshares they had shown us.We mentioned to him that we had been planning a trip to ****** for the summer of 2023 for our 25th wedding anniversary. We had done our research and knew the cost of the trip. We asked if this $8k timeshare could be used in ******. We were reassured that yes, it can be used worldwide.
Business Response
Date: 03/07/2023
BBB #********
********

We have previously received
three complaints from this Consumer all of which have been addressed. More
specifically, on August 26, 2022 we received an email directly from the
Consumer. We addressed the claims and determined there was no evidence or justification
for what they were requesting however we did make an offer for resolution on September
22, 2022 which they declined and the matter was closed out.

Thereafter, on September
30, 2022, we received a complaint via the Attorney General of ****. We
addressed the claims with that office and they subsequently notified us the
complaint file was closed.

On September 30, 2022, we
also received a notice of complaint via the ***** ******** ********** ** ******** *******. We addressed the claims with that agency as well and they
notified us that they closed the complaint as resolved on January 5, 2022 due
to receiving an adequate business response. (These notifications are attached
hereto)

Based on the above, we believe
the Consumer is attempting to use the BBB and other platforms as intimidation
to get what they want. We have previously determined there is no justification to
grant their request and we do not intend to change our position.

Sincerely,
Corporate Customer
Relations
Customer Answer
Date: 03/09/2023

[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:

Regards,

***** ******
Initial Complaint
Date:02/22/2023
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 embarrassed to admit that I was convinced to purchase a timeshare with Spinnaker Resorts. I would not suggest anyone get involved with this company. We were tol to buy a timeshare and then upgrade to this luxury unit they were working on. We made the mistake of purchasing with the salesperson and believed we would be getting a great deal. We then proceeded to try and visit the property and were denied. They would not allow us to see what we thought we purchased. We were also told we didn't have access to those units or the property. This is confusing to us since we agreed to pay the money for the unit. We have yet to get any help from the selling agent, ***** *****, or the timeshare who refuse to help us with this matter. We have reached out to the timeshare a number of times and they have not gotten back to us. This is ridiculous! These companies and their representatives prey on people to take money from them for their own benefit. Now my family is suffering because this company was being selfish by misleading us to purchase something like this. We would like to hear back from this company as soon as possible.
Business Response
Date: 02/22/2023
BBB#********
********

Thank you for
contacting Spinnaker Resorts. According to our records we previously received communication
from the Consumer and on November 11, 2022 we responded advising of the appropriate
contact to discuss their issues with. The Consumer contacted the appropriate
department on January 13, 2023 and received a response ethe same day.
Additionally, we also recently received a notice from a Regulatory Agency
requesting a response. We will be addressing the Consumers issues with that
agency and the Consumer directly.

Regards,
Corporate
Customer Relations
Initial Complaint
Date:02/10/2023
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.
I am highly concerned with Spinnaker Resorts’ lack of communication. I have reached out to them via letters, emails, and phone calls, and I have never been able to get ahold of anyone for several months. I also left ***** ****** several voicemail messages requesting a callback, and I have yet to hear back from her. In 2020, I was offered a deed back to cancellation my timeshare ownership. However, I was told that I was required to pay the acceptance and association fees. I sent a letter to ***** ****** explaining that I am not able to afford to pay these fees. I have explained to Spinnaker Resorts that their fees have hindered me and have made it difficult to make ends meet. I never heard back from her or anyone after reaching out multiple times to discuss their offer. I am disappointed in the way this company has treated me, and this just adds to the many reasons why I need to exit my agreement right away.
Business Response
Date: 02/22/2023
BBB#********
********

Thank you for
contacting Spinnaker Resorts. We have reviewed the Consumers complaint however
our records do not corroborate with the allegations. After receiving a request
from the Consumer to deed back his timeshare interval we sent an Approval
letter on October 7, 2020 advising the Consumer of the fees associated with the
deed back. The Consumer communicated that they were unable to afford the
required fees and request that we waive them. Thereafter, approval to waive the
2022 association fees and reduce the exit fee was received and on January 11,
2022, an email was sent to the Consumer advising of how to proceed (see
attached). We do not note a record of further communication after that time and
the approval was voided. If the Consumer still wishes to pursue a deed back,
they should contact our Deed & Title department via email at ************************* or by
calling ***** *********

Regards,
Corporate
Customer Relations

Customer Answer
Date: 02/28/2023

[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:
BBB complaint #********

I never received Spinnaker's email that they claim to have sent on January 11, 2022. When I checked on my request last summer, they told me that they had not processed it yet. It should have been sent to me by ****. I am interested in proceeding with their offer.

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

Regards,

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

Business Response
Date: 03/02/2023
BBB# ********
********
We are sorry that you did not see the email that was sent on January 11, 2022. One of our representatives will be contacting you regarding options that are available to you. You may also contact them directly by email at ************************* or by phone at ***** *********
Regards,
Corporate Customer Relations
Initial Complaint
Date:02/09/2023
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 need to know what is going on with our account. Back in June 2022, we spoke to ***** at ********* *******, and she confirmed with us that our timeshare was in the process of being canceled and that we would be receiving paperwork. It has now been eight months, and we still have not received paperwork or any update on our cancellation from ********* *******. We need to know what is going on now!
Business Response
Date: 02/22/2023

******

Thank you for
contacting Spinnaker Resorts. According to our records we last received communication
from the Consumer on June 3, 2022 when they called requesting an update to a
previous cancellation request. At that time the Consumer was advised that no decision
had been made yet and to call back in 6 months (January 2023). We do not show
that we received further communication until this BBB complaint.

Based
on the foregoing, we would suggest the Consumer contact our Deed & Title
Department at ************ or [email protected] to discuss their current options.

Regards,
*********
******** *********
Initial Complaint
Date:02/03/2023
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.
June 2022 I upgraded my timeshare at Spinnaker resorts Hilton Head, SC from a 2 bedroom to 3 bedroom. I was told after paying my yearly dues ($1040) in January I would have NO problem getting reservations for my upgraded timeshare for June, July or early August. After several phone calls to timeshare supervisor I was told there was only one availability for Spinnaker Waterside for the end of August. I was told by their salesmen and the man who had me sign new documents for the 3 bedroom Waterside timeshare that I would not have any problem obtaining a 3 bedroom here for the months I wanted. I was lied to by salesmen and by the document signing man. This upgrade cost me $5000 and now I can’t even pick my months. I was told their was plenty availability. I was lied to and misrepresented themselves. I want OUT of this Time share ASAP. Buyer beware. Unfortunately I did not realize they were not members of BBB.
Business Response
Date: 02/03/2023
Good afternoon,

The attached PDF file was intended to be uploaded with our response. Please ensure it gets attached. Thank you!

Business Response
Date: 02/03/2023
*** *********
********

Thank you for
reaching out to ********* ******s. We have reviewed and investigated the statements
in conjunction with the available records in the Consumer’s owner file. We find
that the evidence doesn’t fully support the claims especially in light of the
terms and disclosures that were shared, discussed, and acknowledged during the
signing of the contract. Specifically, the Reservation System clearly states
that all reservations are on a first come-first serve basis. This document showing
the Consumer’s acknowledgement on the date of purchase is attached hereto.

Additionally, the
Consumer has already confirmed reservations for the week of August 26, 2023. As
told at the time of the reservation being made, the Consumer has been added to
a wait list and will be contacted if a unit becomes available in June and July.
Based on the foregoing
we cannot find legal or factual justification for a cancellation of the
contract. Consequently, the Consumer’s contract with ********* ******s will
remain in full force and effect, pursuant to the contractual obligations found
therein.

If you have any further questions
please do not hesitate to contact ********* ******s at ************ and one of
our representatives will be glad to speak with you.
Regards,
********* ******** ********* *****
Customer Answer
Date: 02/06/2023
[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,

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

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This business has 1 alert

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Spinnaker Resorts is NOT a BBB Accredited Business.