Complaints

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

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• 

  Spinnaker Resorts

  35 Deallyon Ave Hilton Head Island, SC 29928

• 

  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:02/03/2023

  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.

  ****** ********
  
  
  I find it very disappointing that ********* Resorts will not close my account with their company. I have paid a lot of money to their company on a timeshare I have not used. It is challenging to book a vacation due to the lack of availability. I have reached out to them and am still waiting for a response. I thought as a widow, purchasing a timeshare would be an excellent opportunity to travel with my 5lb dog and meet others. Most of the resorts weren't dog friendly, and as a widow, I will not leave my dog behind as my dog is a part of my life and happiness.
  
  I attended an additional meeting in Opryland to explain to ********* how unhappy I was and that things had been fabricated in the last timeshare presentation. I noticed that almost everyone who attended this presentation had the same problems as I. Ivan and **** had convinced me that if I upgraded, all my issues would be resolved and that I shouldn't worry. I still have the same problem, paying for a share that serves me no purpose. I have medical expenses that I have to pay, and having this timeshare has become a hassle. I am asking for assistance with canceling my timeshare with ********* Resorts.
  
  Best Regards,
  
  ****** ********

  Business Response

  Date: 02/03/2023

  *** * ********
  ********
  
  Thank you for reaching out to Spinnaker Resorts. We have
  thoroughly reviewed the Consumer’s statements in conjunction with any available
  records in their owner file and find that the evidence doesn’t support their
  claims. Furthermore, we note that they contacted us in May of 2021 requesting
  to be release from their contract. We attempted to contact the Consumer at least
  13 times via letter, phone and email between May and August of 2021 however we
  never received any return communication.
  Nevertheless, the cancellation the Consumer seeks has
  already been granted.  They had stopped
  payments on their loan and, as disclosed in the contract, by not making
  payments they were considered in default of the agreement.  As such the loan department moved to close the
  Consumer’s account for default and on September 27, 2021 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.
  
  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. My understanding is I no longer have any liability for this time share which is satisfactory with me.

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

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

  
  

  
  

  
  

   

• Initial Complaint

  Date:01/31/2023

  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.

  I was told that I could stay anywhere in the world I wanted. But they never mentioned I had to sign
  up for a 3rd party entity. They also never mention that I would have to pay more if I wanted to go anywhere besides Williamsburg, VA. Upon entering the presentation room, I was told the meeting would only last 45 minutes to an hour, but I was held in the room for 3-4 hours with multiple sales reps to convince me that I could afford the timeshare. Three times I had to speak with different salespeople until I finally got the head person who sat down and go over the number with me, telling me I could afford this. I told him I did not want to
  spend that kind of money mainly because I did not have it. The head salesperson got the number down to what looked affordable and would not stop until I agreed. He said the resort would have a full kitchen, washer & dryer, free trash, free parking, secure/gated community. I was promised I could go anywhere in the world with this timeshare. I cannot go anywhere but one place with the purchase, which is Williamsburg, VA. Later I was told if I wanted to travel to another destination, I needed to make a purchase with a 3rd party company called Resort Condominiums International(RCI). I felt like the pressure to purchase the timeshare was all high-pressured salespersons who know I could not afford this but they sold me the so-called cheapest plan that no
  other person wanted. They kept saying, "do it for your family, do it for your children" over and over. They said I would never regret it, but I have regretted it ever since. The thing that gets me most is the salesmen manipulated us by pulling on our heartstrings. They used my wife's health issues as leverage on why we should make this timeshare purchase. I thought they genuinely cared about her health and the enjoyment of my family. I was wrong and now I'm stuck with this timeshare. I can't travel anywhere due to this extra expense. It has risen far beyond the. original cost.

  Business Response

  Date: 02/22/2023

  
  
  Thank you for
  contacting Spinnaker Resorts. According to our records we last received communication
  from the Consumer on September 23, 2022 when they requested a cancellation of
  their contract. We responded advising them of a surrender option and stated
  that we would send paperwork upon their request. We did not receive an
  acceptance at that time and nothing further was done.
  
  To
  address the allegations, the third-party exchange company and membership was
  fully disclosed at the time of purchase within the contract documents. Using an
  exchange program allows travel to many other locations worldwide, outside of
  Spinnaker Resorts. Our records reflect that since purchasing in 2006, 17 years
  ago, the Consumer has utilized the home resort and exchange company on numerous
  occasions.
  
  Based
  on the above, we cannot find a legal or factual justification to cancel the
  contract however we are willing to discuss their surrender options again. If
  the Consumer is interested in that program they may contact the Finance
  Department at
  
  Regards,
  
  
  

  Customer Answer

  Date: 02/27/2023

  [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:01/30/2023

  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 was promised an ******* ****** and other items including ******* to go on a tour. I paid extra to make sure this was my gift and it was verbally confirmed. The phone states all calls are recorded for quality purposes so it should be recorded on their end. I went on the tour and ended up buying. I was told they would settle the gifts. They never did. I had to spend my own money for the ******* trip and have been holding off on ******. They also stopped responding to me. I have emailed back and forth. It is coming up on a year and I was a proper resolution. I would not have bought anything if they could not keep their word on something so simple.
  
  They also blatantly lied when I was making a decision to buy. They said that I was given $1,000 a year in credits and that it could be used for stuff like gift cards to ******. I confirmed that it was dollar for dollar ****** gift cards. The representative confirmed and stated she even already used hers. As you do not get to go onto the site until after the cancelation period, you cannot confirm any other way and I justifiably relied on them. As representatives of the Company, you should be able to rely on them. This turned out to be a lie, which I addressed to them. They said there is nothing they could do l. I'm a finance professional and this was factored into my decision when determining the NPV of this timeshare. I'm worried they are misrepresenting other people and this needs to be addressed.
  
  The location this occurred was at King’s Creek *** ******* **** **, ************* ** *****

• Initial Complaint

  Date:01/23/2023

  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 very upset with Spinnaker and the representatives. Everything about this timeshare has been a lie and nothing but a stressful, financial burden for me and my family. We were never told that the maintenance fees would go up, another lie. We were told we could use this timeshare whenever, also a lie. That is just the beginning of all of the lies that were told. My father is getting older now and I can not afford to handle this financial burden any longer. We are tired of being ignored by Spinnaker so we hope that this will get some attention. We just need out of this immediately. Please help us!
  
  ****** *** ******* *******

  Business Response

  Date: 02/02/2023

  
  
  In reviewing the Consumer’s claims, our records show that the
  terms of the contract were properly disclosed including the maintenance fees and
  usage. Copies of these documents are available to the Consumer upon request.
  We also note that during their 17-year ownership we have no
  previous record of a complaint received, we do show that a request to be released
  from the contract was made in October and November of 2022. In those requests,
  the Consumer does not make any claims of misrepresentations however he does advise
  that due to the death of his spouse, *******, the Consumer no longer felt joy
  in traveling. On a side note, although this dispute was made in *******’s name,
  we believe she is not the actual person submitting the complaint.
  Based on the foregoing, we do not find justification in a
  cancellation of the contract however we are willing to discuss the options available
  to terminate his ownership. Our Deed and Title department has sent the Consumer
  an email today with this information and we will await the Consumer’s response.
  He may contact the appropriate department by sending an email to ************************* or by
  calling *************

  
  Regards,
  ********* ******** *********

• Initial Complaint

  Date:01/23/2023

  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.

  We can not even begin to explain how upset we are with Spinnaker and how much we do not want to be members any longer. We have reached out numerous times regarding our membership and the need to be released. They do not care to listen to our concerns or take the time to help us get out of this, but they are perfectly fine with taking peoples money and sending bill after bill. We refuse to be a part of a company like this. We have been patient and this is beyond frustrating, we are completely over it. We have paid off our mortgage and we need to be released immediately, no is not an answer.
  
  ****** * ****** **********

  Business Response

  Date: 01/23/2023

  Thank you for contacting Spinnaker Resorts. We have received the owner's request and have forwarded it over to our Deed and Title department. A member of their team should be reaching out with any options that the consumer may have for their release. They can also be emailed at ************************* should you need to speak with a representative from that department. Thank you again for contacting Spinnaker Resorts.

  Customer Answer

  Date: 01/25/2023

  [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:01/20/2023

  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.

  Please beware of doing business with this company. It will not turn out the way they promise you it will. Our family is dealing with the consequences now. We were convinced to buy into this timeshare and promised luxury vacations for little or nothing. We paid our money and have never been able to use it. We have called and written this company several times about our many disappointments but they refuse to help. We then told them we wanted to cancel the deal and they rudely told us to stop contacting them because they couldn't help unless we paid the $15K to pay it off. They will lie to you in order to get you to join but they will not hold up their end of the deal. We need them to allow us to be released from this trap. My husband has suffered a stroke and travel is limited for him. Our priority is not to line the pockets of these dishonest timeshares.

  Business Response

  Date: 01/20/2023

  Thank you for taking the time to contact Spinnaker Resorts. Our records show that the consumer's account is in good standing presently. We recommend that the consumer reach out to the Owner Services department for assistance in utilizing the ownership at ************. Alternately, they can reach out to the Loan Department at ******** ************ option * to explore any options that might be available. Thank you again for contacting Spinnaker Resorts.

• Initial Complaint

  Date:01/19/2023

  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.

  To whom it may concern,
  
  I have reached out numerous times to get out of my timeshare and I still have not heard
  ANYTHING. Nobody seems to care to help me resolve this and it is getting extremely
  frustrating. I have spent THOUSANDS of dollars on this timeshare, I deserve a response. How
  can a company be okay with trapping people in this horrible situation? This timeshare has been
  the most stressful purchase emotionally and financially. I have paid off my mortgage so there is
  absolutely no reason I should have to keep this and no reason I should have to keep dealing
  with such a HORRIBLE company. My husband has passed away and I no longer travel.
  Spinnaker should be out of business or better yet, jailed for all of the scams they have pulled. I
  need out of this immediately and I will not take no for an answer. Please help me!
  
  ******* *******

  Business Response

  Date: 01/19/2023

  Thank you for contacting Spinnaker Resorts. The Customer Relations department has reached out to the Deed and Title department for any options that the consumer has to fulfill this request for release. Someone on our team will reach out as soon as we are provided with an answer concerning your account. Thank you again for contacting Spinnaker Resorts.

• Initial Complaint

  Date:01/17/2023

  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 find it extremely concerning and a little insulting that Spinnaker Resorts has not cared to
  communicate with me in weeks. I have reached out numerous times and have been ignored. To
  think that I trusted an organization that is okay with lying and scamming and ignoring customers
  is very upsetting. I have expressed my concerns in the past and the need to be released from
  this timeshare. I would greatly appreciate some correspondence and some help on being
  released from my membership. My patience has become very thin. Please help!

  Business Response

  Date: 01/17/2023

  Thank
  you for contacting Spinnaker Resorts. We have received the consumer’s correspondence
  advising of their request for communication. However, using the information
  provided we were unable to identify the consumer as a current owner of a
  timeshare interval from Spinnaker Resorts. The provided name provided did not
  correspond with any records held by our offices. Therefore, we were unable
  to properly investigate their file. If the consumer would like to provide
  more specific identifying information, we ask that it please forwarded as soon
  as possible. Thank you again for contacting Spinnaker Resorts.

• Initial Complaint

  Date:01/13/2023

  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.

  To whom it may concern,
  I am reaching out regarding my membership with Spinnaker Resorts. I have reached out
  numerous times and have been ignored. To think that I trusted an organization that is okay with
  lying and scamming and ignoring customers is very upsetting. I have expressed my concerns to
  Spinnaker in the past and the need to be released from this timeshare. I have paid off my
  mortgage to Spinnaker so I would greatly appreciate some correspondence and some help on
  being released from my membership. It is very discouraging that I can not even get them to
  respond. Please help me!
  ***** *****

  Business Response

  Date: 01/13/2023

  Thank you for
  contacting Spinnaker Resorts. We are in receipt of your recent letter presenting
  us with the consumer’s concerns regarding their purchase. Thank you for your
  patience as we took the time to review the claims in conjunction
  with the available records in their owner file.
  
  The consumer’s
  concerns and claims can best be summarized as a desire to be released from their
  obligations due to life circumstances.  Such requests, if granted, place an undue burden on the budget of the
  respective Property Association.  The
  Association had a reasonable expectation when it projected its budgets for the
  coming years that the purchaser would continue to pay their share of the common
  expenses (i.e. their “*********** ***** ** ************ ****”).  Because of this expectation Southwind
  Management, as the managing entity for the Associations has been alerted to
  this request.  However, they do document
  each and every request and periodically they are reviewed to determine how to
  proceed in the best interests of all involved.
  
  The Customer
  Relations department has alerted the Deed and Title department of this customer’s
  request and has been asked to contact the consumer directly with any options
  that they may have. Thank you again for contacting Spinnaker Resorts.

  Customer Answer

  Date: 01/18/2023

  [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:01/13/2023

  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.

  I paid for a stay in a resort that they owned I coukd not take the trip becouse my mother and grandmother passed away a month apart I called them explaining this to them and they acted like I was lying and making excuses up so they call me all the ti.e now and try to get me to buy more I tell them make it right for the last one I paid for and then well talk. This last time I got a call from them and one of their sales man said they would send me a email so I could teactivate my stay well that was a lie all I want is what I paid for. I mean I got deth certificates to show im not lying

  Business Response

  Date: 01/17/2023

  Thank you for contacting Spinnaker Resorts. The Customer Relations department has reached out to the appropriate department to facilitate the activation of the consumer's vacation package. He should be receiving communication from the Activation department for confirmation. Thank you again for contacting Spinnaker Resorts.