Complaints

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

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  Waterside by Spinnaker Resorts

  null Hilton Head, SC 29928

• 

  Waterside by Spinnaker Resorts

  35 Deallyon Ave Fairfield, SC 29928-6235

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:08/27/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a fully paid-for even-year timeshare with Spinnaker Resorts at Waterside, ***********, SC.I have been trying to reach them to give back the time share and get my 2024 maintenance fee refunded. They are impossible to reach; one is on hold forever. Finally, on August 16th, I decided I would wait on hold as long as necessary. I called their number -- was on hold for 55 minutes. Finally I got someone and she said she could not handle the problem, but she would transfer me to the Deed/Buy-back office. She said I might have to leave a message, but they would call me back. I got a recorded message -- but each time I tried to leave a message, the automated recording just started over again. I hung up and called again. This time I was on hold for 57 minutes. Finally I was down to "Three callers" ahead of me -- then my call was dropped. SO -- then I went to their website (all on August 16th) and e-mailed them at the website explaining what I needed. I got an e-mail message that they would be back to me within ***** hours. Finally, five days later -- I got an e-mail that the phone numbers (which were incorrect) they were using for me did not reach me. So, I immediately e-mailed my correct phone number That was on Wednesday, August 21st, as soon as I received their e-mail. I HAVE HEARD NOTHING FURTHER. They deserve the BBB "F" rating. They have been terrible throughout. My concern now is it will get so close to my week (week 41, mid-October) that they will say it is too close, they would not be able to re-rent, and will not refund my 2024 maintenance fees. The man I was living with died in February. I had no claim to the house we were living in so was forced to move, which I did in June. I do not want the time share any longer (it is fully paid for) and also cannot afford to keep it. I want them to take it back, and refund my maintenance fee of $1070. Please help! Thank you! ********

• Initial Complaint

  Date:08/08/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am hopeful that the BBB can assist as I do not know where else to turn. I am 85 and 20 years ago I was duped into purchasing a timeshare with Spinnaker Resorts. Year after year I gave Spinnaker the benefit, but it became very clear that the product and benefit that I was sold, was not something that existed. In 2012 the financial demands were too much and I was put through ambiguous upgrades in attempts to terminate. I have barely used in the 20+ years and have spent tens of thousands of dollars always paying the fees even when we didn't use for so many years. I have reached out directly to Spinnaker and after several attempts, they finally agreed to allow me an opportunity to deedback my ownership, however they are wanting me to pay thousands of dollars. I have attempted to discuss in good faith, but they are essentially giving me an option to leave, but not giving me an option to leave, because it is not financially doable. At my age tomorrow is not promised and they have given the impression that they will just wait for me to pass and then extort money from my family. I am trying to do the right thing.

• Initial Complaint

  Date:06/18/2024

  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.

  My experience with this company has been disheartening and frustrating. In April, I mailed a letter to Spinnaker Resorts requesting the cancellation of my timeshare ownership, but I have yet to receive any response. This lack of communication is very concerning. I have only used the timeshare once, and the accommodations were far from what was shown during the sales presentation. The back door lock was broken, leaving us unable to secure it properly. Additionally, I was unable to bank my week, get the dues paid for, or get credit for a week from Interval as I was promised. I feel like I was continuously strung along and kept in the dark about the true nature of the timeshare. The sales pitch that the timeshare would pay for itself is misleading. Instead, I am burdened with forever dues and high interest rates, with none of the promised benefits. When I expressed my concerns and tried to decline further offers, the sales representatives became uncharismatic and pushy. During our last presentation in August, when we asked why we were unable to sell or bank our week to pay for the timeshare as initially told, it was explained that this method only works for the top-notch timeshares, not necessarily Waterside. This revelation made it clear that we were lied to from the beginning.

  Customer Answer

  Date: 07/10/2024

  To clarify, I own one week located in ***********, **. Please let me know if you have any questions . 

  Customer Answer

  Date: 07/15/2024

  The address for the property is 

  Waterside Resort by Spinnaker, condo units in the Egret point, 

  45 Waterside **** ************ SC 29928. 

  Business Response

  Date: 07/16/2024

  BBB# ********

  SR579262

  We appreciate the opportunity to address your concerns regarding your purchase with Spinnaker in 2021. According to our records, your contract usage began in 2023, followed by usage every other year (2025, 2027, 2029,etc.). We note that you utilized your 2023 usage and are scheduled for another usage in 2025, with no recorded complaints during your stay in 2023.
  Additionally, your ownership grants you the benefit of banking a week with *********************** Although this option is available to you, we have not received any requests from you to utilize this benefit. You will be eligible to bank your next usage week in 2025, after which you can enjoy the benefits of banking through the exchange company.
  It has come to our attention that there is a delinquency of 339 days on your loan, which has been forwarded to an external collection agency. To regain full owner benefits, we recommend that you promptly contact our *************** to make arrangements to settle the outstanding debt.
  Based on the information provided above, we find no legal or factual basis to cancel your contract. Once you have addressed your loan obligations, we encourage you to speak with one of our ************* representatives who can assist you with booking or banking your weeks.

  Regards,

  Corporate Customer Relations
  

  Customer Answer

  Date: 08/13/2024

  I appreciate Spinnaker Resorts' response to my complaint, but I must express that this reply fails to address the core issues and concerns that I have raised about my timeshare experience. The accommodations provided were far from what was promised during the sales presentation. Additionally, Spinnaker Resorts' assertion that I have not utilized the banking benefit with ********************** neglects to consider that I was unable to bank my week due to continued misinformation and lack of support from Spinnaker Resorts. Despite multiple attempts to resolve these issues, I have been consistently strung along, kept in the dark, and denied the benefits I was promised. The perpetual dues and high-interest rates, paired with none of the marketed advantages, represent a financial strain and a serious departure from the initial agreement. I was explicitly informed that the timeshare would "pay for itself," and I would be able to offset costs by banking weeks or selling them. However, during a recent presentation in August, it was revealed that these options are only feasible for annual timeshares or top-tier properties, not necessarily for me. This constitutes a blatant misrepresentation of the product I purchased.

• Initial Complaint

  Date:05/13/2024

  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.

  This is a timeshare that I have had for 24 years and there are constant issues with odor, cleanliness and there have been only minor updates of the unit and overall taking care of the unit/building. No one responds to calls or emails.

  Customer Answer

  Date: 05/13/2024

  *************** Waterside in ******************, **************

  Business Response

  Date: 06/11/2024

  BBB21703288
  SR4266
  Thank you for taking the time to share your concerns with us. We sincerely apologize for the issues you have experienced with your timeshare unit, including problems with odor, cleanliness, and the overall condition of the unit and building.
  We strive to maintain high standards of service and quality for all our properties, and it is clear that we have fallen short in your case. Your feedback is invaluable in helping us identify areas where we need to improve.
  Firstly, we apologize for the lack of responsiveness to your calls and emails. This is not the level of service we aim to provide. We are currently reviewing our communication processes to ensure that all inquiries and concerns are addressed promptly and efficiently.
  As a representative discussed with you last month, we conducted a thorough inspection of the unit to identify and resolve any sources of odor. We completed a VIP clean including carpet cleaning, new blinds, new mattress in the master bedroom, touch up painting and other small corrections. Other items were added to a punch-list for future completion.
  It is our understanding that you have since stayed at the unit and found it satisfactory. We value your long-term relationship with us and are committed to resolving these issues to your satisfaction. If you have any other concerns. Please feel free to reach back out to us.
  Thank you for your patience and understanding. We look forward to resolving these matters and restoring your confidence in our services.
  Regards,
  Corporate Customer Relations

• Initial Complaint

  Date:03/22/2024

  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 reaching out to address a concern about the Spinnaker Resorts timeshare. The salesperson pressured my partner and me to purchase this timeshare, assuring us we could travel anywhere in the ** anytime. Regrettably, this promise was far from reality. In addition, excalating maintenance expenses are straining our finances, particularly considering our declining health. We lack the resources and vitality to travel as we once did and simply wish to terminate the timeshare contract. Despite multiple attempts to contact Spinnaker ,we have received no response.We kindly seek your assistance in resolving this issue to put this chapter with Spinnaker Resorts behind us

  Business Response

  Date: 03/26/2024

  BBB #********

  SR17632

  Please know that we have addressed this issue with the Consumer several times previously however they were not satisfied with the requirements of the cancellation process. After reconsidering their circumstances, we made an offer and the Consumer has accepted. We now consider this issue resolved and will continue to work with the Consumer directly.
  

  Regards,

  Corporate Customer Relations
  

• Initial Complaint

  Date:02/02/2024

  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 initially called Spinnaker Resorts in July 2016 asking how I can deed the property back to them as I was having intense hip pain and would not be able to travel. I was told to try to rent or sell the property despite asking about exit plans. Through multiple attempts over the years and two full hip replacements, I was finally advised to send a deed back request in writing to the Hilton Head location. I mailed a letter and the tracking number confirms it was received 2/3/2020 and it is still pending despite the most recent complaint on BBB requesting a deed back in 2021 and receiving it within three months.
  
  I have placed numerous unanswered calls and unsatisfactory email exchanges, yet I have only been told to be patient while others' requests have been granted --as evidenced on BBB's site and other forums. I feel my direct requests with Spinnaker/Southwind to pursue this have been ignored while others who are more ready to complain have had their requests granted; so now, I have to formally file a complaint.
  
  Since I initially asked about an exit plan in 2016, I have paid over ***** in maintenance fees that others have avoided (for a biennial timeshare that was originally $****** . To make things right, Spinnaker should refund me all maintenance fees since 2018 and complete the full deed back of my timeshare with no additional fees. Please see the attached documentation of emails, letters sent with USPS confirmation, and the deed for my unit.