Complaints

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:01/22/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are reaching out to express our concerns regarding the lack of responsiveness from **************. Despite sending multiple messages, we have received no response to our inquiries. We are troubled by the repeated lack of communication and request that someone from their company reaches out to us immediately to resolve this ********* the direction of **** representative, we sent a letter to their office, which was never opened and was eventually returned to us. We then sent a certified letter with a return receipt requested. After several months with no response, we went to our post office and they confirmed RMC received the letter. However, they failed to the return post card signed, acknowledging that they received our letter. We have for over 35 years, paid all of our fees and have suffered unfair increases in yearly fees and upgrade fees, poor maintenance, constant harassment by *** personal to take part in additional programs, and numerous examples of broken appliances, defective shower doors, rodent droppings, etc. Following this, we sent the email below, but we have yet to receive any reply. Therefore, we are writing to formally request the termination of our timeshare vacation ownerships at ********* at *********Unfortunately, despite our repeated follow-ups, we have not been provided with a satisfactory plan or program to terminate our timeshare contract. **** earlier suggestion to simply list the units for sale and wait an extended period of time for them to sell is totally unacceptable. This frustrating situation is compounded by their persistence silence and lack of action.We respectfully request immediate attention to this matter. It is imperative that ************** acknowledges receipt of this complaint and provides a clear and actionable path forward to process and confirm the termination of our timeshare membership.

• Initial Complaint

  Date:01/02/2025

  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.

  Due to the lack of response and cooperation regarding our efforts to resolve issues with our membership, we have no choice but to submit this complaint. We are seeking to relinquish our membership back to the company. Recently, we received a call from a collection agency about this account, which is highly unnecessary and inappropriate given the circumstances. We have already made payment arrangements with the collection agency as a show of good faith, and we are committed to resolving this matter amicably. When we inquired about returning the membership, we were advised by the collections representative about a possible quit claim option. However, we were later informed that it could not be processed. To date, no clear guidance has been provided on how we can proceed with a quit claim. The membership has failed to live up to the promises made at the time of purchase. We were assured that the weeks we purchased were highly desirable and could be easily exchanged, yet we have faced constant availability obstacles through ***. Attempts to rent out the unit have been unsuccessful, and we personally have not been able to utilize it. The membership, which was described as an easy-to-use and flexible system, has proven to be the opposite. The membership does not meet our needs, and we are requesting clear instructions on how to quit claim.

  Customer Answer

  Date: 01/05/2025

  
  

  Customer Answer

  Date: 01/05/2025

  
  

  Customer Answer

  Date: 01/05/2025

  
  

  Customer Answer

  Date: 01/05/2025

  Am sending copies of contract by regular mail as I can't get it to show on this web page.

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

• Initial Complaint

  Date:12/13/2024

  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 have owned this timeshare for 35 years. The annual maintenance fee has increased exponentially and yet the unit is not maintained. They are charging $1600+ this year. I went to speak to management in person in October but “no staff was working that day.” I have my unit for sale with *** AND *** but it can’t be given away FREE due to its lack of upkeep. I want to speak with an HOA member but *** will not give me an email, address or phone number. I sent snail mail to the HOA president by name c/o *** but have had no response. I have had email contact with *** and they have addressed a few cosmetic issues. I refuse to get into an argument with them over the phone. I am being scammed as my unit and most likely the other units are unfit for use since they are dingy, dirty, rusty, and broken. I want them to replace the rusty dented old appliances, the damaged tub, the plastic flooring, the paint, the TVs and the cabinets. Or I want them to transfer the deed to *** free of charge. $1600 per year from 50 owners for 1500 square feet should be enough to keep it in shape and updated as a resort destination. I do have pictures which I shared with *** and mailed to the HOA 1 The tile floors were replaced with plastic wood-like planks 2 The stove, microwave, refrigerator are rusty and dented 3 The AC was inadequate and the insulation is rotten on the outside AC refrigerant lines beside the compressor 4 The carpet was not installed properly so is fraying on the edges where it should not be exposed at all 5 The master bathroom jetted tub is scratched from one end to the other and discolored - it is appalling to look at 6 Cheap old ceiling fans are rusty 7 Wall decor is 40 years old and dirty 8 Exhaust fans in the bathrooms were clogged with dirt 9 Furniture holding the TVs has been replaced with metal wall TV hangers instead of decent furniture which would cover an old metal door on the wall. 10 Terrible cheap paint jobs on walls and cabinets 11 Patio furniture is rusty

  Customer Answer

  Date: 12/30/2024

  The management company made many repairs and replacements. They will be taking my deed back and the timeshare adventure will be over. 

• Initial Complaint

  Date:12/02/2024

  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.

  My partner and I were invited to a sales meeting. In order to assure we were showing up we were charged a refundable 40 dollars. All was put in a contract which was given including specified gifts of a free holiday and 150 dollars.When we came to the location they took the contract but we made a picture. They were disgustingly pushy and I was insulted by ybr sales guy who said good luck with that one to my partner because I did not want to participate in the clear scam.We were given our free holiday (first ask: deposit 150 dollars for resort fees and taxes so big fat lie too) and our 150 dollars. When leaving after 10 min my partner and I concluded they had not returned our 40 dollar deposit and it clearly says fully refundable on top of the gifts My partner went back into the office to be treated like dirt and no refund given. After 15 minutes and showing the screenshot he was clever enough to make they said we cannot refund as the ladies with access to the register have gone but we will refund it via mail. Needless to say it did not come.The guy who booked the appointment and who was all over us until we were in all of a sudden did not answer his phone anymore either.These people lie, try to cover up their scams by retaining the contracts they make, and the only thing for free was the 150 dollars in **** credit. The money was not refunded nor a free holiday provided. It is all about pay pay pay and you will never see your holiday and it will definitely not be free. I would like a free holiday as promised, not a paid one, but definitely my 40 dollars back as a minimum

• Initial Complaint

  Date:11/22/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We wish wed seen the BBB rating for RMC Resort Management before purchasing a timeshare with Spinnaker at ********. It would have saved us tons of money and stress, but now they wont answer our emails about canceling.The property has become nothing but a burden. We dont use it, we dont see a reason to keep it, and we dont want to continue being tied to debt for something that has no value.Were not interested in going back to the property. Our family prefers closer, more convenient vacation options, and we all enjoy traveling to different places. This timeshare just doesnt fit our lifestyle. Weve even considered selling it, but that hasnt been an option because its not sellable.All we want is to end this unnecessary burden. *** Managements lack of response to our communication attempts increases our frustration. Hopefully, this gets the message through to them.

• Initial Complaint

  Date:09/23/2024

  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.

  I am writing to seek your assistance with a dispute involving my 81-year-old widowed mother, Mrs. **** ****** and Spinnaker Resorts at Shipyard and RMC Resorts Management in ***********, ************** My mother has held a timeshare with Spinnaker since 1983, which has been fully paid off for many years. However, due to her age and health conditions, she is no longer able to travel, and maintaining the timeshare has become financially unsustainable.Despite this, Spinnaker has not honored or considered her request to be released from the timeshare contract with the return of the deed. After several attempts to resolve this directly with RMC, they have not provided any flexible or compassionate solutions. They sent her to collections for past due maintenance fees while she was in an agreement with *** to sell the timeshare. She was unaware that she was still responsible for the maintenance fee at that ******* her age and physical limitations my mother should not be burdened with an obligation she can no longer benefit from. I am asking for your help to ensure that Spinnaker and /or *** will consider her offer to return the deed and allow her to exit the contract.Thank you for your time and attention to this matter. I hope your office can assist in finding a fair and compassionate resolution for my mother.

  Business Response

  Date: 10/08/2024

  RMC is a resort and property management company, not a real estate company. While we certainly empathize with Ms. ******** situation, unfortunately, there is nothing *** can do to assist in releasing her from a contract made with another organization. We can, however, recommend a reliable company who does buy and sell timeshare if this is something Ms. ****** would like to explore, but this would not absolve her from the maintenance fees in which she currently owes. Again, RMC is a property management company. We do not have any right or power to act or influence contractual obligations made between owners and their respective HOAs.     

  Customer Answer

  Date: 10/08/2024

  [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: 22315043

  I am rejecting this response because: 

  The *** acts as an agent for the **** I requested contact info for the *** and I was routed back to ***.  I was told they have don't know who or how to contact the **** They are not  being forth coming in their responsibilities or authority in assisting in ending the contract. I reject their explanation and feel they can assist and/ or  offer a resolution to this matter 

  Regards,

  **** ******

• Initial Complaint

  Date:08/19/2024

  Type:Sales and Advertising 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 been trying to contact RMC Resort Management and ********** for months without any response. Despite initial contact in December 2023 and multiple follow-ups via email and regular mail, there has been no reply. During a visit in 2019 with my daughter and her husband to discuss selling our timeshare units, we were misled into converting them to points through RCI. This was done under the false promise of selling them quickly. Subsequently, we were misled into paying additional fees to ****************************** under the pretense of covering maintenance costs. However, bills continued to arrive, and inquiries revealed our units were not even listed for sale. Requests to reduce prices were not honored, and misleading practices were evident in the listing agreement process. Despite clear intent to sever ties with the timeshare ownership, deceptive tactics were used to keep us entangled.Enhancing our resort and vacation property management, RMC offers innovative sales and marketing expertise to association boards and owners of vacation properties. We specialize in clear communications, cutting-edge marketing and technology and personal partnership with each owner for the visibility and sales of their property.I demand the removal of misleading statements from your website, a refund of the fees paid, and release from the timeshare units. The deceptive practices have shattered my trust and loyalty.

• Initial Complaint

  Date:11/20/2023

  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 am writing to you with the feel of pure disappointment over the abysmal treatment I have received from RMC Resort Management. As an owner of a timeshare at the Village of Palmetto Dunes, my experience has been tarnished by continuous negative encounters with this company. Despite my repeated attempts to express my dissatisfaction and desire to exit the timeshare agreement, my concerns have been conveniently ignored. Written correspondences have gone unanswered, and when I did manage to speak to representatives on the phone, I was denied exit without any legitimate reason. This blatant disregard for customer concerns is not only unprofessional, but it also reeks of unethical business practices. From the very beginning, I was misled with false information about the timeshare. I was assured that the units were in high demand and selling would be a breeze. However, the reality has been far from what was promised. The market is saturated with unsold units, making it nearly impossible to find a buyer. Furthermore, the promise of being able to exchange my unit for a larger one has proven to be nothing more than empty words. It has become increasingly difficult to make such exchanges, leaving me feeling trapped and deceived. To add insult to injury, the upkeep of the property and units is severely lacking. The exteriors of the buildings is unsightly, completely contradicting the promise of a luxurious & well-maintained resort. This neglect speaks volumes about RMC Resort Management's lack of regard for its ***************** experience. I write to you not only to voice my frustrations but also to seek your assistance in this matter. I request that the BBB thoroughly investigate RMC Resort Management's practices and hold them accountable for their deceitful actions. It is my hope that by shedding light on these issues, future customers may be spared from the same disappointing experience that I have endured.

  Business Response

  Date: 12/01/2023

  I have spoken to ******************** several times.  He has owned his unit at ***************************** for approximately the last 9 years. After a few years of use, ******************** decided to trade his unit for a different size.  For a reason i dont know at this moment, that trade did not take place.  ******************** wishes to terminate his ownership in his timeshare.  Unfortunately, that is not possible.  It is deeded ownership with a deed filed in Beaufort County, **.  Much like your own home, you cant simply cancel your ownership.  It must be sold or given to another person and a new deed recorded,  I spoke to ******************** today and i told him i will work to find a solution to his concerns and hopefully find a reasonable solution to these issues.  

  Customer Answer

  Date: 12/11/2023

  I heard back and talked with ****************** on Friday, Dec. 1, 2023.  He followed up with an email to me indicating he would get back with me the following week (12/4-12/8) to see how they resolve my issue.  As of this date (12/11) I still have not heard back which has been the same experiences I had in dealing with them in the past.

• Initial Complaint

  Date:11/20/2023

  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 am writing to lodge a formal complaint against RMC Resort Management concerning our timeshare agreement with ************** and RMC. Despite numerous attempts to communicate with the company, our concerns remain unaddressed, and we feel compelled to seek your intervention.We have owned two units for many years under the impression that this would be a good investment, as promised by RMC. However, we have not experienced the benefits of this so-called investment due to multiple issues that we have repeatedly brought to the attention of RMC.My wife has a permanent disability, and unfortunately, we have never been offered handicap accommodations. Our medical issues have progressively worsened to the point where vacationing is no longer a feasible option for us. I have had a recent kidney transplant and need to be close to my Doctor for treatment and follow-*** for 5 years. My condition requires me to avoid sun exposure, making travel especially difficult to a beach or to an island.Despite these challenges, RMC Resort Management has been markedly difficult when we've attempted to exchange our units. The units available for exchange are often subpar and not suitable for our needs. Moreover, during the Covid-19 pandemic, we were unable to use our units but were still required to pay full maintenance fees without any concession from RMC.Our attempts to exchange our two units for one handicap-accessible unit have been ignored, leaving us with a timeshare that we cannot use due to our health conditions and lack of appropriate accommodations. It feels as though RMC is determined to saddle us with something we cannot use or benefit from.Given this situation, we are requesting your assistance in resolving this issue. We believe RMC Resort Management should be held accountable for their lack of customer service and their disregard for our specific needs and circumstances.

  Business Response

  Date: 12/01/2023

  I am very sorry to hear of the Harpers health problems.  I know from my own experience that it can be very stressful and make for a very unhappy situation.  I am equally sorry to learn of the issues they have had with the use of their timeshare and problems they experienced during the Covid-19 pandemic.  We always want our owners to be happy and we will make every attempt to come to a satisfactory conclusion.  I have spoken with **************** and i assured him that i would try to find a reasonable solution to these issues.in the coming weeks.  

• Initial Complaint

  Date:11/17/2023

  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 lodge a formal complaint against RMC Resort Management and Spinnaker at Shipyard for their non-responsive and unfair business practices.My husband and I purchased a timeshare from these entities in ****. Unfortunately, my husband has since passed away, and due to health issues and my age, I am unable to travel alone. The island our timeshare is located on was damaged by Hurricane *****, which led to an increase in maintenance fees due to the refurbishment of the villas and the defaulting members.Despite faithfully utilizing the timeshare from **** to 2016, we have been unable to make use of it since then. My son currently resides in *******, and my daughter has expressed disinterest due to the high costs associated with the timeshare.To make matters worse, in January 2023, I was improperly charged $800+ for the late payment of a maintenance fee. To my dismay, no one from either RMC Resort Management or Spinnaker at Shipyard notified me about not receiving the check in time. This lack of communication and understanding is highly disappointing and unprofessional.The timeshare is fully paid for, and I wish to close it. Given the circumstances and the issues I've faced, I am seeking a refund of the money we have paid to RMC Resort Management and Spinnaker at Shipyard during this time. I am confident that we can reach a reasonable resolution.I trust that you will take my complaint seriously and assist me in resolving this matter with RMC Resort Management and Spinnaker at Shipyard. I look forward to your prompt attention to this matter.

  Business Response

  Date: 12/06/2023

  I am sorry to hear about Mr. ********* passing and Mrs. ********* health issues.  I can certainly understand that traveling to ****************** has become increasingly difficult.  
  I spoke with ********************* on December 5, 2023.  She informed me that she just wants to be out of her membership with the timeshare.  I explained to ********************* that it is deeded ownership, not a membership that can be canceled.  It must be sold or transferred to a responsible party to end her ownership and a new deed must be recorded.  I will list it for sale free of charge and make every attempt to get It sold by the end of ****.   ******************** sent a check to RMC management in early 2023 for the current years maintenance fees.  Unfortunately, that check was never received in our offices.  A statement of her account was sent out in February, March, and April and would have showed that there was a balance still due.  The account was sent to collections some time after that and ********************* payed ****************** in June of 2023 along with late fees assessed.  I will check with accounting and see if there is any portion of the late fees that can be refunded.
  

  I am sorry for the hardship facing **********************  We can set up a payment arrangement for the **** fees if needed and I will assist ********************* with anything I can do to help her.  

  Customer Answer

  Date: 01/12/2024

  Hello, I submitted a complaint to the Better Business Bureau regarding RMC Management and my intention to exit my timeshare with Spinnaker at Shipyard. After that, ****************** called me and stated he would try to get some of the wrongfully charged $800.00 back that I was charged by RMC. He then said he could try to resell the timeshare. I am still waiting on him for more information in writing after our initial conversation, which he promised to do, but I have not heard from him since.