Complaints

This profile includes complaints for Double Diamond - Delaware, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Double Diamond - Delaware, Inc.

  Dallas, TX 75230-2087

  
• 

  Double Diamond - Delaware, Inc.

  21400 Fm 901 Gordonville, TX 76245-4516

  
• 

  The Cliffs Resort

  160 Cliffs Dr Graford, TX 76449

• 

  Double Diamond - Delaware, Inc.

  5495 Belt Line Rd STE 200 Dallas, TX 75254-7658

  
• 

  Eagle Rock Resort Company, LLC

  1 Country Club Dr Hazle Townshp, PA 18202

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:08/08/2024

  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.

  Dear Diamond Resorts,I am writing to request the termination of our timeshare contract. Our experience with Diamond Resorts has been frustrating and disappointing, particularly regarding the misleading promises made during the presentation.We were initially invited to a 45-minute presentation in exchange for gift cards, but it lasted nearly 5 hours. The high-pressure tactics and misleading claims about VIP access and rental opportunities left us feeling confused and misled. Booking a vacation has proven much more complicated than promised.Given these discrepancies, I kindly request the termination of our contract. Please inform us of the steps required to proceed.Sincerely,****** & ***********************

  Business Response

  Date: 08/29/2024

  I am in receipt of your letter concerning the above-referenced complaint.  We take all complaints seriously and I have investigated this matter with our sales and mortgage servicing department.  In contrast to Mr.*********** contention, the real estate sales documents initialed and signed by Mr. *********** explicitly state that Double Diamond, Inc. will not accept the lot back if the purchaser defaults in payment of their note or for any other reason. 
  There is a difference between the assessed value of an undeveloped property by *************** CAD and the value of property for sale.  The CAD assessed value is an abstract based on a single piece of undeveloped land without any consideration to the privileges and amenities afforded to property owners. From a developer sales perspective there is a cost of goods sold concept which incorporate investments made by a developer in land, amenities (clubhouse, golf course,pools, spa, etc.), and marketing.  In short, a CAD snapshot of undeveloped land and the true sales value are different valuations.
  Should you have any further questions or require additional information, please do not hesitate to contact me at ************.

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

  Associate General Counsel

• Initial Complaint

  Date:10/15/2022

  Type:Billing 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.

  In February of 2017 myself and my brother were invited to visit White Bluff in Whitney Texas on Lake Whitney. We were giving a condo for four days and meal vouchers for our stay at the facility. We met with a Land Agent and explained to her what we were looking for. I was looking for a lot to build a 1200 square foot home on for my retirement. My brother who owned a lot in White Bluff was looking to upgrade and build the same square footage as myself. After two days of viewing properties and being wined and dined by our Land Agent we did indeed both purchase lots. I was informed that there was an RV park available to lot owners and it was free and I was more than welcome to stay there during my construction period. In July of 2017 I moved to Texas to begin the building process on my lot only to find out 1.) the Resort was under litigation with the home owners and was at the time of our purchase if I'd known that I would not have bought. 2.) the home had to be at least 2000 square feet or more. 3.) I was not allowed to stay in the RV park longest stay was a week.. When I complained to White Bluff about the situation they had put me in they first traded me to an acre lot when I still wasn't able to build on that they trade me into a lot in The Retreat for $10,000 more with the promise that after six months they would help me sell it. Which of course they had no intention of doing. I have had this lot on the market since 2018 with no success on attracting any buyers. There have been several times I have tried to come to some kind of resolution with The Retreat over all the lies and misleadings that have been presented to me over the last five years. They always offer to trade me into another lot for $10,000 dollars more claiming it will save me money in the long run. I went again to The Resort a few days ago to see if I could just give them back my lot which is now worth half of what I still owe on it. The young lady was rude and refused to call managent.

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 5, 2022/10/24) */
  In connection with the above-referenced matter, let me assure you that Double Diamond takes all property owner complaints seriously and makes every effort to resolve any issues on a reasonable and amicable basis. It is not our intent or desire to have dissatisfied property owners, and consequently we go to great lengths to remedy any complaints.
  
  In response to the complaint filed with your office, we have investigated the allegations and provide the following response:
  
  I cannot speak as to the conversation that the Property Owner had with the sales representatives at White Bluff or at the Retreat regarding the purchase and trading of their lots at the two resorts. However, to the best of my knowledge, 1,200 square foot homes were not allowed at White Bluff or the Retreat at the time of purchase in this transaction. Both White Bluff and the Retreat are gated golf course resort communities with minimum square footage requirements. Additionally, at the time of purchase, the property owner was provided with paperwork outlining her ownership and the rights and responsibilities that come with ownership. She signed documents at the time of purchase evidencing her understanding of said rights and responsibilities. Included in these documents were not only the Sales Contract, but also a Property Owner Questionnaire, as well as a Receipt, Agent Certification, and Cancellation page, which was found in the Property Report that she was provided prior to purchase. The property owner signed all documents affirming that she had received a copy of the White Bluff Resort Property Report prior to signing the documents. The documents provided to the Property Owner at the time of purchase and signed by the property are very clear about the minimum square footage requirements, as well as the purchaser's understanding that Double Diamond, White Bluff, and The Retreat will not resell the property for them in the future.
  
  
  Consumer Response /* (3000, 7, 2022/10/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As before when I have spoken to land agents at The Retreat this is the same response I received every time no attempt is made to help me resolve my current situation. They state in the beginning of this response that they make every effort to resolve complaints made by property owners in a fashion that is beneficial to both parties. I see no mention of a resolution in this response other than to show that I signed all the documents and knew what I was getting into. I still own a piece of property whose value is far less than then what it still owe on it. I am unable to sell it have no intention of building on it and with today's economy I can barely make the monthly payments and then of course there are the maintenance fees and property taxes. So I'm not sure where I go from here.
  
  
  Business Response /* (4000, 9, 2022/10/27) */
  While I understand the property owner's complaint, Double Diamond does not take property back more than five years after purchase because the property owner has changed plans or decides they no longer want the property. If the property owner would like to sell the property, she can contact a local real estate agent and list the property for sale on the open market.
  
  
  Consumer Response /* (4200, 11, 2022/10/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have been trying to return this property to Double Diamond since 2017. The property at The Retreat has actively been.for sale since I acquired it. It is not my fault that the land agents or management does not communicate with the main office. Over the years the help I've been offered was to trade my lot agin for the cost of another $10,000. I even asked to trade down into a lot that was the value of the balance I had already paid. It's not like I just "changed" my mind. I've been trying to resolve this for the entire time I've owned a property with this company.
  
  
  Business Response /* (4000, 13, 2022/11/02) */
  As stated previously, the property owner signed documents as part of the Sales Contract Package, which were clear about minimum square footage requirements as well as the purchaser's understanding that Double Diamond will not resell the property for them in the future. Additionally, Double Diamond does not take back property after 5 years from the initial purchase. If the property owner would like to sell his Interval Estate, he can contact a real estate agent and place the property for sale.
  
  
  Consumer Response /* (4200, 15, 2022/11/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Double Diamond is never willing to work with property owners so I believe that is a false statement. I've been trying to resolve this issue for five years now and have meant with the same unbending wellness every time. The property is now valued far less than I purchased it for and what remains on my loan. I can no longer compete with properties currently for sale because they are priced far less than mine. With the state of the economy, my income and my age I see no way out from underneath a bad situation. I'm going to have to think about allowing the property to be foreclosed on. I have never not lived up to an obligation in my life, but I see no other way out. Just a caveat my brother did manage to sell his lot in White Bluff for a loss of $30,000. So for both of us this has been a negative experience with this company.
  
  
  Business Response /* (4000, 17, 2022/11/14) */
  In a number of prior responses, we have stated the policies of Double Diamond regarding the clear and concise language contained in the Sales Contract Package, which includes a Property Report signed by and the receipt of which was acknowledged by the Ms. **** that states: "We have no program to assist you in the sale of your lot nor do we have a formal program which assures that you will be able to exchange your lot for another lot in the subdivision. We do, however, have an informal program which allows you to "trade up" to any available lot in the subdivision at its then current price subject to certain qualifications. The Restrictive Covenants may limit your rights to post signs in the subdivision. All signs offering a property for sale must be approved by the Architectural Control Committee in accordance with the Restrictive Covenants or be posted on a central bulletin board provided within the subdivision." We have been consistent in our position throughout and no further material facts that are relevant to this matter.
  
  
  Consumer Response /* (4200, 19, 2022/11/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  It is very obvious that Double Diamond has no interest of trying to help me resolve this situation. They just keep repeating the same response over and over just worded a little bit differently each time. I was truly trying to come to a resolution that would benefit both of us. At this point I'm very sorry that both myself and my brother became involved with them. In the future I will tell anyone who asks about this organization to stay clear and look for property else where.

• Initial Complaint

  Date:10/06/2022

  Type:Billing 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.

  They are selling overpriced properties in Hazleton, PA that cannot be resold to the company as stated during the sales pitch. They offer no help and brokers in the area are not interested in selling the property as many owners who want out, have their properties listed in that same resort for $6000. Others are just trying to give it away and no one wants it! Property taxes and maintenance fees are very high and continue to increase. They force owners to continue making payments or else, "your credit will be ruined!" They also suggested upgrading and buying a condo, timeshare, or building my house and then sell. They claim I'll have a better chance of selling with the above suggestions. I don't understand why they are still allowed to do business and continue to sell overpriced properties to vulnerable, hard working citizens. They appear to target older nurses, teachers and law enforcement individuals. I continuously get letters from Eagle Rock or from "land owners" (so they claim) like the one attached to refer my friends to Eagle Rock. I visited once only, the time I purchased and immediately had regrets tried calling or getting in touch with someone to guide me on selling it back, no one returned my calls, I must have left over 50 messages. Nothing. After reading numerous complaints i realized that it's a huge scam. Don't understand why the local government isn't intervening and why they are allowing this company to ruin so many peoples chances of buying a house or retiring after years of hard labor in peace? Why?!

  Business Response

  Date: 12/28/2022

  Business Response /* (1000, 5, 2022/10/17) */
  In connection with the above-referenced matter, let me assure you that Double Diamond and Eagle Rock Resort take all property owner complaints seriously and make every effort to resolve any issues on a reasonable and amicable basis. It is not our intent or desire to have dissatisfied property owners, and consequently we go to great lengths to remedy any complaints.
  
  In response to the complaint filed with your office, we have investigated the allegations and provide the following response:
  
  The complaining property owner purchased a vacant buildable lot in a gated resort community in Hazelton, PA in July of 2019. The resort community contains amenities for property owner use and enjoyment, including golf courses, ski facility, two lakes with beach area, tennis courts, swimming pools, spa, hotel, and other sports and recreational areas. As with any resort community, there are maintenance fees for security, golf course maintenance, road maintenance, etc., but those fees at Eagle Rock are very reasonable compared to other communities and were fully disclosed to the property owner at her time of purchase. Neither Double Diamond nor Eagle Rock Resort have any control over property taxes.
  
  If the Property Owner no longer desires to own property within the resort community and would like to sell her lot, she can contact a local real estate agent and place her property for sale on the open market.

• Initial Complaint

  Date:09/26/2022

  Type:Billing 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 a owner of a timeshare. My balance for the timeshare was 9187.00. I paid the total amount due on 8/10/22. Check was cleared and cashed within the same week. Since I made that payment they have been calling me emailing me that I am behind on my payments. Every time i call I get a different story from there customer service. I'm concern that this will effect my credit if problem is not solved. I need some guidance on how to resolve this problem.
  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/09/27) */
  After a diligent search, we were unable to find an account in the name of the complaining property owner. Please provide additional information so that we can better address her issues. Please provide an account number, the name of the resort where she owns property, the name of another person who may be associated with the account, etc.
  
  It is also possible that she filed the complaint with the wrong company, we have had that happen several times in the past.
  
  Thank you!

• Initial Complaint

  Date:08/23/2022

  Type:Billing 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.

  On April 27, 2022, we sold our Rock Creek property (Roaring Fork, Lot 19, Block B) which includes a golf membership. However, on May 1, 2022, we started getting a bill for golf dues and a call from Equitable Mortgage about the same on 6/3/2022. On 6/7/2022 we sent Rock Creek a CEASE & DESIST letter dated 6/7/2022 and signed for on the 13th but still got a call from them on the 14th. We no longer own a property nor are we members of Rock Creek Resort but up to date we still keep getting dunning bills and calls every month for golf dues despite our request to stop.
  
  Today they left a voice message asking if we sold our golf membership so they can stop calling us. One cannot have a golf membership if one does not own a property and the golf membership is not separate that we can sell by itself!
  
  We purchased our property back in 2006 when we lived in Texas. When we moved to HI in 2011, we continued paying our golf dues for eleven years even if we only visited maybe twice. Now, they still want us to pay for dues even after selling our property? What kind of a company is this? Enough is enough. This company should not get away with bullying customers into paying for something they do not owe!

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 5, 2022/08/30) */
  In connection with the above-referenced matter, let me assure you that Double Diamond and Rock Creek Resort take all property owner complaints seriously and make every effort to resolve any issues on a reasonable and amicable basis. It is not our intent or desire to have dissatisfied property owners, and consequently we go to great lengths to remedy any complaints.
  
  In response to the above referenced complaint filed with your office, we have investigated the allegations and provide the following response:
  
  The property owner purchased property at Rock Creek Resort in 2006. At that time, they purchased both a vacant buildable lot and an interval ownership interest in the Rock Creek Villas timeshare regime at the resort. The property owner correctly states that they sold their lot in the Roaring Forks Addition at Rock Creek in April of 2022, however, they still own their interval ownership at the Rock Creek Villas, and are thus still property owners at the resort. If the property owners no longer wish to own property within the resort, which is what is subjecting them to the maintenance fees and club dues, they should contact the Rock Creek sales office to discuss their property ownership and it's requirements.

• Initial Complaint

  Date:08/02/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a time share I have owned at The Cliffs Resort at Possum Kingdom lake, for over 25 years, never a problemuntil last year 2021. I pay council dues 4x a year at $60.00 each time. Last year I sent Double Diamond resorts four $60.00 checks. They cashed them but did NOT apply them to my account, when I called they said they needed canceled checks. So I went to the bank and got a copy of each. Each had my account number on it. I certified mailed them to Double Diamond and then paid $240.00 in December for the whole year of 2022. I received a bill yesterday stating I owed 120.00 more dollars, which means they did NOT apply my checks. I have never seen a company cash a check and not apply it to an account, ever... Who does that?? I need help and I need to warn others of this fraud.
  Thanks
  ****** *******
  ********************
  
  Mike w***
  DOUBLE DIAMOND RESORTS
  BIRKSDALR COUNCIL OF OWNERS
  ***************************************************
  ************
  

  Business Response

  Date: 10/06/2022

  Business Response /* (1000, 5, 2022/08/15) */
  In connection with the above-referenced matter, let me assure you that Double Diamond and the Cliffs Resort take all property owner complaints seriously and make every effort to resolve any issues on a reasonable and amicable basis. It is not our intent or desire to have dissatisfied property owners, and consequently we go to great lengths to remedy any complaints.
  
  In response to the above referenced complaint filed with your office, we have investigated the allegations and provide the following response:
  
  It is my understanding that this was a simple accounting error due to an accidental double billing for the month of July, and I believe that the payment history has been corrected. If the property owner has any questions about her account payment status, she can contact the customer service department directly.
  
  
  Consumer Response /* (3000, 7, 2022/08/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Double Diamond, Has not applied my checks for the year 2021 to my account. Even after I sent by certified mail, copies of 4 cashed checks from my bank. Customer service ********* refused to help me resolve the missing check and has continued to charge me 10.00 service charge per month. December 2020 zero balance,
  January bill 60.00. February sent check for 60.00,
  Received bill in April 70.00. Paid 70.00
  Received bill in June 60.00, paid 60.00
  RECEIVED BILL IN SEPTEMBER FOR 70.00. THIS IS THE CHECK THEY REFUSE TO APPLY TO MY ACCOUNT, THEY CASHED IT BUT DID NOT APPLY MY JUNE 60.00 TO MY ACCOUNT. I emailed ********************* and she said yes they cashed it, no they were not going to look for it. She then added 30.00 service charge .
  RECEIVED BILL IN OCTOBER FOR 90.00, PAID 60.00 BECAUSE I HAD ALREADY PAID 60.00 IN JUNE. THEY APPLIED THAT TO MY JUNE BALANCE THEN CHARGED ME 20.00 MORE IN SERVICE FEES.
  I PAID 240.00 IN DECEMBER FOR ALL OF 2022.
  ********************* APPLIED THAT TO THE OUTSTANDING BALANCE AND SENT ME A BILL IN JULY of 2022 for 110.00.
  I owe this company nothing, I have a zero balance until January of 2023.
  ********************* refuses to post the 60.00 from june 2021 and has changed me and will continue to charge me until I can not use my timeshare and will have to hire a lawyer.
  2021 they cashed 250.00 and
  2022 they cashed 240.00 and
  now they say I owe 110.00 in June of 2022
  THEY HAVE STOLEN MY 60.00 AND HAS CHARGED ME 230.00 in fees
  110.00
  
  
  Business Response /* (4000, 10, 2022/08/19) */
  Our customer service department has been in contact with the property owner, and we have located where the mistake was made. We are fixing the customer's account with the appropriate credits. We offer our sincerest apologies for our error and any inconvenience that it has caused to the property owner.