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:03/07/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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 would like to file a complaint against The Shores at Lake Travis as well as the manager, *****. ***** is down right rude, and refuses to answer any questions about closing my ownership. To make matters worse, I have attempted to reach out multiple times to pay my fees and they just keep giving me the run around. However, I was charged an additional reinstatement fee and a maintenance fee block but no one can tell me why. I really could use assistance in getting out of this timeshare once and for all.

  Business Response

  Date: 03/22/2024

  
  BBB Corporate Office
  *************************************************
  Suite *******************************
  Attention: *************************
  
  Re:          Complaint ID# ********
  
  Dear ****************:
  
  Vacation ********************* (VRI") is in receipt of the above-captioned Better Business Bureau ("BBB") complaint addressed to the Shores at Lake Travis. The Shores at Lake Travis (the "******") is the common name of the resort timeshare property under the control of the ***************************** **** (the "Association or ***"). VRI is the managing agent of the ****** and *** and is responding on behalf of itself, and its client, ***.
  
  A review of Ms. ****** ownership records reveals they have been *** owners since 2010. There is no record of prior complaints regarding their ownership, annual usage, or claims of misrepresentation made at the point of sale in their owner history.
  
  VRI did not sell Ms. ***** their *** timeshare interest. Any sales-related complaints should have been directed in a timely fashion to the entity that sold Ms. ***** their *** ownership.
  
  The single resort communication of record from Mrs. ***** prior to VRI receiving this BBB complaint was a confirmation of if their request to terminate their timeshare interest in *** was approved and a letter was sent by the Customer *********************
  
  Ms. ***** was provided information regarding the *** Membership Relinquishment Program under which Ms. ***** may surrender their *** ownership back to the Association. To date Ms. ***** has not elected to accept the Relinquishment Program option.
  
  The *** Relinquishment Program remains an available option to Ms. *****. They may complete the process as offered. They can do so by contacting the Customer ******************** by calling ************ or by emailing **************************************.
  
  
  
  Sincerely,
  Vacation Villages at Lake Travis
  
  
  
  Chelsea ************************************************************************************************** ***** of Directors ***
                  Ms. ******* *****
                  ************************************ Director, ****** Operations Central Region
                  ********************************** Regional Vice ********** ****** Operations Central Region
                  Owner File
  

  Customer Answer

  Date: 03/26/2024

  Complaint: 21400028
  
  *******,
  Thank you for your response. However, I still do not agree with what you are saying. You are correct that I received a relinquishment offer of $2,472.54. I do not feel I should need to pay anything. I have documented proof that I attempted to cancel my contract within the recession period but was told I was not able to. I believe that I am *********** a complete refund of everything I have paid. I have never used the property and have no desire too. I appreciate the relinquishment offer which I would like to take. I will not be paying another dime. I would like to know how I receive a refund. I can provide all of the timestamped documentation if you would like. 
  

  Thank you for your assistance
  

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

  
  

  Business Response

  Date: 04/08/2024

  April 5, 2024
  
  
  
  BBB Corporate Office
  ******************************************************************************************
  Attention: *************************
  
  Re:          Complaint ID# ********
  
  Dear ****************:
  
  Vacation ******************* (the Association) aka The Shores at Lake Travis (the ******) is in receipt of Complaint ID ******* dated March 7, 2024, from ****************** *****. The Association previously responded to Ms. ***** on March 22, 2024, and that response is incorporated herein by reference.
  
  Neither the Association nor its managing agent ****************************** (VRI) sold Ms. ***** her Shores timeshare interest. Any sales-related complaints, including any request for recission or refund, should have been directed in a timely fashion to the entity that sold Ms. ***** her Shores ownership.
  
  A review of Ms. *****s ownership file does not reveal any record of any previous communication to the Association regarding any dissatisfaction with her Shores ownership or any claims of record that her purchase was misrepresented by any party. Her ownership file also reflects that Ms. ***** has been provided with the contracted number of RCI Points each year since she purchased and that she has used those points several times.
  
  Ms. ***** has been previously provided information regarding the Associations Membership Relinquishment Program under which Ms. ***** may surrender her Shores ownership back to the Association. To date Ms. ***** has not elected to accept the Membership Relinquishment Program option.
  
  The Associations Membership Relinquishment Program remains an available option to Ms. *****, and she may exercise this option by contacting the Customer ******************** by calling ************ or by emailing **************************************.
  
  Please be advised that Ms. *****s ownership at the Shores is subject to the terms of the Shores Assessment Billing and Collection ****** **** ******) and that the terms of this policy will be enforced.
  
  Sincerely,
  Vacation Villages at Lake Travis
  
  
  
  Chelsea ************************************************************************************************** ***** of Directors VVL
                  Ms.******* *****
                  Mr.*********************** Regional Director, ****** Operations Central Region
                  ********************************** Regional Vice ********** ****** Operations Central Region
                  Owner File

  Customer Answer

  Date: 04/24/2024

  Complaint: 21400028
  
  I am rejecting this response because:

  Chelsea, As I stated before I want to take the relinquishment offer. However I want the relinquishment fee of $2,472.54 waived since I have documented proof I attempted to cancel within my allotted time period and was told I was unable to do so.
  
  Regards,
  
  ********************

• Initial Complaint

  Date:01/19/2023

  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.

  ************ at Lake Travis (VRI) has placed ** in a precarious situation. They have consistently hounded ** for regarding our past due balances, and even utilized a collection agency, but when we've attempted to come to an agreement to sever our ties with them, they become unresponsive. Clearly they have no intention of assisting us, so we have to escalate this matter. Truthfully, we should have reported this matter sooner. When we met with ************ at Lake Travis in 2010, we were told they would take over another timeshare we owned so we wouldn't have to worry about the expense of two, but that turned out not to be true. That was the biggest selling point of the presentation and what sold us on becoming members. The rest of the presentation was them blowing smoke and using borderline aggressive sales tactics to get us to sign the contract. At this current phase of our lives, we couldn't utilize ************ at Lake Travis if we wanted to. ******'s income has been reduced by $1,000 monthly and I, ******, am retired now. I've also have had open heart surgery and suffered a stroke. As you can imagine, those changes in our income coupled with medical bills is a hefty burden to bear. We do not have space to accommodate much else. The only goal of ************ at Lake Travis squeezing money out of you. They do not care what tactics they use or the ramifications it has in your personal life. Due to this, it has been few a years since we've used ************ at Lake Travis for anything travel related and have no intention of using them in the future. Our only objective is to be relieved of this waste of a membership as soon as possible.

  Business Response

  Date: 01/29/2023

  Vacation ********************* (VRI") is inreceipt of the above-captioned Better Business Bureau ("BBB") complaint addressed to the Shores at LakeTravis. The Shores at Lake Travis (the "Resort") is the common name of the resort timeshare property under the control of the **************************** **** (the "Association or ***"). VRI is the managing agent of the Resort and *** and is responding on behalf of itself, and its client, ***.
  
  A review of the ***** ownership records reveals they havebeen *** owners since 2010. There isno record of prior complaints regarding their ownership, annualusage, or claims of misrepresentation made at the point of sale in their owner history.
  
  VRI did not sell the ***** their *** timeshare interest. Sales relatedcomplaints should have been directed in a timely fashion to the entity that sold the ***** their *** ownership.
  
  The only communication of record from the ***** prior to VRI receiving this BBB complaint was a confirmation of if their request to terminate their timeshare interest in *** was approved. The ***** were provided information regarding the *** Exit Program under which the ***** may surrender their *** ownership back to the Association. To date the ***** have not elected to accept the Exit Program option.
  
  The *** Exit Program remains an available option to the *****. They may complete the process as offered or they may contact myself, General Manager ******************************* at ************** for additional assistance.