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:07/02/2025

  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 see attached:

  

  Business Response

  Date: 07/11/2025

  I reached out to Mr. ****** and left him a voicemail.  Mr. ****** purchased a vacation ownership interest at London Bridge Resort.  The board of directors for the vacation ownership association have authorized Resort Staff to take back an owners interval if they find themselves in a hardship.  However, the association requires the equivalent of two years of maintenance fees to process a deed back.  This will allow the association sufficient time to find another due paying member to take over the obligations of the vacation ownership interest. 

  
  Mr. Reillys maintenance fees are delinquent in the amount of $603.71 for his 2025 dues.  The association will take back his interest if he pays the current balance due, plus $525 for another year of dues.  This would total $1,128.71.  We will process all the paperwork and Mr. ****** will have no further interest in or obligation to the timeshare interest at London Bridge Resort.  ********* can call my office at ************ to discuss this matter further.

  
  

• Initial Complaint

  Date:06/11/2025

  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.

  We are filing a formal complaint against London Bridge Resorts for fraudulent business practices and their repeated failure to honor our requests to cancel our timeshare. We have been longtime owners (Member #****), but have never been able to use the timeshare since purchasing it. At the time, we were promised asset accrual, flexible family vacations during high seasons, and an easy transfer to our children. However, these promises have never materialized. The sales process was deceptive and involved high-pressure tactics, taking six hours instead of the promised 90 minutes. Scheduling a stay has proven nearly impossible, as available weeks are unsuitable for families and require booking a year in advance. Despite paying $1,250 annually in maintenance fees, we have never stayed at the resort. Attempts to use the timeshare points elsewhere require an additional costly subscription to **********************. We have repeatedly requested cancellation, but our concerns have been ignored, forcing us to continue paying for a service we cannot use. We believe this constitutes fraudulent and unethical business conduct. We are seeking immediate cancellation of our timeshare contract and relief from all further fees.

  

  Business Response

  Date: 06/26/2025

  We are in receipt of *** ********** complaint regarding her vacation ownership interest at London Bridge Resort.  I left a voicemail for *** ******** to talk through her complaint and see if we can provide a resolution.

  The Association that *** ******** belongs to with her vacation ownership interest has approved our ability to take back her interest in the timeshare if she pays two years of maintenance fees.  The ******************************************************************************************** the amount of $1,250.  *************** is interested in this option, once we collect the fees, we will process the paperwork for signature and notary and there would be no further obligations for *** ********.  

  I can be reached at ************ or ************************************************************.  

   

• Initial Complaint

  Date:04/07/2025

  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.

  On April 28th my husband and I attended ************** Expo. At the Expo there were all kind of business that set up booths so people that attended if you had question or wanted to purchase products from different vendors. London Bridge Resort also was one of the Vendors. When we arrived the person at the front desk a woman name ******, gave us a bag to put any brochures if we wanted information on some of the Vendors regarding there Business. ******, also told us there will be gifts giving away if your name is called to play a game and you win the game that you would play. ****** said the grand prize was a **** for 7 days * 6 nights * over $10,****** husband ******* was called up to play the game against another person for the Grand Prize which is was a **** anywhere for 4 people for 7 days * 6 nights that is over for $10,000. My husband won the game and they told him to go up front * ****** will help you. ****** wrote down his ************ number, then gave us both her phone number, ***** * ******** phone ******************** We have been back and forth with both ***** * ******** at London Bridge Resort. ***** promised us where would we like to go emailed ***** and ******** a list. The bottom line is ***** * ******** has been giving us the run around. My husband ******* had to give them permission to talk to his wife since he works * cannot have his phone at his desk.I called in January 2025, talked to ***** and she told me she was busy collecting payments from her customers and would get back with me I said okay. I have been calling ***** * ******** leaving messages and have not received a called back. I have also spoke with the receptionist ****** * ever time I call ***** or ******** were out of the office, at lunch, * when I called today April 7th * talk to ****** she said ***** * ******** were off today. It will be a year on April 28th * we were told by ***** **** will never expire.PLEASE HELP US!Mr. * **** ******* ****

  

  Business Response

  Date: 04/10/2025

  We are happy to assist Ms. **** with her travel.  We offered a complimentary travel option to an expo promoter to be raffled to attendees.  Our contribution was accommodations in a one bedroom suite.  There is a misunderstanding with our role in the promotion.  The expo promoter may have included other elements for the raffle.  We have talked with Ms. **** several times.  We offered to provide her a complimentary three day and two night stay at London Bridge Resort to meet with her face to face to assist her with her travel plans.  

  We have also requested three locations and three possible dates for us to search for options for us to fulfill her request.  Ms. **** has not provided us with the date and location information.  We would be happy to assist her.  However, because of the misunderstanding between Ms. **** and the expo promoter that we provided only the accommodations to we have been unable to assist Ms. *********** We have extended the expiration of the offer as well in an effort to assist Ms. ************** stand ready to provide accommodations in a one bedroom suite for 7 nights.  We need locations and potential dates.

  Customer Answer

  Date: 05/27/2025

  I have decided that I will refused London Bridge Resort offer, because even though we can either stay 3 days 2 nights at their Resort or choose 7 days ***** 6 nights at any place they have Resorts in the ************* ***** in other Countries. Either way it goes we would have to spend money for transportation, food, sightseeing ***** entertainment. ***** had said to me ***** my husband that they have had other people who have won trips, but once couples came to their Resorts they do not even want the prize they won.
  
  With all the investigation I have done I still feel that when I give my reviews its not going to be a great. Here are the reasons why:
  
  1. ****** With all the emails we sent to London Bridge or their emails they sent and my conversation with ***** ****** ****** ******** they did not ever mention the information about someone else added more to the prizes.
  
  2. ****** ***** even stated to me that she had a put together a package for the winner ***** would send it to us, but ******would have to make another one, because they do not know what happen to that one.
  
  3.****** Told us that ****** was given the package and she never gave it to us. Then how hard she worked ***** gave her a vacation for all she did. ****** never answered her phone and never returned our voice message.
  
  So we refuse their option and I rather let people know that if you ever go to a Home ***** Outdoor Living Expo and London Bridges Resort or any other Vendor is there make sure you find out if the actually prize you won, the name of the Vendor that is giving away the prize, and get everything in writing, because I feel this was a scam to get people to join The London Bridge Resort, but it didnt work with us. Then when they realize we are not going for the explanation. Now they come up with this bull about someone else added to it! I am very upset with there reasons now what happen. When ***** or ******** didnt say that upfront. They know they did not say anything about that upfront about the Organization that they added to the prize or why ****** never return our call or give us the name of the Organization, which they claim they knew ***** suppose to email us back in October 2024, which we never received. They received our places where we would like to go ***** the 4 places that they chose and we declined. ****** Bottom line ***** ***** ******** lied to us and not being truthful.

• Initial Complaint

  Date:03/12/2025

  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.

  Im reaching out to file a complaint about the lack of communication from London Bridge. Ive tried multiple times to contact them about terminating my timeshare ownership but havent received any response.I purchased this timeshare over 30 years ago, believing it would hold real estate value and could be passed on to my children. But over time, its become clear that the promises made during the sales process havent been fulfilled. Ive hardly used the timesharejust once in 2015 and for an exchange in 1998mostly because of my military commitments and the restrictive odd year schedule. On the rare occasion I did visit, the accommodations were outdated and lacked basic amenities.The rising maintenance fees have also become a financial burden, and I no longer want to continue this obligation or pass it on to my family. The ownership doesnt provide the real estate value I was led to believe it would, and I feel misled by the high-pressure sales tactics used during the *********** respectfully asking the company to address my termination request and provide a resolution. Their lack of response to my earlier attempts to communicate is concerning and I hope this complaint encourages them to take action.

  

  Business Response

  Date: 03/17/2025

  Our team has reached out to ***** to offer him the ability to deed back his vacation ownership interest at London Bridge Resort.  He may call ***** **** at *************************** to complete the transaction.

  Customer Answer

  Date: 03/19/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *******
  
   
  

• Initial Complaint

  Date:12/05/2023

  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.

  I mailed a hardship letter on October 17, 2022 via certified mail to ******************* (at London Bridge Resort) as I was told to do as part of their hardship deedback program. I was told back then "To be considered for the program you will need to write (or type) a hardship letter, sign it, and mail it to the ******************* Project Director at ***********************************************************************. Please include all medical and financial hardships. Our Project director will then take the hardship letters to the ***** of ********** they meet once a quarter. This process takes time, up to a year to get an offer. Please make sure your maintenance fees are current in the meantime." That letter showed received 10/21/22, however I never heard confirmation of that from London Bridge Resort. On 11/14/23, I emailed ***************************************** "I was wondering if I could get an update on the status of my timeshare release in regard to the deedback program. I mailed my hardship letter back on October 17, 2022 via certified mail to ******************* as you stated below. It showed received 10/21/22." I did not receive a response to that email. I followed up with an email on 11/29/23, with the same information. Response received 11/29/23, "we did receive the hardship letter on 10/22/2022. you are in the que but we have not gotten to your letter yet to make an offer. Unfortunately there are a lot of people ahead of you and we can only take back a certain amount at a time. As soon as we can take yours back I will mail out the offer letter. " I was told originally that the process would take "up to a year to get an offer. Please make sure your maintenance fees are current in the meantime." Now it seems like they really need 2 annual maintenance fees before they will release me from the timeshare and I don't know the exact quantity of "a lot of people ahead of me". I have a hardship reason for needing out of this and 2 maintenance fees is very costly.

  

  Business Response

  Date: 12/22/2023

  London Bridge Resort spoke with ******************** and resolved the complainants issue.  

  Customer Answer

  Date: 12/22/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:12/05/2023

  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 reaching out to seek your assistance regarding a serious concern that has been causing immense distress to me and my ex-spouse, *****************Approximately 30 years ago, we purchased a timeshare with London Bridge. We were assured that this investment would not only provide us with regular vacationing opportunities but also double or triple in value over time a financial benefit that was the primary motivation behind our decision to buy.Unfortunately, our experience has been drastically different from what was promised to us. Not only have we been unable to vacation as much as we anticipated due to booking difficulties, but we also found that the property did not appreciate in value as we were led to believe. Our attempts to sell the timeshare have been futile, revealing that the property holds no financial value.On the few occasions when we rented out the timeshare through London Bridge, a significant portion of the income was retained by them, leaving us with little to no profit. This is far from the financial benefit we were sold on.In light of these circumstances, and due to personal health issues that restrict my ability to travel, we are compelled to request an immediate cancellation of our agreement with London Bridge.We understand that there may be necessary forms and procedures to process this cancellation. We kindly ask you to guide us through this process and send us any required documents. As ******** and I are now divorced, we may need separate forms to proceed.Moreover, considering the misleading information we were provided at the onset, we would like to discuss the possibility of obtaining a refund, if at all possible.We have attempted to communicate with London Bridge directly about these concerns, but our emails have been met with silence. We trust that with your intervention, we will be able to resolve this issue promptly.Thank you for your attention to this matter. We look forward to your guidance and support.

  

  Business Response

  Date: 12/22/2023

  London Bridge Resort tried to contact the complainant to resolve this matter.  We stand ready to assist **************** resolve her complaint.  We will be able to assist her with relinquishing her vacation ownership interest.  **************** can contact my office at ************ and ask to speak with ********************