Complaints

This profile includes complaints for Split Rock Resort & Conference Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Split Rock Resort & Conference Center has 6 locations, listed below.

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  Split Rock Resort & Conference Center

  428 Moseywood Rd Lake Harmony, PA 18624-7009

• 

  Split Rock Resort & Conference Center

  PO Box 567 Lake Harmony, PA 18624-0567

• 

  Split Rock Resort & Conference Center

  PO Box 672 Dingmans Ferry, PA 18328-0672

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  Split Rock Resort & Conference Center

  PO Box 547C Split Rock Resort Lake Harmony, PA 18624-0820

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  Split Rock Resort & Conference Center

  981 State Route 940 White Haven, PA 18661-3471

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:01/02/2025

  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.

  ****** W. ****** ******************************************************************* November 18, 2024 Split Rock Pocono Mountains ****************. Lake Harmony PA ***** To Whom It May Concern,I am writing to formally request the termination of my timeshare ownership due to significant changes in my financial and medical circumstances. At 88 years old, I am no longer able to travel or enjoy the benefits of the timeshare as I once did. I am currently on a fixed income and facing financial hardship, which has made it impossible for me to afford the increasing maintenance fees and associated costs. Additionally, my health has significantly declined, requiring me to stay near home for medical care. These combined factors render my continued ownership untenable.When I purchased the timeshare, I was presented with an enticing opportunity to enjoy vacations with my family and friends. However, the terms and fees were not fully explained to me at the time, particularly the ongoing and increasing maintenance fees. I was also not informed that I would remain financially responsible for the property even if I could no longer use it. Over the years, I have faced repeated issues with booking availability, further limiting my ability to utilize the ************ the time of the initial sales presentation, I was told that this package would be affordable and suitable for my needs. However, I was not provided with sufficient time or opportunity to review all the contract documents before signing. As a result, I entered into this agreement without a full understanding of the long-term financial obligations.Given my advanced age, declining health, and financial constraints, I respectfully request to be released from all obligations associated with this timeshare. Please provide written confirmation that my ownership has been terminated and that I am no longer financially responsible for this property.Thank you for your understanding and prompt attention to this matter.****** W. ******

• Initial Complaint

  Date:11/19/2024

  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.

  Please avoid buying a timeshare or staying at Split Rock Resort by *******. The new owners, *******, are completely unprofessional, lack customer service, and have only increased fees for timeshare owners.We've attempted to communicate with ****** *******, a Bel Air manager, regarding a serious medical issue that prevents us from traveling. Despite providing proof, they're demanding an exorbitant fee to exit the timeshare. Given our financial strain due to medical bills, we offered a lower amount, but our requests for a board review have been ignored.If they can treat us this way during a crisis, imagine how they'll treat you. Please do your research on Yelp and the Better Business Bureau before making any decisions. This once family-friendly resort with excellent service has been completely transformed by Bel Air.**************************************************************************************************************************************************************************************************************

  Customer Answer

  Date: 11/25/2024

  Everything has been resolved we have reached a resolution 

  Customer Answer

  Date: 11/25/2024

  We have reached a resolution just waiting for final signature for timeshare to finalize 

• Initial Complaint

  Date:11/05/2024

  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.

  We have been struggling with Westwood at Split Rock for months now to cancel our timeshare contract. We've tried to get in touch multiple times, sent emails, and even filed a complaint with the Pennsylvania Attorney General, yet we face silence or vague responses. We were told about an option to cancel, and then everything we tried to do to follow up on it was ignored. After finally getting a reply from Mr. ******* ********, the representative we were first in touch with to discuss this, his response completely disregarded what weve had to go through to hear back from someone. Telling us that we had to pay $2000 same-day to cancel our contract and then completely disappearing on us when we had reasonable concerns was incredibly stressful for us. His response to us basically just reiterated that there's a hefty fee required to end our contract, or we should transfer it to a family member, which is not feasible for us.The lack of communication is frustrating and unfair. We are receiving no clear pathway to resolve this issue. We understand things happen, but being left in the dark with no viable options is causing us stress. We just need someone at ******** to take this seriously and help us find a reasonable solution to terminate our contract. It's disappointing to feel avoided and ignored for a matter of urgency like this one.

  Customer Answer

  Date: 12/10/2024

  Hello, we wanted to give you an update since youve been making efforts on our behalf to communicate with the ********* company. Its really disappointing to hear that theyve chosen to ignore the complaint we filed with the BBB and dont feel that it warrants a response or resolution. 
  Technically, we have been in contact with the ********* company and their representatives since we filed this complaint. We continued our own efforts to reach them since they were trying to bill us for the next round of fees (while completely ignoring us), and finally got in touch with a woman named *****. She wasnt too helpful as far as the cancellation matter goes, but this did result in us connecting with ******* ******** once again. This is the representative who previously dangled the exit option in front of us, only to disappear afterward when we had questions/concerns about the exit option and the exorbitant fee. 
  Long story short, I was able to speak with him on the phone and have a very frustrating conversation. This company clearly does not have their ducks in a row, as he kept referring to other conversations that we did NOT have previously and things that were not discussed between us. It seemed like he must have been confusing us with different owners, which only made matters more difficult. Ultimately, he stated that the fee was determined by the board and anything else would have to go back to the board for approval - yet when we pushed back, he was able to turn around and suggest a slightly reduced fee at $1500. Interesting how he seemed to have the authority to negotiate in that case, but when we made it clear that we still did not find this to be reasonable after everything weve been put through, he said any other counteroffers would need to go to the board for approval. We told him that the most we would be willing to pay at this point would be $1000. Supposedly, we are waiting for the boards decision on this proposal. 
  Given our experience with them, were very concerned that they may not even follow up on this or reach back out to us. Were trying to stay on top of them about this as much as we can, but this of course only adds to our frustrations with their association as we should not have to be doing this in the first place. 
  Again, we appreciate your help to try and connect us with the timeshare company, and we felt it was best to make you aware of these ongoing developments.
  
  

• Initial Complaint

  Date:10/30/2024

  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.

  Made a reservation with once price and then received a modification that wasnt acceptable so we called to cancel as stated on our agreement but was still told no and that dont make sense. Because its say it can cancel my 11/1 and we have been trying to cancel since 10/28

• Initial Complaint

  Date:10/24/2024

  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.

  To Whom It May Concern,I am reaching out to file a formal complaint against Split Rock Resort due to their lack of response to my repeated requests for contract cancellation. Since purchasing this timeshare in 2019, we have not been able to use it even once. Shortly after our purchase, we attempted to use the property, only to be informed that our contact person was no longer with the company and that the resort was closed due to COVID-19 restrictions. During the sales presentation, I initially declined the offer because it was beyond our budget, but the salesperson reduced the price to convince us. The presentation took much longer than expected, leaving us uncomfortable about being away from our teenage children for so long. We were also told that the timeshare would increase in value and could be a profitable investment over ******* 2021, I planned to use the property, but I was informed that I would not be able to do so until I renewed my membership, despite the fact that we were unable to use it in 2020 due to shutdowns. I had already paid the fees for 2020 and feel it was unfair to be restricted from using the facilities due to circumstances beyond our control. When I expressed my concerns and requested a cancellation, I was told that my only options were to sell or transfer my timeshare, not to cancel it.Since then, we have been making monthly payments on our credit cards, accumulating interest, and maxing out our balance. Our financial situation has become strained since the onset of COVID-19, and we can no longer afford to continue with this timeshare. it has become a financial burden that I am unable to bear.Thank you for your time and consideration in helping me resolve this matter.***** ***** Account number: *******

• Initial Complaint

  Date:09/22/2024

  Type:Billing 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.

  Please see emails attached. Many attempts to contact them and not a single response. We stayed at their resort in hopes to take a disabled child to the water park. The water park was closed the entire time we were there. The bed was broken and no offer to move us. We payed over $100 in cards for games and then they ended up having no gifts for earned credits.Please just see and read attached screenshot of email

• Initial Complaint

  Date:09/13/2024

  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 writing to file a formal complaint against Split Rock Resort regarding the cancellation of my timeshare. Despite sending multiple request letters, I have not received any response or acknowledgment from Split Rock Resort.I have never utilized the timeshare, nor was it my intention to do so. Furthermore, I was not informed about the yearly maintenance fee associated with the timeshare.Due to my current financial hardships in retirement and my responsibilities of caring for my older mother and sister-in-law, I am unable to afford the financial obligations of the timeshare. Given these circumstances, it is imperative for me to cancel this timeshare agreement.I kindly request your assistance in providing me with the necessary information and requirements to proceed with the cancellation process. I am willing to comply with any procedures or documents needed to finalize the cancellation. Thank you for your attention to this matter.

• Initial Complaint

  Date:09/13/2024

  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.

  We are writing to share our horrible experience since we signed our contract at Split Rock Resort. We felt pressured into purchasing a timeshare despite repeatedly expressing our disinterest, and we endured a seemingly endless presentation from multiple representatives. Since then, the timeshare availability has been far from accommodating, making it impossible to book our desired weeks. Additionally, we were misled about the process, believing our home resort would handle exchanges, only to find out we needed to join Interval International, incurring additional fees and confusion. This entire process has caused significant stress and frustration for our family, both mentally and physically. What was promised as a convenient and enjoyable timeshare experience has turned into an ongoing headache. We deserve an immediate termination of our timeshare contract to relieve us of this burden. We need someone to contact us promptly to discuss exit options. Please have someone reach out to us immediately via email.Sincerely,**** & ****** *****

• Initial Complaint

  Date:09/02/2024

  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.

  June 18th ************************************* full along with 7 other family members who purchased rooms. On the Split Rock Resort reservation page it states, Experience Split Rocks newly renovated two bedroom suite. This Town Center accommodation offers a comfort of home feeling with full kitchen, living and dining, and bathroom with a tub. There is a TV in the ***************** room. Close proximity to amentities like indoor pool, water park, arcade, bowling, indoor sports court, movie theater, gym, sauna and many more. On their website it states, Discover culinary bliss at Split Rock's newest restaurant in our Town Center. We can't wait to welcome you to an unforgettable dining experience! I mention both of these things to give the full view of this place which sounds like a wonderful atmosphere for a family reunion. This was our experience. We stayed in a two bedroom suite at the town center which in reality is just two hotel rooms made into one. The smaller room has a window looking out into the hallway.Every amenity was either out of service or booked for a private event. The pool was cloudy to the point you couldnt see below your waist. No restaurants on site only the sand bar by the lake and food court with subpar food. These pictures arent half of the gross things about our room. Splatters on the walls, broken fixtures, bathtub peeling, dirty new towels, windows that dont close, cracked vanities, dirty walls, mold underneath the sink, weird smell in the room,broken hair dryer.. AND infested with fruit flies. We probably saw at least 5 a day despite killing them!! The list goes on and on.This is the furthest thing from a resort more like a motel with minimal amenities. In regular resorts you see cleaning people almost every corner you turn. I think out of the week we stayed here I saw a cleaning cart once.The ** reached out to my review and I emailed two different emails with no response. At this point we would like our money back.

• Initial Complaint

  Date:09/01/2024

  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 am requesting a refund of $185.64 for my stay on 8/12/24. Booking ************* I have sent two emails to the company with no response Upon arrival I was given a very far away and outdated room with blood on the sheets. After 2 hours, I was finally switched to another room. That room was dirty- Im happy to send photos- they would not attach to this complaint. The air conditioning in the room didnt turn off- it was 65 and freezing. The website is misleading. The entire resort is run down, the entrance is moldy, halls, walls, rugs are dirty. The water park is mostly not functional (main reason we came). I had even called earlier in the day inquiring about the water park and no one mentioned it was barely functioning. There were no restaurants open, just snacks. Outdoor pool is run down and there was no lifeguard. Seats in the movie theater would not recline. There were at least three other occupants in the lobby with various complaints which is why it took two hours to get another room. The staff was very accommodating and tried their best. The managers RAN AWAY. Two customers were promised a refund while on the hotel phone with corporate office, but I didnt want to wait another hour for that.