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

  981 State Route 940 White Haven, PA 18661-3471

• 

  Split Rock Resort & Conference Center

  PO Box 9 Mountain Laurel Resort White Haven, PA 18661-0009

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  Split Rock Resort & Conference Center

  PO Box 567 Lake Harmony, PA 18624-0567

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  Split Rock Resort & Conference Center

  PO Box 672 Dingmans Ferry, PA 18328-0672

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:10/25/2023

  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 booked 1 room with 2 queen sized beds online weeks prior to arrival day. On arrival day hotel insisted I booked 2 rooms and bullied me into giving them my credit card to charge an additional room. I had two people with disabilities with me. I am a caregiver. I needed to be in the same room with them. They definitely did not try to resolve the problem at all. The night I had booked was October 18th 2023. They kept the $100 "incidental charge" also.

• Initial Complaint

  Date:10/18/2023

  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.

  On numerous occaisons the Resort has failed to fulfill their Home Owner obligations for those of us that call Split Rock our home. In my case I am a home owner in **** ******* which resides within the SplitRock report area. Split Rock manages the roads and the water systems within this development for over 100 homes. Most residents are owners that live and call this home. Roads over the years have been neglected to the pint where lawsuits have been raised by not only owners but visitors. The water system in 2023 and 2022 has been poorly maintained with a number of short term fixes, and has even had the *** called about the quality. Today 10/18, our water has been off all day and we have not been contacted, we cant get hold of anyone at the front office, I get hung up on when finally getting through, and no maintenance workers exist to tell us whats going on. This is now becoming a health hazard for homeowners and this facility needs to have the Government investigate the financials, the workers, and their poor and corrupt business practices where they take home owner dues and use it for other benefit.

  Customer Answer

  Date: 11/20/2023

  Still no communication from Split rock. 

• Initial Complaint

  Date:09/22/2023

  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.

  This place is filthy and not sanitary. My son, his wife and their two small children were given a room that was so dirty, their feet were sticking to the floor. The furniture was really stained and had a foul smell throughout the room. My credit card was charged a resort fee of $42.40, which was told to my daughter in law that it would be returned. Of course, my son and his family did not stay due to the horrible conditions. The resort fee was for two nights if they had stayed. The fee was deducted on 9/2/2023. To date, I have not received a refund. I called the resort ************ and was transferred several times. No one was able to help me with a refund or so I was told.

• Initial Complaint

  Date:08/24/2023

  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.

  We own a timeshare with *** ***, but for many serious reasons we have decided that we no longer want to be part of the vacation club. We sent our request for termination and transfer of ownership back to them, but they have been unhelpful or completely ignored us ever since. Every message we sent is either met with silence or just a complete lack of empathy or professionalism. The maintenance fees are too expensive for the lack of maintenance at their resorts, and we have no incentive to keep our ownership when regular guests get better accommodations. The fees have increased about 10% yearly while stating in the contract that it wouldn't be over 7.5% (which is already a crazy high increase when you realize as I said before, there is a complete lack of maintenance at the resorts!!) We would like to again formally request that *** *** Vacation Club terminate our contract and transfer the property back to them as soon as possible. We hope that they can help us in this matter so we can move on from dealing with this company. Its been far more stressful than need be.

• Initial Complaint

  Date:08/10/2023

  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 would like my reservation refi fed for August 6 and 7. There was no air conditioning, tv not working, indoor pool closed. There was,no Wi-Fi. There were bugs in the room. There was a police incident at the hotel. There were guns and ammunition set up adjacent to the arcade. We did not feel safe. I attached a copy of my refund request and the letter I gave the hotel.

• Initial Complaint

  Date:07/24/2023

  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.

  Purchase a 3 day stay ,the room was filthy when we got there.I got a room with a ******* only to realize we had no water in our room.It was a one bedroom thst was suppose to have full kitchen dishes and pots but we only had glass.I don’t drive and you have to take a shuttle tom main building for everything .They stopped answering my call and I had to wait till the following day because I couldn’t speak to anyone or schedule a ride to the mail bildung to the front desk.The next day they dsid that they would get me some ***** wipes and by the time we got back from the water park the water wouybe on which never occurred.I went to the front desk by get a ride from another person staying in the building and the said they would look for domes dishes and pots so I could use my groceries but only came back with a blanket and one pot..I continue to call and no answer or way to get to the main building.finally in the morning they started to answer and told me that they would move me by the end of the day which never occurred because they claim they were fully book so they offered me a food voucher since we couldn’t cook.awhile we were setting staff came in the room and took som of my stuff by going thru my suitcase and stole the bulk of my groceries.I got security to come and see my suit case was opened and 75! percent of my groceries was taljen.Security called house keeping and told them to brings my stuff back but only about 20 percent back.He claimed he thought we check out yet he stoked two pairs of sneakers and 4 brand new **** tee shirts and a **** cover up that all still had the tag on it.They told me thst when the manager came in they would get this all taken care up and I’ve been call multiple time a day and this manager has yet to call me or do anything to compensate me for all of that and I’ve called and email and everything that was asked of me and still nothing.My stay was the weekend of feb24th and still nothing and I call at least 3 day a week more then twice

• Initial Complaint

  Date:06/02/2023

  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.

  The company split rock/*********** resort is the company that i am a owner in a time share with since 2020. The company has break in its sagerty protocols with scammerscontacting me and emailing me unlikely documents that are asking for monies but not detailing any actual affiliation with my direct account. I need the company to contact me by mail with signifying details letting me know they are still in existance detailing the current status as of them as the owner of my account, detail any changes or updates to their management, tell me what they are doing about companies attempting to mimic their business name asking for money, and ensure my financial safety in continued business dealings with them as I am aware of false documentation that has been used to delay my customer service access to actual personnel on the property to book, ask questions, prepare for use of the shares in which I have invested. I am aware of third parties procuring their name and misusing it through calls, emails and possibly by mail using their logo as well as various others with different addresses and phone numbers. tHe unknown third parties have been purporting they are split rock/****** ***** but have no phone lines that can be called back and the only ones going to collections lines are the indicator they are false. I have told them to not contact me anymore and have indicated if they are split rock/*********** to mail me a letter stating such and I have not received that as of now which is why I am again communicating that split rock/****** ***** is not properly handling these occurrences regarding the possible takeover by a scam third party contacting members only through discussions of late payments, collections and or additional fees but not about weeks scheduled, promotions etc. They have not sent the letter(s) which is confirming that no payments will be going to split rock/****** ***** until they can confirm my financial safety from theses purported scammers.

• Initial Complaint

  Date:05/27/2023

  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.

  Plaintiff:****** and *************************** *********** Time Share Member: ****** WILL EMAIL COMPLETE COMPLAINT UPON REQUEST.Settlement Demand:As a result of your actions, the Plaintiff seeks relief in the form of:A termination of the original timeshare (vacation license) contract in all respects.BREACH OF CONTRACT:(Our timeshare season is RED, all times of year. *** *** has consistently, during the high season of summer, rented out *********** units to a very large outside group for two weeks, assigning them reservations priority over *********** Timeshare owners, displacing said owners who cannot book during those two weeks, and/or are upgraded to less desirable accommodations at the Galleria.)BREACH OF CONTRACT:(Our timeshare purchase includes full use of the resort. *** *** Collections has, as of 2021, required and charged new resort fees for use of the resort facilities and amenities that have historically been included in the purchase of the timeshares and were represented as such in the sales presentations. No one would be interested in paying a large sum of money to buy a timeshare and then pay annual maintenance for a one or two bedroom timeshare unit at Willowbrook, which is in the middle of nowhere and has no amenities, without the included attractions, facilities, and amenities of Split Rock Resort. BREACH OF CONTRACT:(Vacation license refers to right to use, not obligation to use under any circumstances. We do not choose to engage in a vacation license agreement that has so egregiously been violated in letter and spirit since ****************** has assumed ownership December 2020.)BREACH OF CONTRACT:(Again, see item 5 above)BREACH OF CONTRACT:(The sole reason for our non-use of the Vacation License, of our inability to enjoy our once-beloved annual family vacations at Split Rock Resort, is due to *** *** Collections mismanagement, failure to maintain facilities, activities, and amenities, inflated resort fees, and reduction or unavailability of resort staff ongoing.) (see additionally Exhibits A, ****** for overwhelming evidence of *** *** Collections negligent ownership and management of Split Rock Resort)And more to follow in attached document...

• Initial Complaint

  Date:05/05/2023

  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.

  The customer service numbers of this resort of which I am an owner were all disconnected, sent to ffraud companies for travel and to voicemails for law offices. All services were stopped in December 2020, no contact, all noted employees were unavailable for services in line with contractrual obligations, my earned weeks were not reported or available for use, reoccurring payment requests were made (and Paid), and I was unable to recover my financial investment with free promotional trips on cruises, dining gift cards, travel vouchers, etc. I want to be released from this unfulfilled contract timeshare.

• Initial Complaint

  Date:04/21/2023

  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.

  This place ***** Visiting the Poconos for the first time was one of the worst experiences We have ever had as a family. We? had Made reservations to visit? split rock?? Resort Lake Harmony? and this is what we walked into around 8PM to check in! People were Complaining as they were finding issues wrong with their Reservations?/rooms. ??When it was finally our turn At the front desk after waiting over an hour and a half we ?Found that our building was a mile away from everything. We still checked in and went on an adventure to locate our building!! There were absolutely no lights So people were driving around with her high beams on. ?None of the buildings were labeled with numbers! The key card did not work to open the door ? Because the door was broken and left open!! ? We Finally found our 1 bed Suite with sleep sofa & ******* ?room, walked in to where the sleep sofa is found it exactly as pictured. I went to pull it out and the whole thing was completely broken! It was 90° with this very old outdated AC unit. The kids could not sleep on this And I wasn’t about to pay the money for a broken sleep sofa & extremely over heated room?. So we left and we went back to the front desk had to wait With the line being even longer? to speak to a manager and was told that they have absolutely no more rooms and will refund our money but would take up to 10 days to get it back!! The only thing that they could do was? let us keep our water park tickets For inconvenience? ?lol ?By the time everything was said and done we were driving around trying to find a close by hotel @ 11:46PM Our phones weren’t working because we are in the middle of nowhere lol We found a best western. That have not pad me yet in the amount of $586.48 on 4/14/23.