ComplaintsforSpinnaker Resorts

• Initial Complaint

  03/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  At sales presentation told associate not interested, already had one we did not want. Promised to sell the one we have. We bought and realized they had no intention of selling ours. Also offered timeshare as an investment. Received partial refund assuming the timeshare week could be sold. All lies.

  Customer response

  03/25/2024

  Spinnaker Resorts. ***********, **

  Spinnaker has a signed Confidentiality Agreement. In the agreement Spinnaker Refunded 5000 dollars of the original payment. In the Agreement they basically admit liability for refunding ***** dollars. They use this agreement as the basis for not refunding any more. I maintain the the agreement is null and void because a Confidentiality Agreement cannot hide or cover illegal activity. 
  Spinnaker knew they were guilty and sadly they continue to use this scheme as there are several complaints on your website for 2024 where they used the proposed sale of a customers timeshare to solicite the sale of their own.  I can furnish copies of anything you suggest. 

• Initial Complaint

  02/12/2024

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  We have a 3-bdrm unit already and in our trip to *********** in June, we were convinced to purchase an additional 2 bdrm unit to rent out each year in April, during an annual golf event, in order to recoup our maintenance fees. ***********************, the salesperson, told us he was putting in a reservation for us "Right now" while we went to sign the contract. In September, when I had not heard from the rental company which was referred to us by ******, I called Spinnaker to find out why, I found the paperwork had not been submitted to the rental company, so our rental was delayed by 2 months! After paying $400 to this rental company and setting the rental up I didn't hear anything by December so I called the rental *** and I was told there was no specific week being rented for us! I contacted Spinnaker to find out the week in April that had been reserved for us and I was told there was no week reserved! I called the verification specialist we signed the contract with and she referred my phone call to ***********************, a manager. He told me ****** had not put in the reservation for us until the day after we signed the paperwork, the reservation could not be fulfilled because the units were full for that week and we discussed had this information been relayed to us that day (or within 5 days of signing the contract) we would have had the option to cancel the purchase! **** said he would speak to ******'s boss and get back to me, although I don't see how that could have been a solution. He has not gotten back to me in 2 weeks and I have left 4 messages for him to please return my call. ***********************, another verification specialist, returned my last call for **** and said he was going to try to get it reserved for that week still, even though it is very late for me to get it rented now and supposedly all reservations are booked. That was 1/30/2024. I left him 2 emails since to find out what is to be done for us and still haven't received a reply! Now, we want our money back!

  Business response

  02/22/2024

  BBB #********

  SR596121

  Thank you for contacting Spinnaker Resorts. Your complaint is being reviewed by the Customer ******************** and you should expect to be contact within 7 business days. If you need to contact us directly, please email ***************************** or call ************. We look forward to coming to a mutual resolution.

  Sincerely,

  Corporate Customer Relations
  

  Customer response

  02/29/2024

  This answer from Spinnaker resorts was not a solution! They said they are looking into it and will get back to me! This must be a ploy to close the case in case I don't realize you expect me to accept or decline it. If I accepted it it would sound like I was agreeing that they were taking care of it, which I don't know if they are or not until I hear back from them. If I decline it then it seems like I don't believe that they are doing anything and not receptive to them looking into it. It seems like something is wrong with this. This case needs to be reopened as I am awaiting Spinnaker to answer with a solution!

  Customer response

  03/07/2024

  This message from Spinnaker said they would be contacting me within 7 days and I have not heard a thing back from them and it has now been two weeks!

  Customer response

  03/18/2024

  I received a certified letter from Spinnaker resorts dated March 5th 2024 saying that they are looking into my written concerns. Their timeline for resolving my concern is within 45 to 60 days from the date of this letter.  That is a lot of time for a simple matter of 3 Spinnaker representatives not following through with action those representatives stated they would do.

  I did not mention in my written complaint that my husband and I asked the verification ******** ************************** to double check if ****** was making the reservations for us. She called him and he came to the verification room and verified that he was making the reservations right then.  Obviously, this did not happen for the two bedroom unit we were buying to rent.  However, this is another step that the investigation team can hopefully check out if it is on camera or recorded.

• Initial Complaint

  02/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The financial aspect of the contract was rushed through, leaving me, ******, unable to accurately assess its impact on our situation. Since my retirement, my income has not met my expectations, and the lump sum I had anticipated using to cover bills and Spinnaker expenses did not materialize. Both ***** and I are on fixed incomes, and our situation has been further strained by our son's accident, which requires our full-time care. Additionally, ******* daughter and grandchildren have moved in, amplifying our financial challenges. As a result, we find ourselves in a position where we cannot afford the additional burden of the Spinnaker timeshare and have not even been able to consider utilizing its benefits. ****, who is also named on the contract, encountered further financial difficulties when she was coerced into obtaining a new credit card through ******** *************/******** **** to cover the deposit for the ****** **** location. Despite making timely payments through ** **** bill pay, ******** claims to have never received these payments, resulting in her credit rating plummeting due to a dispute with ** ****** ***** ****. This situation has caused significant distress and placed her under even greater financial strain. Furthermore, ****** recent home repairs, unforeseen and extensive, have consumed her resources and rendered the idea of continuing with the Spinnaker timeshare unattainable. The weight of the financial burdens and stress that have arisen from this situation has tarnished her view of Spinnaker, transforming what was intended to be a vacation opportunity into an additional source of anxiety. Given the circumstances outlined above, it is evident that the sales tactics employed during the presentations were high-pressure and manipulative, and the contract was rushed through without due consideration for our financial stability and current life challenges. We find ourselves in immense stress, overwhelming financial pressure, & a sense of defeat.

  Business response

  03/05/2024

  BBB #********

  SR593154

  We previously responded to this Consumer in November 2023. At that time we advised they reach out to the *************** as their issues seemed to deal with financial hardship. We are unable to address any billing errors with ************** as that is an outside entity.

  Regardless, the Consumers stopped making payments on their loan and subsequently, their contract and loan was terminated on December 21, 2023 as a result.

  They are no longer owners nor have any financial obligations to Spinnaker Resorts.

  Regards,

   

  Corporate Customer Relations

• Initial Complaint

  02/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On April 30, 2023, we attended a sale presentation at *********** Spinnaker Resorts. Our sales rep was *******, and he lied to us and tricked us into purchasing a contract with Spinnaker. We were very concerned about the price and he ensured us that if we had any problems, stuggling with payments or getting put in a bind, that we could cancel the contract. He gave us his number but when we tried to call he never answered or called us back. We have tried to make contact with Spinnaker numerous times and they have not responded to our complaints either. ******* promised that we would receive all the information about the contract and how to sign in on our account within 45 days and after 60 days we still had no information. We called and were able to get help to sign into our account and found our even more lies. Now they will not respond back to us. This contract has caused so much of a financial strain on our family because of the lies we cannot afford it. We are asking for our money to be returned and the contract cancelled.

  Business response

  02/22/2024

  BBB 21247811

  SR594864

  Thank you for contacting Spinnaker Resorts.  Please know that we responded to the Consumer via email on 2/6/24 advising of their contract cancellation. If they need another information they may email contact ***************************** or call ************.
  

  Regards, Corporate Customer Relations

• Initial Complaint

  01/31/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  1/10/2022 Purchase 2 Travel Packages from Spinnaker. Spent about $457 ***. Told I could complete most of the travel in ****** June 2022 - Contracted Covid and later ******* - In ********* - visited Emergency - long period of fatigue and recuperation - Sept 2022 ff - recurring fatigue and bouts of "recurring flu" that lasts for weeks - border between ****** and ** closed or difficult to enter Sept 2023 - only felt comfortable being in ****** - continuing and growing fatigue Today: January 2024 - have had a serious major heart and lung emergency malfunction - doctors think related to long COVID .. now unable to travel to ** because of insurance restrictions until my health stabilizes. Each year, they incur extra charges because my time to travel has run out. I am 81 and now quite frail and they refuse to refund my money or partially refund it or even grant me some of the ******** opportunities association with their package .. Their deal is ... I either go to one of their ** destinations or loose all my money and the complete package!!!! Paid all in ** dollars. Recently they were again asking me for more money to SAVE my package ... it just gets worse and worse. They harass and just as you are about to get a clear picture, they make it more confusing. I have never experienced such viscous sales attacks. When I go to call customer service, lo and behold I get a sales rep that answers. I just want an equitable settlement that honours my health conditions that occurred after my original payment in January 2022. In addition, during that time ********* could not cross into the ** ..... absolute harassment and unbudging accommodations for an equitable settlement that equals my expenditures. Big complaint here!!!

  Re: BBB Complaint ********
  
  Thank you so much for repeating the original message.  I have recently been hospitalized for 6 days with heart emergency so my emails piled up and yours may have been among them. I hope my additional explanation below helps to clarify where I stand with this complaint.
  
  My partiuclar issue originated from the sales department that was selling packages with Spinnaker timeshares, probably four of the new timeshares associated with Spinnaker Resorts.  If you committed to making a visit to one of these resorts, you also received other travel and hotel and cash incentives.  So my complaint started with the Spinnaker Resort sales group, home headquarters. It seemed to be connected to a ****** group called ******* although that was never clear.  The package involved my investment to visit one of the Spinnaker Resorts and also receive such incentives as access to a ******** ******* voucher, access to hotels run by ******, cash vouchers, other stays at resorts, etc.
  
  I purchased this package in early 2021. I live in ******. Covid came hit the world right after my purchase and there was a long period when we could not cross the border. I then got Covid and Amacron in the summer of 2021. My health continued to be be compromised after that, which my doctors have said is a result of Long Covid. My challenges persisted into more attacks and bouts of a fatigue which eventually infected my lung and damaged my heart. Since I am 81 and have a physical disability, I did not want to subject myself to further stress by make myself travel. I was in no position to have any of the travel adventures I hoped for at time of purchase.  A result of being diagnosed with numerous health conditions, my travel insurance is not guaranteed when I travel outside the country at least for another 6 months.  That’s the nutshell of why I have not been able to use the package since purchase.
  
  I have been harassed by the sales team to “make it work” somehow but they have not been able to come up with a compromise of equal value where I can stay in ****** without making use of the **** visits to a Spinnaker Resort timeshare. The calls are frustrating because I just cannot meet their standards to visit one of the Spinnaker Resorts. I am sorry to admit that I get more confused after speaking with any of their sales team because of their insistence that I can make their package work for them. Firstly, they speak fast, they bring out many threads and options to consider and I am never clear how we can make this package work so that it also satisfies my needs.  When I ask for time to think about things, they say oh no, you have to do this now. The offer is only available now if you take advantage of it.  But I truly am not clear about the offer … it is like being thrown into a jig saw puzzles that has to come together for them, not for me. In addition, with every year I do not use the package, there are additional charges to “keep” the package active - This is also very confusing.  So at the end of the day I asked to just keep the incentives of equal value and leave the ** visit alone.  I wanted to get at least equal value for my investment and stay in ****** for the reasons described above.  They are so so so difficult for me to deal with, so complicated about how to settle this whole thing and they have told me I would lose all my original investment if I only could travel in ******. I would also lose any perks and incentives that came with the investment .. all or nothing. 
  In addition, every agent I speak to during this period at Spinnakers, offers a different story and penalty system, but none have come up with a package that would give me  ******. So I am asking for a refund or equivalency value in ******** offerings — They talk so fast I cannot keep up or get clear at the end of each conversation. I have requested a clear map for me to read and follow … I need to know what is now possible. I just want my investment returned.
  
  I have spent $457 in *** - $620.34 in *** and as a senior on a fixed income this is quite a high cash outlay for me to buy into an all or nothing purchase.
  Let me know if you need additional information.
  ********* *******
  **********
  
  

  Business response

  03/05/2024

  BBB ********
  **********

  
  Thank you for contacting Spinnaker Resorts. After a review of your circumstances, please know that we are cancelling the vacation packages and issuing a full refund of monies paid. If you have questions or need further assistance, please contact our Marketing department at ***** ******** - Ext: ****.

  
  Regards,
  Corporate Customer Relations

  Customer response

  03/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

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

   

  Customer response

  03/06/2024

  Hi .. I have tried to send you customer feedback but catchup is not letting me through .. tried 8 times .. But my feedback is high satisfaction to your efforts timely, and successfully. My first use of BBB and I am so impressed and thankful. Wish I had thought to use it ahead of time.

  Left over question -- The amount was put on my USD Credit Card so can I expect them to send me a US cheque or credit my USD credit card. And does this transaction go through your department or am I left to bug them for payment and their promises.??

  thanks again .. very impressed 

  Customer response

  03/14/2024

  Re: BBB Complaint 21225959
  
  To followup.  I have had no response for the agreed upon settlement to my complaint, despite the fact that I have left 3 voicemails at the number provided.  Can you suggest a way that I ought to follow up for completion of this agreement.  I enclose your final letter (March 6) to me when both parties agreed upon a full refund settlement.  Any suggestions on how to push for resolution of this unfortunate experience.  Thank you for following through,
  
  Best *********************************
  **********
  

  
  

  Business response

  03/21/2024

  The Consumer's refund check was mailed to them on 3/7/2024. If they have not received it by now, they should contact us directly at ************** - Ext:5926.

  Customer response

  03/26/2024

  Hello, I have answered this note to let you know that the check was delivered. It had been waylaid to another address and it took some time to reach my residence. I wrote to you about this. Let this be a final note that all is resolved and I thank you for your efforts.

   

  Yours truly, *********************************

• Initial Complaint

  01/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are incredibly disappointed with our timeshare ownership experience. The increasing maintenance fees have become a financial burden, especially now that we are retired and living in a fixed income. The long drive from ******** to ************** has become increasingly difficult for ** and we cant manage it every year. On top of that, there have been times we have used the resort that the rooms were lacking in cleanliness. We have reached out to this company repeatedly over the past several months and we have not heard back.

  Business response

  03/05/2024

  BBB #********

  SR538391

  Spinnaker initially received a request to be released in August 2023. At that time they were advised the Consumer to contact the Deed & **************** to discuss their options. Our records show the Deed & **************** attempted to contact on 9/11/23. Thereafter on 11/29/23 the Deed & **************** received an email from the Consumer. We responded by phone and email the same day asking the Consumer to contact us by phone to discuss further. We do not show further attempts to contact us. If the Consumer would like to know the options to be released they should contact Deed & Title at *********************.

  Regards,

  Corporate Customer Relations
  

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This time South Tower was built, and they explained to us we needed to buy into South Tower due to the past years in the older resort fees had been ridiculous, each time a renovation was done the owners had to come up with more money on top of the other fees we were already paying. Example: hurricane came thru, owners had to pay ex number of extra dollars, walkway overhead had to be repaired, another expense to owners, buy new furniture another expensive and on and on it went. So disgusted with Spinnaker Resorts we elected to rent our unit and not even try to book a visit. Of course we were told oh yes you can rent your unit, we guarantee you no less than $1200.00 for the week another lie. You could never have Spinnaker rent your unit in May, June, July, only August. They tell you upfront when you call that August is the only month and they give you dates in August you rent....Here we are now in 2021, getting phone calls to attend a Spinnaker meeting in ******** **, oh we are giving you a free meal, $50.00 gift certificate, high pressure again. You need to attend this meeting big changes are coming to Spinnaker and the changes will benefit our owners, you need to hear this,( another lie) so we go.Oh, we did have a nice meal and some guy gave a brief presentation on Spinnaker. And then here comes a salesman to each table. Suckered again, the salesman proceeds to tell us why we need to buy in ******* **. Salesman goes into this long sales pitch about how if something happen to my husband I would still be held responsible for the depth at ************, *** had passed new law and taxes were going to double for resort owners, talked about liens ** would put on our home if my husband passed and I could hire attorney but it was ** law, this went on and on for two hours.

  Customer response

  01/30/2024

  Spinnaker Resorts
  35 ************.
  ***********, ** *****

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I entered a Hallmark vacation contest online and somehow ended up talking with a representative from Spinnaker Resorts. They sold me a 3 night package for *********** and a week package for *******. I put it on my charge card. They said I had a year to use it. I called multiple times to try to schedule it and they kept hanging up on me I think because I am retired. They gave me no goods or service or stay for my 279$I gave them a year before deciding to report it because it was good for a year but they refused to refund my money or provide as promised vacation rental. 11/23/22 to 11/23/23 was the year. Buyer beware. Not happy with Hallmark for putting me in that pressure sales position either!

  Business response

  02/02/2024

  BBB#********
  CID1770241
  
  Thank you for contacting Spinnaker Resorts. We are sorry to hear of your issues but are pleased to let you know that we are issuing you a full refund of the vacation package you purchased. If you have any questions concerning this, please contact our ******************** at ***********************. Thank you again for reaching out to us.
  
  Regards,
  
  Corporate Customer Relations
  **********************
  

  Customer response

  02/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

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

   

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We own Spinnaker. During the presentation we felt very pressured to purchase that day and we did not not want to miss out on something special. They said it was an investment that would grow in value. We found that this is not an investment and the same properties are available for pennies on the dollar. Also the same properties can be rented more cheaply than it costs to own

  Business response

  11/08/2023

  BBB #********
  ********

  
  We previously received and responded to this Consumer’s complaint in May 2023. At that time we advised that in our estimation the claims can best be summarized as release from obligations due to buyer’s remorse.  The Consumer claims that they were told it was an investment that would grow in value however we find those terms were properly disclosed within the contract documents that you signed and acknowledged. Attached with this response are those documents we feel most directly address the allegations and we have highlighted the pertinent passages for ease of reference.  Please note that the signatures and/or initials affixed to these documents indicate acknowledgment and acceptance by all parties of the information contained therein.

  
  Based on the foregoing, their concerns were forwarded to the loan department however the Consumer did not accept offers of resolution made by the loan department. If the Consumer is interested in discussing any options they may have we suggest contacting the loan department at ************ option 2. If they need assistance in utilizing their ownership they may call our Owner Services department at ***** ********.
  Regards,

  
  Corporate Customer Relations

• Initial Complaint

  11/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was misled by the sales team and subjected to high-pressure sales tactics, resulting in a purchase that has not lived up to the promises made during the presentation. The sales team painted a rosy picture of owning a timeshare, assuring me that I could use it anytime and anywhere I desired. Specifically, I mentioned my preference for *****************, *******, and was told that I could indeed visit that location. They also informed me that my friends could utilize the timeshare for a nominal fee of $25. Furthermore, they emphasized that the cost of the timeshare was significantly lower than traditional timeshares, with maintenance fees of only $795 every other year. As an incentive to buy that day, I was promised a free vacation to one of their great locations and a free cruise, along with a complimentary meal for my family. Since my purchase, I have been unable to make any use of the timeshare. Whenever I called to book a room, there were no vacancies or a specific ""booking Windows" that I had to adhere to. Even when I attempted to make subsequent reservations, there were still no availabilities. In some instances, the only option presented to me was the Cottages in ***********, **, despite being informed previously that their company did not own property in the Gulf. I has become apparent that the sales team misrepresented the facts and deceived me into making this purchase. None of the promises made to me have materialized, and I deeply regret placing my trust in your sales team. I was recently informed by Spinnaker Resorts that my account was terminated due to non-payment, yet I am still being held responsible for paying off the loan despite being unable to use the timeshare. They are requiring me to pay them $2000 to release me from the timeshare. It is unjust to demand payment for a timeshare that I have never been able to utilize. Their company has failed to fulfill the promised accommodations has left me no choice but to seek release.

  Business response

  11/09/2023

  BBB #********

  SR583495

  We received a complaint letter earlier this year from the Consumer. The Customer ******************** attempted to contact the Consumer several times to discuss but were unsuccessful. From her complaint it appears there is a misunderstanding on how to use the secondary exchange benefit which allows you to exchange your time with other resorts world-wide. We had hoped to assist the Consumer in learning how to use those benefits but again, were unable to reach them.

  Because of the lack of communication we had to close interest in the matter. Thereafter, on or about August 1, 2023, the Consumer's contract was terminated due to non-payment.

  In speaking with the loan department today, they have agreed to stop all collections and remove any negative credit reporting. The Consumer will be fully released from all obligations.

  We are sorry that it came to this conclusion, however we feel it is in the best interest of all.

   

  Regards,

  Corporate Customer Relations

   

*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. ↩