Complaints

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• 

  The Colonies at Williamsburg

  5380 Olde Towne Rd Williamsburg, VA 23188-1922

  
• 

  The Colonies at Williamsburg

  4870 Longhill Rd Williamsburg, VA 23188-1571

  

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:04/04/2024

  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.

  In October 2019 we bought a timeshare for ******* and we pay maintenance fees yearly of *****. We were told we could take lavish vacations for only $*** each vacation and have never successfully booked even one time. We were given multiple offers to entice us to purchase and we haven't been able to use them either. We have contacted them on multiple occasions and thier response is they didn't do anything wrong, so they won't help us in any way. I have attatched a letter and supporting documents. Now the price has went up to **** for each booking, not that it matters, we can't book anything anyway. We don't want our children and grandchildren to have to pay for this upon our deaths. This timeshare is financially draining and I believe we were lied to throughout the whole process. We have yet to take one lavish vacation anywhere and this dream I had is now a nightmare. When I think about all the money we have spent on this and got nothing in return, I am just sick. Now we are at retirement age and can't retire with this albatross hanging around our necks. Our contract #******** Thank you in advance for whatever help you can provide. ***** *** ******* *****

  Business Response

  Date: 04/09/2024

  To whom it may concern;
  
  Williamsburg Resorts, Inc. f/k/a
  Williamsburg Plantation, Inc. (“Developer”) is in receipt of the above
  referenced Complaint filed by ******* ** ***** *** ***** ** ****f (the “Consumer”)
  the ****** ******** ****** ** ******* ******* ****** dated April 4, 2024,
  concerning their purchase of their currently owned timeshare interest at *** ******** ** ************.
  
  We have reviewed Consumer’s Complaint
  and the allegations contained therein, as well as Consumer’s file. The
  following is our response to Consumer’s Complaint.
  
  As background information, Developer has
  registered the Resort with the Commonwealth of Virginia Department of
  Professional and Occupational Regulation, which regulates timeshare resorts in
  the state of Virginia. The Consumer Documents used by Developer, including but
  not limited to the Public Offering Statement, comply with the statutory
  requirements of the Virginia Real Estate Timeshare Act. On a daily basis,
  Developer’s managers and supervisors provide on-site training to Developer’s
  sales representatives.
  
  At the outset, I feel it is important to
  point out that Consumers are experienced timeshare owners. In the Complaint, it
  seems that Consumer is writing about one (1) single timeshare interest.
  However, in our review of the records, we found that Consumer initially
  purchased their first timeshare from ******** ******* Resorts in 2005 and then
  upgraded their ownership fourteen (14) years later. Below is the history of
  transactions and purchases by Consumer:
  
  On October 3, 2005, ******* ** ***** *** ***** ** ****f entered in to Contract No. ****** *** *** ****** with ***** ******* *********** (“Lando”) to purchase one (1) timeshare interest, Assigned Unit Week No. 24 with Biennial Odd Year Usage at ******** ******* Parkway (the “1st Timeshare”). Lando provided Consumer with the purchase money financing for the 1st Timeshare. Consumer satisfied their payment obligation on the 1st Timeshare to Lando on or about December 17, 2012. All of the equity paid to Lando for the 1st Timeshare ************ was transferred and credited to Consumer for the purchase of their Current Timeshare.
  
  On October 16, 2019, Consumer entered in to Contract No. 5520586 with Developer to purchase one (1) timeshare interest, Assigned Unit Week 49 at *** ******** ** ************ with Annual Usage (the “Current Timeshare”). Developer provided Consumer with the purchase money financing (the “Loan”) for the Current Timeshare. Consumer made forty-five (45) Loan payments to Developer until they ceased making payments on or about September 5, 2023. Consumers remain delinquent on their payment obligation to Developer for the Current Timeshare at this time.
  
  With each transaction, Consumer was entitled
  to and received the statutory right to cancel along with a copy of all the
  documents that they signed. The statutory right to cancel was clearly and fully
  disclosed to Consumer at the time of each purchase. We have no record of
  Consumer delivering any notice or request for cancellation within any of the
  applicable right to cancel periods.
  Consumer alleges that the terms of the
  transactions were not presented to them properly and that they were subjected
  to “high pressure sales tactics”. We deny these allegations. Developer and its
  sales representatives exercise great care in educating each prospective
  purchaser about what they are purchasing. The closing process is divided
  between a Sales Representative and a Verification Officer. This split process
  is deliberate and serves to eliminate any possible confusion consumers may have
  regarding their purchase. Developer makes a concerted effort to assure that
  each prospective purchaser makes an informed and educated decision as to
  whether or not to purchase. With each transaction, all of the terms, fees and
  costs associated with the purchase are documented in writing for mutual
  protection. Consumer was not coerced
  or pressured to do anything; they were under no obligation to enter in to either
  of their purchases. Consumer could have walked away from the sales presentation
  and closing or simply decline the offer to purchase at any time of their
  choosing. With each contract, Consumer participated in the entire sales and
  closing process and had the full opportunity to ask any and all questions
  before signing any documents and making any payments. We have attached a copy
  of the documents that Consumer signed and received on the date of their current
  ownership which refute the baseless allegations that are now being made.
  
  Consumer alleges they have never been
  able to use their Timeshare Ownerships. We don’t understand or agree with this
  allegation. Under our reservation system, an Owner has up to thirty (30) days
  prior to their “Assigned Week” to reserve the use of their Timeshare Ownership.
  Thus, if Consumer wanted to use either of their Timeshare Ownerships, they
  could simply contact the reservation department thirty (30) days before their
  scheduled Assigned Week and reserve their unit. Please note, as a condition to
  using their Timeshare Ownership, an Owner must be current on their maintenance
  fees due to their Association.
  
  Additionally, Consumer also has the option of depositing
  their Timeshare Ownership with Resort Condominium International (“RCI”), an
  exchange company. RCI is the largest exchange company in the world. RCI does
  have certain procedures for depositing and exchanging timeshares. In order to
  exchange, an Owner must be current on membership fees with RCI. RCI’s customer
  service department can assist Consumer with any questions concerning the RCI
  exchange program. Consumer may contact RCI directly at: RCI Weeks
  *************** *** ****** *************** or via their website at ************ RCI’s website also offers the
  ability to “Chat” with a Vacation Guide online and email questions, comments or
  suggestions directly to RCI.
  
  It was disclosed to Consumer at the time
  of purchase that all exchanges are handled by the exchange company and are
  always subject to availability however availability at any given resort is
  constantly changing. Consumer is able to successfully utilize or exchange their
  assigned Timeshare Ownership weeks if they are flexible and understand how the
  program works. If Consumer would like personal assistance in booking any
  reservations or exchanges, a Concierge Specialist is available to provide them
  with personal assistance.
  
  We do not understand Consumer’s concern regarding their children
  and grandchildren having to pay for their Timeshare Ownership after their
  death; this is simply not true; we do not know where they received this information
  from. It seems
  that Consumer may have been misinformed on this matter however there is no
  truth to the claim that Consumer’s family members will be required to assume
  responsibility for their Timeshare Ownership. Upon Consumer’s passing, their
  Timeshare Ownership will not be transferred to their children or grandchildren
  unless they choose to assume ownership voluntarily.
  
  If Consumer is experiencing any
  financial or medical hardship, they may be eligible to receive hardship
  assistance. Owner hardships are evaluated on a case by case basis and if an
  Owner provides adequate proof of hardship. If Consumer would like more
  information regarding hardship consideration, they may contact me directly via
  email: *****************************
  
  We are committed to providing great
  customer services and assisting all owners to realize the full benefits of Timeshare
  Ownership. If Consumer would like any assistance, we welcome the opportunity to
  speak directly with Consumer. Our Concierge Service
  Department is available Monday through Friday from **** **** ** **** **** EST
  and may be reached toll free at ************** or by email at: Concierge@***************************
  
  In closing, Developer stands behind its
  product and procedures. Contrary to Consumer’s unfounded and untimely allegations,
  there simply isn’t any evidence of misrepresentation or wrongdoing on the part
  of Developer that would warrant the cancellation of the Contract.
  
  Please do not hesitate to contact me directly
  if you have any questions or need any additional information.
  
  Sincerely,
  **** ** ****
  Corporate Relations Manager
  

• Initial Complaint

  Date:01/16/2024

  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 writing this BBB complaint to express my deep dissatisfaction with the services provided by The Colonies at Williamsburg. As an owner, I can no longer bear the burden of this timeshare and I want it to be known that I have reached my breaking point.
  First and foremost, let me address the issue of unfulfilled promises. When I initially invested in this timeshare, I was lured by grandiose claims and assurances of unforgettable vacations. However, the reality has been far from what was advertised. Every time i attempt to book a vacation, there is never any availability. It seems as though the promise of a dream getaway is nothing more than a cruel joke.
  Adding insult to injury, the process of terminating my ownership has been an absolute nightmare. Despite numerous attempts, the timeshare company holds on to us like hostages, refusing to release us from this suffocating contract. It is infuriating to see how they trap customers and make it nearly impossible to escape their clutches.
  Moreover, when we did manage to utilize our timeshare, the units were in a state of disarray. Maintenance was sorely lacking, with even basic necessities like properly maintained frying pans missing. It is unacceptable to pay for a service that fails to uphold the most basic standards of cleanliness and upkeep.
  It is time for The Colonies at Williamsburg to be held accountable for their false promises and lackluster service.

  Business Response

  Date: 01/31/2024

  Re:       Consumer
  * ***** ** **** *** ******** ** ****
  BBB Compliant ID
  No. ********
  Our Contract No.
  *******
  
  To whom it may concern:
  
  ************ ******** **** formerly
  known as ************ *********** **** *“Developer”) is in receipt of the above
  referenced Consumer’s Complaint dated January 16, 2024 to the ****** ******** ******* *oncerning their purchase of a time-share ownership interest at W*********** ********** ***** ** *** ***** ** ******** ******* ** ************ **** *********** ************ ** ********* *** *** ***** ** ********** ** **** *******
  
  As background information, ********* *** ********** *** ****** **** *** ************ ** ******** ********** ** ************ *** ************ *********n, which regulates time-share resorts in
  the state of Virginia.  The Consumer
  Documents used by Developer, including but not limited to the Public Offering
  Statement, comply with the statutory requirements of the Virginia Real Estate
  Time-Share Act. On a daily basis, Developer’s managers and supervisors provide
  on-site training to Developer’s sales representatives.
  
  We have reviewed Consumer’s Complaint
  and the allegations contained therein, as well as Consumer’s file. The
  following is our response to Consumer’s Complaint.
  
  We feel it is important to point out
  that Consumers are experienced Time-Share owners. Our records indicate the
  following:
  
  On March 29, 2009, Consumer entered into an agreement with Developer for the purchase a time-share interest known as Week 48 with Even Biyearly Usage of a ************ ***** at The Colonies at Williamsburg under Contract No. ******* Developer provided Consumer with a loan in order to finance this purchase.
  
  On January 9, 2010, Consumer elected to upgrade by entering in to an agreement with Developer for the purchase of a time-share interest known as Week 18 with Yearly Usage of a Commonwealth Villa at The Colonies at Williamsburg under Contract No. ******* With this purchase, Consumer received a credit in the amount of ********* from Developer. The amount credited by Developer represented the equity paid by Consumer under Contract No. ******* *eveloper provided Consumer with a loan for the balance of the purchase price.
  
  On October 20, 2018, Consumer elected to upgrade their time-share ownership by entering in to an agreement with Developer for the purchase of Week 34 with Even Biyearly Usage and Week 17 with Odd Biyearly Usage (creating a Yearly Time-Share Estate) of a Jamestown Unit at Vacation Village at Williamsburg under Contract No. ******** With this purchase, Consumer received a credit in the amount of ********** from Developer. The amount credit by Developer represented equity paid by Consumer to Developer under Contract No. ******* Developer provided Consumer with a loan for the balance of the purchase price (the “Loan”). Consumer has made sixty-two (62) Loan payments to Developer and is current on their Loan payment obligation to Developer at this time.
  
  With each transaction, Developer and its
  sales representatives exercised great care in educating Consumer about what
  they are purchasing. With each transaction, the closing process was divided
  between a Sales Representative and a Verification Officer. Our split process is
  deliberate and serves to eliminate any possible confusion consumers may have had.
  Additionally, we make a concerted effort to assure that each prospective
  purchaser makes an informed and educated decision as to whether or not to
  purchase. All of the terms, fees and
  costs associated with each purchase are documented in writing for mutual
  protection. Consumers participated in the entire sales and closing
  process on multiple occasions; they also had the full opportunity to ask any
  and all questions before signing any documents and making any payments. We have
  attached a copy of the documents that Consumer signed and received on the date of
  their most recent purchase which refute the allegations that are now being made
  after more than fourteen contiguous years of time-share ownership.
  
  Furthermore, with each purchase, Consumer
  was entitled to and received the statutory seven (7) day right to cancel. This
  right to cancel is disclosed within the Contract for Purchase and Sale that
  Consumer signed and received on the date of each purchase; an executed copy of
  the most recent Contract is attached for your reference.
  
  Consumer alleges they have been
  unsuccessful in utilizing their Time-Share Ownership due to lack of availability.
  Under our reservation system, an Owner has up to thirty (30) days prior to
  their “Assigned Week” to reserve the use of their Time-Share Ownership. Thus,
  if Consumer wanted to use their Time-Share Ownership they could simply contact
  the reservation department thirty (30) days before their scheduled Assigned
  Week and reserve their unit. Please note, as a condition to using their Time-Share
  Ownership, an Owner must be current on their maintenance fees due to their Association.
  
  Additionally, Consumer also has the
  option of depositing their Time-Share Ownership with Interval International
  (“II”), an exchange company. In order to exchange, an Owner must be current on
  membership fees with II. II does have certain procedures for depositing and
  exchanging time-shares. II’s customer service department can assist Consumer
  with any questions concerning the II exchange program. Consumer may contact II
  directly at: ************** **************** or via website at: www.intervalworld.com.
  
  It was disclosed to Consumer at the time
  of each purchase that all exchanges are handled by the exchange company and are
  always subject to availability however availability at any given resort is constantly
  changing. Consumer is able to successfully utilize or exchange their assigned Time-Share
  Ownership week if they are flexible and understand how the program works.
  
  While we do not agree with the untimely allegations
  and unfounded statements that are now being made, we stand firm in our
  commitment to providing great customer services and assisting all Owners to
  realize the full benefits of Time-Share Ownership. If Consumer would like any guidance
  or assistance in making their next reservation or exchange, we welcome the
  opportunity to speak directly with Consumer. Our
  Concierge Service Department is available Monday through Friday from 8:30 a.m.
  to 6:00 p.m. EST and may be reached toll free at ************** or by email at: *************************************
  
  Once again, we apologize for the delay
  in responding to this matter. Please do not hesitate to contact me if you have
  any questions or need any additional information.

  **** ****
  Corporate Relations Manager
  Williamsburg Resorts, Inc.
  **** **** ******* **** *********
  **** *********** ******* ***** 
  **** ************ **** ***
  **** ************
  ****** ****************************

  Customer Answer

  Date: 02/08/2024

   
  
  Complaint: ********
  

  The facts stated in this response do not change my desire to terminate the timeshare with Colonies at Williamsburg.. We will not allow your company to hold us hostage to something we no longer want or are dissatisfied with.

  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 02/14/2024

  Thank you for sending
  us the follow-up communication from the Consumer. The communication
  from the Consumer along with the file for the Contract at issue has already
  reviewed and a comprehensive response has already been issued. Our position remains unchanged.
  
  The Contract that Consumer executed and entered into with Developer is valid and remains
  legally binding as are all of the documents that were executed in connection
  with the purchase. Consumer’s right to cancel
  was disclosed to the Consumer on the date of purchase. After more than five (5) years of ownership, Consumer no
  longer has the right to unilaterally cancel the transaction.
  
  There is great value and benefit to their Timeshare Ownership, and we
  remain ready, willing, able and eager to assist them in utilizing the many
  benefits available to them. Once again, we welcome the
  opportunity to guide Consumer directly; our Concierge Service Department is available Monday through Friday from 8:30 a.m.
  to 6:00 p.m. EST and may be reached toll free at ************** ** ** ***** *** ************************************
  
  In closing, Developer has
  already reviewed this matter and continues to stand firm in its position of no
  wrongdoing.

  
  Best regards,
  **** ** ****
  ********* ********* *******
  
  **** **** ******* **** *********
  
  **** *********** ** *****

  Email: ****************************

• Initial Complaint

  Date:01/04/2024

  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.

  Reference transfer of timeshare ownership *******************
  The transfer deed has been processed and recorded and submitted to the Colonies for processing. My title company submitted the recorded deed in November 2023 for processing. I do not understand why its taking so long to simply update my timeshare in my daughters name. Please advise..

  Business Response

  Date: 01/11/2024

  We have no record of a deed transfer. 

  Business Response

  Date: 01/30/2024

  Please email the deeds to:  *******************************

  After they receive the deeds they will be in contact with you if they require any additional information.  Thank you.  

• Initial Complaint

  Date:11/15/2022

  Type:Product 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 booked a reservation at The Colonies at Williamsburg from 11/6/22-11/9/22. We brought our dog and were charged a pet fee of $**** This pet fee is to cover cleaning upon our departure, as confirmed by the attached email, and is a separate feed from any booking/reservation fee. We were also told that because we were only staying 4 nights, we would be charge an additional $** cleaning fee (for short rentals). This fee is not related to having a pet in the room. Were were therefore charged two separate cleaning fees, totaling $***. We believe this is an unfair business practice and that there were not in fact two necessary, separate cleanings performed on our room upon departure.

  Business Response

  Date: 12/14/2022

  **** ****

  The Colonies at Williamsburg is a Timeshare Resort and the bulk of our business is week long stays, seven days.  Our budgets are based upon yearly maintenance fees that include the cost of one cleaning of the condominium per seven days.  There is a points program available thru **** ****** ************ ************* that allows you to split up your seven day and travel to different Resorts within your seven day time share ownership. 

  Therefore,  it is entirely possible that when dealing with short stay *** Points to have multiple *** Point reservations in the unit within that same seven day period.  Again, the yearly maintenance fee budget is based on to include only one cleaning per week.   This information is on the RCI website for *** points which states additional housekeeping fees may apply.  It is the RCI member's responsibility to understand all the different services and fees that each individual Resort may or may not include or have in place. 

  The Colonies at Williamsburg is a limited Pet Friendly Resort.  (only certain number of rooms are designated as pet friendly)  RCI website does instruct the members who wish to reserve a pet friendly unit to call the Resort to confirm availability before confirming their booking thru them.  The additional Pet fee is charged as there are extra cleaning services involved after the guests depart.  Such things as pest control spraying for fleas and ticks, shampooing of carpets and upholstery and hair removal prior to the next guest checking in.  These additional "Pet Fees" are also noted on the RCI website. There are no wrong business dealings involved here but perhaps the guest did not research the policies which are available to them. 

  If you have any questions please feel free to contact me directly.  My name is James ****** and I am the General Manager at the Colonies at Williamsburg and this type of complaint falls under my responsibility to respond to and is the reason that Scarlett ********* forwarded this complaint to me.  Below is my contact information should you have any additional questions or information needed.  

  Thank you,

  James ******

  General Manager

  The Colonies at Williamsburg Resort

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

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

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

  Customer Answer

  Date: 12/15/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  We did call the resort to discuss the pet fee prior to our stay.  We fully expected to pay this fee.  It was known at this time that the stay was less than a week and there was no mention of a 'short stay' cleaning fee in addition to the pet cleaning fee.   We were told of this 'short stay' cleaning fee only upon completion of the check in process.  Again, we are being charged twice for cleaning the room.  Surely, they are not actually cleaning the room two times upon our departure.  Again, I propose that this is an unfair business practice and only the pet fee should apply.  
  
  
  
  Sincerely,
  
  
  
  Brian ******