Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/17/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are filing this formal complaint to share our ongoing and unresolved concerns with Smugglers Notch and to request immediate assistance in canceling our timeshare contract for the Sycamores 2-Bedroom Unit Y47, Week 27. Over the past two decades of ownership, we have faced numerous challenges with the timeshare, including its lack of flexibility, diminishing value, and increasing financial burden. Despite our repeated efforts to communicate these issues and seek a resolution, Smugglers Notch has consistently denied any assistance or taken responsibility for addressing our concerns. Even after thoroughly reviewing the details of our grievances, the company has refused to offer any meaningful solutions or cancellation options, leaving us feeling ignored, dismissed, and unsupported. We have not used the timeshare in years due to its impracticality and the additional costs associated with trying to make it usable, such as converting it to RCI points. The mounting maintenance fees and lack of value have made it clear that this timeshare no longer meets our needs, and we are left with no choice but to pursue cancellation. After years of frustration and financial strain, we believe we more than deserve the opportunity to cancel this contract. We demand that Smugglers Notch take accountability for their lack of action and have a representative reach out to us promptly with clear and fair cancellation options to resolve this matter amicably.

  Customer Answer

  Date: 09/29/2025

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 09/30/2025

  September 30,2025
  
  Better Business Bureau
  5 Mt. *******************************
  *************** 01752-1927
  
  RE: ***** ******* Complaint #********
  
  To Whom It May Concern:
  
  First and foremost, we appreciate the Shapiros reaching out to you. They have also been in direct communication with Smugglers Notch Resort.
  
  We have been in contact with the Shapiros since their initial outreach on July 14, 2025. We believe that Smugglers has provided them with the necessary information and tools to move forwardwhether by selling through a third party, utilizing the owner-to-owner rental program, or opting for a monthly maintenance fee payment plan in place of bi-annual payments.
  
  Additionally,Smugglers Notch Resort offered a take-back program for owners from 2017 through 2024. Unfortunately, the Shapiros did not inquire about or participate in this program, which has since been discontinued.
  
  To clarify, the property owned by the ******** is deeded real estate. As such, they have the option to sell it independently or through a private broker.
  
  Please do not hesitate to contact us if you require any additional information.
  
  Kind regards,
  *** *******
  Executive Administrator
  
  

  Customer Answer

  Date: 10/05/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  We reject the response from this company. This response references tools such as third-party resale, owner-to-owner rentals, and payment plan options, none of which address our actual request for a clear and responsible way to exit our ownership. These suggestions place the burden entirely on us, despite your knowledge that the resale market for timeshares like ours is virtually non-existent and these options simply prolong our hardship. While our ownership is deeded, that designation does not absolve the company of responsibility, nor does it prevent you from offering and facilitating a straightforward deed-in-lieu or surrender processsolutions well within your capacity and which you have offered to others in the past, as evidenced by your ******** take-back program. The fact that this program existed demonstrates not only the feasibility but also the precedent for accepting properties back, and its closure should not bar you from providing reasonable relief now. We have endured years of mounting maintenance fees, inflexibility, and diminishing value, and our repeated outreach for meaningful resolutionespecially after incurring additional costs to attempt usability through *** conversionshas yet to be met with an actual solution. We demand that this company stop invalidating our concerns and instead address them responsibly. Have someone reach out to us with the paperwork needed to cancel our ownership. Thank you 

  

  Business Response

  Date: 10/09/2025

  Thank you for your message. We understand and acknowledge your concerns regarding the challenges youve encountered with your ownership and the efforts youve made to find a resolution.
  
  We recognize that options such as third-party resale,owner-to-owner rentals, and payment plans may not meet every owners expectations, and we sincerely regret that these solutions have not aligned with your needs. However, at this time, we are not able to offer a deed-in-lieu or surrender option for your ownership.
  
  While past programs, such as the take-back initiative referenced, were available to our club owners under specific terms and during defined timeframes over the past nine years, the conclusion of that program does not obligate us to continue offering similar options, though we understand how it may feel frustrating in light of your current situation.
  
  That said, our ************** team remains committed to assisting you in exploring all currently available options to help reduce hardship where possible.
  
  We appreciate your continued patience and thank you for taking the time to share your perspective.

  Regards,

  *** *******

  Executive Administrator

   

  Customer Answer

  Date: 10/13/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****