Complaints

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

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  Riverview Resort

  37 Neptune Ln S Yarmouth, MA 02664-5102

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  Riverview Resort

  PO Box 399 Bass River, MA 02664-0399

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:06/24/2024

  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.

  This as a formal complaint against Riverview Resort. I have reached out to this resort about canceling my contract and it constantly falls on deaf ears. I have endured an extreme amount of financial burdens which I also expressed to them but it seems like it's more important to put customers in debt than to actually care when times get rough. It's been several years since the services were utilized and I have no intention of using them. Instead of being cooperative, they've sent my account to collections which has had terrible ramifications on my credit. My credit is important as it helps to supplement my income. Since purchasing this timeshare my family has grown. Caring for a child has reduced my disposable income and my elderly parents now live with me. I've had to deal with my own series of health issues. I have arthritis in my hips and lower extremities, so I can no longer stand or walk for long periods of time. Travel is basically out the window for me. Honestly, I had no idea what I was getting involved with, but I continued paying the dues for over 20 years. I would not have bought a timeshare if the sale representatives were transparent about the cost and availability. Relinquishing this membership is not optional for me. Please assist!

  Business Response

  Date: 07/05/2024

  Hello,

  My name is *************************, General Manager for Riverview Resort since 2014.  I have read over ******************** complaint and looked into his ownership at Riverview Resort.  I am happy to respond and assume my response will be shared with ****************. 
  *********************** purchased his timeshare at Riverview Resort in March of 1999, with a timeshare deed being recorded with the Barnstable County Registry of Deeds.  **************** was originally owner of unit 5, week 49.  However in October of 2011 he changed ownership to unit 36, week 42,with a timeshare license being recorded with the Barnstable County Registry of Deeds.  All owners of timeshare at Riverview Resort have an obligation to pay the annual assessments, or maintenance fees, as they are often referred to.  **************** made attempts to pay his annual assessments up until 2019.However, in 2020 ****************** balance accumulated beyond the threshold for his account to be placed with a collection agency. Since then **************** has not made any payments and his account balance currently sits at $3,861.59 and is tagged as an uncollectible account (see account with total balance owed attached).

  The only correspondence *** ever received from **************** was an email he sent to ******************************** in October of 2022 (see original email attached). In that email **************** requested assistance in cancelling his ownership,citing financial hardships bringing on this request.  I forwarded ****************** email to *********************************, who works for Riverview Resorts management company, VRI Americas, as Owner Relations Specialist (see email attached).  ********* specific role was to assist resort owners with relinquishing or cancelling their timeshare ownership.  This process included negotiating a settlement with the owner, collecting payment, and drafting and recording the relinquishment document with the Countys Registry of Deeds.  ********************************* responded back to me,stating she emailed the owner after learning the phone numbers on the account were no longer valid (see email attached). The last note on ****************** account is from ********************************* on May of 2023, which states that she spoke with **************** and informed him that if he can pay the balance on the account, she will assist him in relinquishing (or deeding-back) the timeshare, and stated that **************** would call her tomorrow (see account note attached).

  I speak with several owners every year who are in-need of relinquishing or cancelling their timeshare ownership, for various reasons, and I always communicate and assist each and every one of them.  We fully understand and can appreciate that there comes a time when owning timeshare does not work for someone anymore, and we certainly never want the owners final experience with the resort to be a negative one.  I should point out that while I certainly sympathize and appreciate ****************** personal situation, it is not entirely unique, nor does it validate or justify simply abandoning his deeded ownership.  If **************** has additional copies of communication attempts with other individuals or departments with Riverview Resorts management company, VRI Americas, I would be happy to look into why those individuals did not respond.   In addition to ************************** assistance through VRI Americas, I have personally assisted dozens of resort owners directly through Riverview Resort, in successfully ending their ownership.  The stigma that timeshare resorts refuse or are reluctant to help owners get out of their timeshare ownership might be true at some resorts, but at Riverview Resort, it has been my experience over the past 10 years that we have only helped owners who were in-need of assistance.  I am more than happy to speak with **************** and offer him my email address, *************************************,as well as my direct office phone extension, *********************.   

  I also wanted to note that the BBB email we received on Wednesday, 07/03/2024, was the first time hearing about ****************** complaint, even though it appears there were other attempts to reach us.  ******************************** is the resorts general email, found publicly online, and is monitored by our ************ Manager, who forwarded me the email.  However, if the BBB is able to update our business profiles contact information to my email,************************************, that would be preferable, and would ensure that any communication from the BBB reaches me directly.

  Please let me know if I can be of any assistance.

  Thank you,

  *************************, General Manager