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:11/05/2024

  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.

  This Business is refusing to refund a reservation in full.

  Business Response

  Date: 11/19/2024

  Good morning, Mr. **** Basche 

  On Nov 6th, 2024, 5:45 AM, we did give you a full refund.

• Initial Complaint

  Date:08/28/2024

  Type:Facilities Issues
  Status:

  ResolvedMore 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.

  Made reservations online through hotels.com. We got there, checked in and the room stank something terrible. The quality of the room was poor (The room had a horrid smell like a gas station that had been frying greasy food for years, the blinds were sagging, the bed board was scratched up and felt extremely dirty) so we asked to get switched around. The person was new so we were working with her to find something. After they tried to get some help we ended up getting a place somewhere else. We asked for refunds from the hotel through hotels.com but are telling us that oakridge would not refund our money.

  Customer Answer

  Date: 09/03/2024

  We finally got our incidental deposit back.  Thank you for your time.

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

• Initial Complaint

  Date:06/26/2024

  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 to seek assistance regarding a problematic situation with a timeshare that has remained unresponsive to repeated communications. This timeshare was initially acquired as a shared dream between my late wife and myself. Regrettably, following her passing, the emotional and financial strain of maintaining this property on my own has become unbearable. Fond memories have now turned into constant reminders of loss, adding emotional distress to the already heavy financial burden.Adding to these difficulties, I am grappling with severe lower back pain, rendering me incapable of traveling or making any use of the timeshare. This medical condition, corroborated by a note from my doctor which I have on hand, has further impaired my usage of the property and deepened my need to dissolve this agreement. Despite my circumstances and numerous attempts to reach out for a resolution or guidance on how to proceed with terminating my contract to alleviate these burdens, I have been met with a consistent lack of response. It is with a heavy heart and after much deliberation that I turn to your office for assistance.My aim is to graciously end the contract with the timeshare and relinquish all associated financial obligations, as continuing this arrangement is untenable. I genuinely appreciate your attention to this sensitive matter and earnestly look forward to your support in navigating this difficult period. Your intervention would be invaluable in helping me close this chapter and move forward.

  Business Response

  Date: 07/10/2024

  Good afternoon,

  I'm terribly sorry for the experiences that you have had. We are running the deed back program and I would love to assist you.

  please reach out to me. 

  My email is *****************************************

  My phone number is ************

  I'm here Monday -Friday 8am-8PM

  Office Administrator

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

   

• Initial Complaint

  Date:06/06/2024

  Type:Sales and Advertising 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.

  During the sales presentation, we were informed that the product offered was a vacation club, not a typical timeshare, and were assured of the flexibility to cancel at any timebeyond the initial 5-day ******. This portrayal, we later found, was grossly inaccurate, especially when we were blindsided by the existence of a maintenance fee, a significant detail omitted during the presentation. Given our status as retirees on a fixed income, accepting such undisclosed financial obligations is untenable.Our dissatisfaction stemmed not only from financial concealments but from unmet promises regarding the utility of the timeshare. Despite assurances of easy booking with numerous hotel chains and resorts nationwide, our $6,000 investment has yielded nothing in terms of actual bookable options. This is particularly disheartening, considering our explicit expressions of dissatisfaction with our current timeshares and assurances received that Oak Ridge Resort would offer a different and more satisfying experience.Upon seeking to cancel our purchase and request a refund, we were met with staunch refusal, citing our lapse from a grace ****** we were never told could not be extended beyond the misrepresented terms. Instead, we were presented with financially burdensome options that do not address the core issue of having been misled.This situation transcends mere buyer's remorse; it is a matter of being deceived into a financially and emotionally draining contract based on falsehoods. We insist on the cancellation of our purchase and a full refund, as continuing under these conditions is both unreasonable and unjust.Given the severity of these accusations and the potential for them to constitute unlawful business practices, we urgently request that the Better Business Bureau conduct a thorough investigation into Oak Ridge Resort's sales tactics and contractual obligations.

  Business Response

  Date: 07/11/2024

  Good morning, 

  After reviewing your contract, it is clearly stated on the Member Purchase Agreement document page 3 paragraph 8.1 Maintenance Fees.

   

  " You understand and agree that Seller is empowered to Ivy and collect Maintenance Fees in accordance with the Vacation Membership Plan for Resort management and maintenance expenses, and that the amount of the Maintenance Fees each year may vary. Maintenance Fees include both Maintenance Fees and other Fees as described in the Vacation membership plan. The Basic Maintenance Fees are intended to cover anticipated annual cost associated with the vacation Program, including for maintenance of the Resorts, and may not be increased more than 7.5% per year. Special Fees, which may be levied under certain limited circumstances as further set forth in the program documents. Maintenance Fees shall be due and payable to the seller prior to your use and occupancy of a resort accommodation."

   

  We do offer a program to get you out of the contract. Please feel free to reach out to me with any questions or concerns 

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

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

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

   

   

• Initial Complaint

  Date:10/10/2023

  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.

  offered a free stay for two nights along with one meal and tickets to a show in exchange for attending the sales meeting. We were told that the meeting would only last 30 minutes, but it went on for over an hour and the representatives were very pushy in their approach.During the sales pitch, we were convinced that investing in the timeshare would be a great opportunity, and we were assured that we could sell or rent it out anytime. However, we soon discovered that this was not true. We could only use the timeshare on even-numbered years, and when we called to set up an appointment to use it for the next three weeks, we were told that we couldn't do that. Another issue we encountered was regarding the involvement of our family members. The sales representatives told us that our family members could also use the timeshare, but when we tried to make arrangements for our family to use it, we were refused because we were not with them. This has caused inconveniences for us, as we don't want our family to be strapped with the maintenance fees that are going up every year. The sales representatives did not discuss the maintenance fees with us during the presentation. While we did sign something about the maintenance fees, we were told not to worry about it as they wouldn't bother us. However, we were not aware that these fees would increase every year. Finally, we were told that we could accumulate weeks and use them for up to 2 weeks at a time. But when we called and asked about this, we were told that we could not build-up our weeks. All these issues have caused significant inconvenience, frustration, and financial burden for us. We were misled and coerced into buying a timeshare that doesn't meet our needs and expectations. We request that this company take immediate action to address these issues and provide us with a satisfactory resolution.

  Business Response

  Date: 07/10/2024

  Good Afternoon, 

  I apologize for the bad experience. We have made changes in the sales department; however all contracts are sent with new members, and the rescission period is clearly stated. We would be happy to assist you in one of our deed back programs if ownership is no longer wanted.

  Please contact us so we can help with the process.

  ******************;

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

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

• Initial Complaint

  Date:08/10/2023

  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.

  I was initially enticed by a $200 cash offer to attend a presentation. While attending this presentation, the representatives repeatedly assured me that I could utilize one bedroom every year or two bedrooms once a year, a selling point that was emphasized to convince me to buy into the timeshare. The sales process was high pressure and extensive, lasting between 2 to 3 hours. Even after expressing my disinterest, multiple salespersons were sent to persuade me into purchasing the timeshare. These persistent pressure tactics created an uncomfortable atmosphere and left me feeling cornered. After succumbing to the pressure and making the purchase, I encountered further complications. I was unable to make a reservation as the reservation numbers were constantly being changed and redirected to different companies. Each time I called, I was told to contact a different number, causing unnecessary confusion and inconvenience. Additionally, due to unforeseen circumstances, I underwent a job change that resulted in a significant loss of income. This has put me under immense financial strain, making it extremely difficult to keep up with the mortgage payments. In light of these circumstances, I reached out to The Branson Club seeking a potential solution or way to end my ownership. However, I was told there were no cancellation or termination options available for Oak Ridge at Branson, a decision apparently made by the board of directors. I find this situation completely unacceptable. Not only have I been misled and pressured into buying a timeshare that I do not need, but I am now stuck with a financial obligation that I can no longer afford and have no way out of.

  Business Response

  Date: 08/10/2023

  Dear *** ******, I have just received your complaint to the BBB, and I understand your situation. Before, I can further comment, I will need to look up your file, and review the purchase that you made. Please give me a couple of days, and we will respond accordingly.

  Thank you.

   

  Michael Heller

  Customer Answer

  Date: 08/15/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  *** *******
  
  I look forward to hearing back regarding your review of my file.
  
  Sincerely,
  
  *********** ******

• Initial Complaint

  Date:12/08/2022

  Type:Sales and Advertising 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 were offered a 4 day-3 night vacation in exchange for our attendance to a 90 minute presentation. We explicitly stated at the beginning of the presentation that we did not want to purchase a timeshare under any circumstances. The sales representatives assured us that they were not selling timeshares, they were selling vacation plans. The fact that there were maintenance fees with the purchase were never mentioned. We were advised that there was a membership fee of $250 annually that would never increase. After a grueling presentation we finally succumbed to the pressure and agreed to a vacation plan. After our unsuccessful attempts to make reservations after our purchase, we learned that we did not have 2 weeks per year to vacation. Our contract stated that we could vacation 1 week every other year on even years only. This is when we realized that this was a timeshare. We were lied to and manipulated into thinking that this was something it wasn’t. This company provided us with false information to convince us to make a purchase. We have paid our contract in full for the amount of $20,395 plus two years of membership fees totaling $500. We have not used this timeshare. We need our ownership terminated and a full reimbursement for all we have invested thus far since this product was misrepresented to us.

  Business Response

  Date: 12/28/2022

  We as The Branson Club of which Oak Ridge represents one of our resorts, is clearly a timeshare; registered as such – is apparent in all relevant and legally required closing documents reflect this status – as well followed up within our verification process, which all purchasers go through, sign off on and provided to Mr. ************ at closing. Additionally, the customary and industry colloquialism of the maintenance fees as well as the regulatory requirement of disclosure at time of purchase is fully apparent within the closing documents. Said documents are again provided to all purchasers including Mr. ************

  With respect to whether a maintenance fee will rise over time – again this subject matter is specifically, identified and addressed in our closing documents again provided to Mr. ************ during the closing and verification process.

  With respect to vacationing every year – Mr. ************ can do so. The product and inventory were offered, as it always is, and which he purchased, was a lock out unit which permits, if he elects to split the rooms – to travel annually- This is how the product in question is offered – sold and verified with the new owner.

  I am hopeful that the above stated response adequately answers any and all concerns. Should you require any additional information kindly advise.

  Very Truly Yours,

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

  Customer Answer

  Date: 01/04/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  

  This response does not address our concerns. We relied on what the sales rep told us we were purchasing at the time, and the paperwork was gone through so quickly that the details he deceived to mislead us on were missed. It is not right to have people selling your timeshares lying just to make a sale. Our concern now is coming up with an amicable resolution to get this out of our name.
  

  
  

  
  Sincerely,
  **** ************

• Initial Complaint

  Date:05/20/2022

  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.

  Credit rating went down due to a report from collection agency for Colonnade OA DBA Oak Ridge, Branson, Mo. The last correspondence I had was from the district attorney's office in missouri stating the Collonade had been foreclosed and shutdown by the bank as owner was stealing all funds. That also shutdown my account with RCI as RCI delisted Colonnade. That was in September 2017. I've not received any type of correspondance from either Colonnade, Oak Ridge or any other company of any type since that time. To the best of my knowledge the property is still closed.

  Business Response

  Date: 05/20/2022

  We are the new management company and have only been managing the resort since February 2022, so I cannot speak to prior communication or lack thereof with the complainant. Mr. ***** is incorrect, however, in that the Colonnade is not shut down. Owner has not paid his assessments since 2018. We request that the owner become current on his assessments so that he can once again trade with our RCI partners.

  Customer Answer

  Date: 05/21/2022

  Complaint: ********
  
  I am rejecting this response because:  Many attempts were made to contact Colonnade by phone with messages left and no one every responded. When D. A.s office was ontacted by phone they responded that Colonmade was closed, also contacted county registrar who provided the same information. Never received any invoice or billing for anything from Colonnade through mail or by phone. The Colonnade seems to think I must be claravoyent to know that business had re-opened.  Willing to pay maintenance fees but not billing for unknown time it was shutdown. 
  
  
  
  Sincerely,
  
  ****** *****