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:03/20/2025

  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.

  I represent 50+ owners of Lost Valley Lake Resort. It is NOT a timeshare. The Owner and Board of Directors (***) refuse to have the quarterly Owners Meetings available via televideo, or even just audio. Minutes of last Owners Meeting on Jan 11, were posted 7 weeks later. Next meeting is March 8. No asking timely questions!!!. The *** stated, anyone can email us at any time. The email addresses were not posted on the website, as they stated until after repeated requests after the Jan 11 meeting. Owners have been asking for *********/audio for many years. Last response from the Chair of the *** response Regarding video the owner meetings, as I have advised in past, the attorney for Lost Valley and *********** Resorts has advised us not to video the meetings. I have placed this issue on the boards agenda to revisit this issue at the next board meeting with the other board members. Well, this has been asked, discussed, and denied many times. No transparancy.50+ owners with me, asking since Jan 11 repeatedly requesting access to televideo/audio for the Owners Meeting. There are over 2000 current owners with paid dues, but the majority is owned by ***/Resorts of American. Current owners cant vote on *** members without LVL/ROA overrule claiming proxy votes. Owners were never requested to vote by *****. Owners have filed 18 BBB complaints since 2022, no records prior.An annual fee is expected to be paid to the Resort. This annual fee has gone up and up since my initial purchase which was 1/4 of annual fee now of $1010 for the ** level and double for Executive owners. In order to sell an ownership, the owner must pay a fee, currently it costs $1700 to transfer the title through ***, plus purchase price. Owners cant give their ownerships away. The public interest in the Resort has declined drastically since I bought an ownership. There is an associate fee of $900/year per adult child to use the resort.Owners want transparancy in communication.

  Business Response

  Date: 03/25/2025

  Live stream/video meeting clarification: *** attorney confirmed company bylaws state it is at the company's discretion in conjunction with the *** as how meetings are conducted.Bylaws require 1 meeting per year which is exceeded as we hold 4 meetings yearly. Owner mtgs are for owners in good standing, video/stream, etc. would not limit to GS nor prevent sharing to various internet platforms or prevent video reconstruction in the age of AI. Located in a rural valley internet connection is not 100% reliable if a glitch occurred during a meeting it would be deemed a conspiracy or planned. *** doesnt have the manpower for the task nor the ability to field questions from live chat. The decision was made by the *** as to how meetings would be conducted.
  
  Majority ownership, voting & proxy: As stated *** is not a timeshare but a *** property. ****** UDI deeds are allowed for the resort property. Each owner has 1/****** share in the usage of the property the balance approx ***** is still owned by MidAmerica Resorts/****** family, the developers of the resort.Declaration of Restrictions, By-laws, Articles of Incorporation state in any voting situation each ownership can vote the # of ownerships they own, same applies to the developer. No overruling of a vote, the developer simply still owns the majority. Anyone interested in purchasing the unsold shares in the company to have the same right is welcome to inquire as they are for sale. Proxy voting as outlined in the Bylaws Article VI Sec 5 states any owner in good standing is entitled to vote in person or by proxy. Any owner that wishes to cast a vote at any election is allowed a proxy, that also applies to the developer. FYI without the ****** family attending a meeting or sending a proxy there wouldnt be an election as there would not be a quorum without their presence.  
  
  Maintenance dues, associate fees & transfers: Ms ******** is a Charter level purchased in 2003 since that time costs of all goods & services have increased significantly, LVL is not exempt from rising costs. Information is relayed in annual year-end letter sent to all owners (attached). Current dues for Charter level $1011.79, Executive level $1179.63, not double ($167.84 addl for condo use privilege & free RV storage). Acknowledgement line #4 in contract outlines maintenance dues & responsibilities as well as ***************** 6 of the bylaws (both attached) states BOD may increase dues as needed. Associate fee,the only time theres a fee is if associate chooses to use the resort without the owner present then a card purchase is required. Fees are not $900 they range by level from $165 to $245 giving same owner privileges.  Transfer fee, owner can transfer their ownership, refer to acknowledgement line #6.Transfer fee is $1,560 $1,596 pending type of deed not $1,700.  Any additional cost arrangement is between the seller and buyer.  100+transfers are typical annually, its a cost-effective way for a family to utilize the resort. Gives accessibility to a 537 acre resort 365 days a year,unlimited camping with sewer, water & electric, 3 swimming pools, hot tub, sauna, ****** sq. ft. rec **** indoor mini golf,arcade, theater, basketball, volleyball, pool tables, shuffle board, planned social activities, stables, ****************, 2 stocked fishing lakes, 3 fishing ponds, a boathouse, etc. Membership also allows camper to camp on property for 21 days a month, with current Charter dues $1011.79 this equates to $84.31 a month or $4.01 per night with all amenities & activities avail seasonally. In todays camping market this is a remarkable value!
  
  Information:the resort has published an info calendar/guide book yearly since the 1980s with phone #s and emails, **** had a customer service email since email was developed, various other emails added including email direct to BOD, 4 in person meetings a year, an end of year letter & financials is sent to each owner in Dec, a maintained owners website & owners ******** page, we encourage sign up for bi-weekly email blasts, all documents & meeting minutes are published on all platforms & copies avail in reservation office. There are multiple avenues for owners to have questions, concerns,comments addressed.

  With the popularity of public online discussions,misleading & misguided information by the owners it does negatively affect interest in the resort that is correct.

• Initial Complaint

  Date:11/02/2024

  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.

  As an 82-year-old member with limited mobility, I have significant concerns. Since my husband passed away in 2017 after a two-year battle with leukemia, managing my finances has become increasingly difficult. The rising membership fees have become unaffordable on my fixed income, with my most recent bill totaling $1,080 for maintenance, which Ive paid every year except now because I cannot afford it. Despite my efforts, I have been unable to use the facilities for over 20 years due to a lack of availability, which is frustrating since I was promised exclusive access when I purchased my membership. I was assured a top-tier experience, but since the fire at the lodge, nothing has been rebuilt, and the onsite condos remain uncleaned.The condition of the campers is poor, and the boats are not well maintained, which does not reflect the quality I was promised. I was informed that my family would have free access to the site, but now Im being charged $200 for access cards, which feels misleading since it's already paid off. It seems like they are finding more ways to extract money from me when the whole point was to save on vacations for my family once it was paid off. Ive tried to sell my membership, but theres been no interest, and I cant maintain it under these circumstances. It's unethical to force me to keep my membership after over 20 years of inactivity while still requiring payment. I haven't had the chance to discuss my concerns, as most of my emails and voicemails went unanswered until I discovered my account was sent to collections without addressing the issues that caused my decision to stop payments. I received one email instructing me to call about my cancellation request in May, but after that, I was ignored,receiving only one voicemail with no further communication in the last five months. If there are no cancellation options, please understand I will report this situation for elder abuse and contact consumer protection agencies.

  Business Response

  Date: 11/21/2024

  To address a few comments listed.The new replacement Lodge began construction in the fall 2004 and was completed shortly thereafter with several amenities including a wedding venue which seats over 200 guests, the lower level is open 9 months out of the year to all owners. All 7 of our condo buildings have received new roofs over the past 3 years as well as flooring, handicapped showers and new furnishings. The only time of year that *** does not have spur of the moment availability is July 4th weekend, however reservations can be made a year in advance with plenty of availability. Throughout the rest of the year the condos are rarely to full capacity. There is no fee for family members to access the resort as long when with the owner, if a family member chooses to stay on the resort without the owner present they are required to purchase an associate card annually.
  
  Lost Valley Lake Resort is a UDI property with a recorded Undivided Interest deed not a Timeshare. The signed Sales Contract includes the acknowledgement page which is explained one by one to the consumer and then initialed and signed by the consumer clearly stating: I (We) understand that our individual interest can be will or sold.*** will not re-purchase or re-sell.
  
  Our IT **** researched both call and email logs for any communications we may have received and responded to from Mrs. ************ Paper statements were mailed to Mrs. *********** on January 1, 2024 March 1, 2024&  April 1, 2024 each listing due amounts as well as the info subject to collections. On May 1 an additional letter was sent with the statement,advising if payment or a transfer is not received or set up within 10 days, account will go to collections. An email was received on 4/19/24 which was replied to the same day with the information including a resale/transfer packet with process information.
  A Voicemail was received on 8/14/24 and 8/15/24 which a call was returned by ****************** on 8/15 that went to VM and a message was left stating the account is currently in collections we can no longer take payment or do anything with the account while it is there. Please contact ******************************* at ************ they would offer a settlement to close the account. This is the cancellation option available other than a transfer to a new owner. Another more threatening email was received on September 16, 2024 requesting the same, however the account is in collections with a solution previously provided.
  
  Our sales office has been closed since March of 2020 to allow current Owners better transferability.A transfer is a cost-effective way for a new owner to purchase. With the increased popularity of camping, weve seen a major increase in transfers to new owners, we process transfers weekly; 2023 we processed over 100 transfers. If an owner no longer has use for their Owner membership, theyre free to transfer it to a new owner. The new owner receives accessibility to a 537 acre resort 365 days a year, unlimited camping with sewer, water and electric plus condo and villas, 3 swimming pools, hot tub, sauna, ****** sq. ft. recreation building with indoor mini golf, arcade, theater, basketball, volleyball, pool tables, shuffle board, planned social activities weekly, stables with ****************, 2 stocked fishing lakes, 3 fishing ponds, a boathouse.just to name a few. After the initial purchase of the transfer the annual maintenance fee is currently $1082.23 to cover upkeep. A membership also allows a camper to camp on property for 21 days a month which equates to $90.18 a month or $4.29 per night all amenities and activities available. In todays camping market this is a remarkable value. After 40 years, unfortunately, our operating costs rise the same as all businesses in todays market based on inflation.
  
  For cancellation of contract/settlement option please contact ******************************* at ************
  

  Customer Answer

  Date: 12/09/2024

   They are advising me to contact a collection agency to settle the debt
  in order to proceed with the cancellation. However, Id like to note that when I first reached out
  with my son's assistance on January 30, there was no debt. The dues for 2024 werent even
  due until March. I initially sent an email asking for guidance on how to cancel, but its only now
  that Ive received clear information. They never offered to assist with finding a new owner to
  take over for me. They claim to process many transfers a year, but never once offered to help
  me.
  It seems that once they realized I would not be spending any more moneydue to my inability
  to travel or afford it on my own after my husbands passingthey suggested canceling through
  a collection agency. This deeply saddens me. My son and I have been trying to resolve this all
  through 2024, yet it has led to this outcome. I would like to have the cancellation paperwork in
  front of me before agreeing to anything.
  I kindly ask that any fees be waived. I was quoted by collections that paying $900 would settle
  things and cancel this contract, but this feels unfair given that the membership hasnt been used
  in over 20 years. During that time, I faithfully continued paying, even while my husband battled
  leukemia for two years. I was overwhelmed and didnt have the time to address this sooner.
  Never did I imagine it would take an entire year to cancel something like this.

• Initial Complaint

  Date:09/24/2024

  Type:Customer Service 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 writing to formally file a complaint against Lost Valley Resort regarding our ongoing issues with their customer service and unresolved concerns about our vacation ownership. Despite numerous communications attempting to cancel our timeshare, we have received no responses, leaving us feeling ignored and frustrated.We were misled during the sales process about various critical aspects of the timeshare, including significant increases in maintenance fees, the state of the facilities, and the ease of reselling. Our expectations for a clean and well-maintained environment have not been met, and we have faced undue challenges due to hidden limitations and poor management. Furthermore, hostile interactions with the staff have exacerbated our dissatisfaction with the resort's handling of our concerns.We seek your assistance in holding Lost Valley Resort accountable for their lack of response and their failure to meet the commitments made to us during our purchase. We would appreciate any help you can provide in facilitating a resolution to our complaint.Thank you for your attention to this matter.

  Business Response

  Date: 10/09/2024

  Customer service is utmost important to us therefore, I’ve had our IT dept research both call and email logs for any communications we may have received from the Klodt’s. The last communication received was on Feb. 26, 2024 received from Rosebud Queenzheart (other person listed on the owner account) she gave permission to run their dues payment on their credit card. Prior to that communication was on Feb. 20, 2020 and again on Feb. 25, 2019 both for the same reason, permission to run payment. With this I don’t have any indication questions or comments from the Klodt’s have been ignored.
  In addition, the Klodt’s became Owners of their UDI membership in 2015, our reservation records show they have not stayed at the resort since July of 2016. There are no notes of any dissatisfaction or concerns during any stay or since. The resort is continuously maintained and the update process never stops, every year $50,000+ are put into paving the roads, most recently paving, 2 weeks ago. All roofs on all buildings have been replaced in the past 5 years, condos are on a regular update schedule, and new amenities have recently been added. Updates, renovations, and new options are constant.
  Lost Valley Lake Resort is a UDI property with a recorded Undivided Interest deed not a Timeshare.
  The Sales Contract signed by the Klodt’s on July 20, 2015, includes the acknowledgement page which is explained one by one to the consumer and then initialed and signed by the consumer unless they have questions:  (contract and acknowledgement attached)
  A few of the statements:
              #1 undivided interest property
              #4 information pertaining to the annual maintenance fees.
              #6 I (We) understand that our individual interest can be will or sold….LVL will not re-purchase or re-sell.
              #8 presents no undue financial burden to me (us)
  
  If an owner no longer has use for their Owner membership, they’re free to transfer it to a new owner. Our sales office has been closed since March of 2020 to allow current Owners better transferability. A transfer is a cost-effective way for a new owner to purchase. With the increased popularity of camping, we’ve seen a major increase in transfers to new owners, we process transfers weekly; 2023 we processed over 100 transfers. The new owner receives accessibility to a 537 acre resort 365 days a year, free unlimited camping with sewer, water and electric, 3 swimming pools, hot tub, sauna, 44,000 sq. ft. recreation building with indoor mini golf, arcade, theater, basketball, volleyball, pool tables, shuffle board, planned social activities weekly, a restaurant and bar during season, stables with horseback riding, 2 stocked fishing lakes, 3 fishing ponds, a boathouse….just to name a few. After the initial purchase of the transfer the annual maintenance fee is currently $1082.23 to cover upkeep. A membership also allows a camper to camp on property for 21 days a month which equates to $90.18 a month or $4.29 per night all amenities and activities available. In today’s camping market this is a remarkable value. To receive a resale packet contact Financial Services at 314-665-2389 or email [email protected]. 

• Initial Complaint

  Date:09/23/2024

  Type:Customer Service 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.

  Since December of last year, I have made numerous attempts to contact the resort via email, yet all my efforts have gone unanswered. The lack of response and customer service has frustrated and exasperated ***** husband was forced to retire due to severe health issues. Unfortunately, our situation has only worsened as I suffered a heart attack, which resulted in me needing both a pacemaker and a defibrillator. I have other health complications that necessitated my early retirement this year. Our financial situation has deteriorated significantly, with our income cut by over half.Given our dire health and financial circumstances, we simply cannot afford to continue paying for this timeshare. The stress of resolving this issue with Lost Valley Lake Resort has taken a considerable toll on my well-being. I constantly worry about how we will manage this financial burden, which is becoming increasingly unbearable.

  Business Response

  Date: 10/07/2024

  A search of our email and call logs shows the last contact info to be on July 1, 2024, previous to that was April of 2021. Financial services dept responded to the email, same day July 1 with a copy of the resale packet regarding the deeded UDI membership resale/transfer process. Even though the membership contract signed by the Thurber’s clearly states LVL does not take back memberships, the process is to transfer to a new owner, in good faith we have reached out to the Thurber’s with another option due to their extreme medical conditions. We hope this option will help to relieve their concerns. 

• Initial Complaint

  Date:08/22/2024

  Type:Product 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.

  Due to a lack of communication and support in our attempt to relinquish our membership, we are reaching out here in hopes of our request being taken more seriously. We hope that we can come to a resolution and bring this matter to a close. Since the end of May or early June, we have reached out multiple times to discuss the possibility of relinquishing our membership, but have not received any fair solutions considering our situation. We have also have not heard back from them since July. Despite our efforts to sell the membership on our own, we have had no success and honestly do not wish to impose this burden on anyone else. The membership has become nothing more than a financial burden, and it has been over 10 years since we last used the membership, leading us to see no value in maintaining it. We are disappointed with the lack of real assistance and hope that there is something more that can be done. We would like to give the membership back and cut all ties with them.

  Business Response

  Date: 08/23/2024

  Summer is very busy time for us on the resort. I did receive the request email on July 1 and as I had time, I researched their file to see if there were additional contract options for release. I did not find any information other than the original contract which clearly states LVL will not re-purchase or re-sell this ownership which was signed an initialed by the Kruses during the time of the purchase.
  I also reviewed all notes and correspondence informing the owner of these obligations.It appears these requests and complaints have been ongoing for over 10 years when they chose to not use the resort. The owner has the right to will, sell, transfer their ownership if they no longer have a need for the membership.
  We process resale transfers weekly, the product is in demand, especially with the increased popularity of camping over the past several years. Weve processed over 300 transfers, in the past 2 years from former members who have found another family that are eager to take over the membership through a resale transfer.
  The Sales Contract signed by *** and *************** on May 5, 2007, includes the acknowledgement page which is explained one by one to the consumer and then initialed and signed by the consumer unless they have questions:
  A few of the statements:
             #4 information pertaining to the annual maintenance fees.
             #6 I (We) understand that our individual interest can be willed or sold.LVL will not re-purchase or re-sell.
             #8 presents no undue financial burden to me (us)
              #9 Contract, Declaration of Restrictions,By-laws and Shared Rules were received which also contains the no re-purchase information
  This past Tuesday, when I was finally able to have a meeting with Financial Services,I approved to have the paperwork sent to the Kruses that theyve requested, even though it is against their legal and binding contractual signed obligations. This type of harassment toward our business is uncalled for, their paperwork should be received next week.
  

  Customer Answer

  Date: 08/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I tentatively accept the business response, pending the review of the documents that the timeshare is supposed to be sending. I will review the documents and reach back out to them if I require further assistance. 

   

  Thank you,

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

   
  

• Initial Complaint

  Date:07/02/2024

  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.

  Promised services were not rendered. ******** was harassed, threatened, and denied services during visit. Was denied a refund at time of denied services without a solution.Original reservation was completed in February of 2024 and confirmed over the phone in both March and May of 2024. Reservation included a week (7 day) stay at the property.However, at check-in (20 June 2024) the reservation was altered without the customer's consent in terms of both price and duration; the week long reservation was now only four days and such information was not conveyed at time of check-in. ******** was not made aware of the reservation change until the 24th of June when a security guard knocks on the door and threatens to have us escorted from the premises. In an attempt to understand the situation, the customer visited the reservation's office and confronted the "manager" on duty that identified only as "*******" and refused to provide her last name. However, the manager did mention calling the police and stated that "it was chaotic at check-in" and she "may not have mentioned the checkout alteration." She did affirm that we were charged appropriately and not overcharged as I had accused.A remedy was not achieved and as a customer, I was beyond displeased with the situation and the hostility we received from the manager. Therefore, instead of escalating the situation further, we chose to end our vacation early and depart. However, I would like to see my $125.00 charge for unauthorized changes returned to me as we did not request the reservation change at the time of check-in. The reservation alteration was not authorized, nor was the duration originally requested. Therefore, we were charged for a service not received, requested, or desired. Thank you in advance for a quick resolution to this grievance and I will not be returning to this destination again.

  Business Response

  Date: 07/19/2024

  Our records indicate services were rendered per the reservations requested and accommodations were occupied as well as the availability to use all resort amenities.
  Lost Valley Lake policy requires a fee of $25 per reservation change. Changes were made to the reservations at time of check-in which incurred appropriate charges. Check-in time for all camp sites and rental accommodations is 3:00 pm and the key to the accommodation is only released to the person whose name is on the reservation. Mr.******* ***** became very confrontational when a key would not be given for a reservation made to a person that had not yet arrived as well as further confrontations throughout the stay with various employees. The name of the manager on duty,first and last name, is listed on her name tag which she was wearing throughout the duration of the parties stay.
  A full timeline of events is noted in the attached statement. Signed reservations cards from check-in note length of stay & dates as well as coinciding charges with no charge for camp site in personal RV. Credit card receipts for each transaction and screenshots from LVL Guide Book listing rules and regulations also attached. Video/audio footage from reservations can be provided as well as recordings of all phone calls applying to these reservations.     
  **************** has since disputed the charges with his credit card company resulting in funds of $171.06 being pulled back for a 7-night stay in a rental RV unit with the rest of the charges being disputed as well.  
  If the primary LVL owner would like to discuss a release from their Lost Valley Lake membership please contact our office at *******************.

  Customer Answer

  Date: 07/19/2024

  Complaint: 21933934
  
  I am rejecting this response because:

  I would be happy to review that audio recordings of both the initial reservation request and confirmation call confirming the original reservation.  I have both dates/times recorded in my records (if needed)?

  If the services received match the initial reservation, I will be happy to withdraw my complaints and provide a written apology for any trouble I may have caused!  If my complaint proves true, and the services received do not match the details requests "clearly articulated" throughout the initial and confirmation phone calls, I expect both an effort to be made to resolve my grievance and a formal, written apology.  Seems fair right?

  Please let me know when such audio files will be made available for my review, and t**** you for your time,

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

  Business Response

  Date: 07/25/2024

  In order to release the recorded calls *********************** will need to contact the resort at ******************* or email ************************************************** to give permission for release. *********************** is the Owner of the account and was the person that made the reservations, Mr. ***** is an associate to the account. Records can only be released with permission from the Owner. Once permission is received, we can move forward.

• Initial Complaint

  Date:06/25/2024

  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.

  We paid our dues in March of 2024 which was taken from our bank account on March 29th. When asked about the $40 late fee it was explained to me Lost Valley didnt enter it in their system until after April 1st. Then I was denied using the facility for our scheduled weekly vacation. I paid it as to avoid losing our reservation. It seems very sketchy to say the least.

  Business Response

  Date: 07/16/2024

  We are not able to apply a payment to an account until it has cleared our bank. This policy has been in place for many years due to the possibility and increase of insufficient funds. Its common for a payment to be made, then once it hits our bank is returned due to NSF. For this reason, our policy is clearly stated on our billing statements as well as on our website at the Online pay screen. (attachments) Payments made online, especially ACH payments, may take up to 7 days to process and may not reflect on your account balance, and reservations cannot be made until the transaction is fully settled.  
  ************** payment was removed from his bank on 3/29/2024 but did not post to ******** account until April 5, 2024. This was Easter holiday weekend; our office was closed on March 29 for Good Friday as many banks were also. This information was posted across the resort and all media platforms including emails blasts, ********* Website, etc., to keep this in mind when making end of month payments. With our office being closed on the 29th and reopening on April 1 payments would be required to post to ******** prior to the 29th or late fees would apply.
  Annual dues statements are mailed first of Jan and due by March 1 with a 30-day grace ****** to avoid late fees. Funds are required to be posted to ******** account by March 31 or last business day of the month to avoid a $35 late fee. In addition, ************** requests a paper statement be mailed which has a $5 fee, e-statement is the other choice to avoid the paper/postage fee (also listed on back of statement). This brought the fee total to $40 as an April statement was mailed out on the 1st due to no receipt of payment.  
  The statement and ACH online pay clearly notes 7 days to process which will affect reservations. ************* pending reservation hinged on payment being applied to his account. There was ample time to ensure the funds were in-house and applied to the account without the possibility of being late, affecting his reservation and to avoid any fees. Nothing sketchy there was ample time and notification was given to avoid this situation. 

• Initial Complaint

  Date:06/03/2024

  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.

  We signed up approximately 3 1/2 years ago. They didn&#**;t tell us about a yearly maintenance fee, we were supposed to leave our RV there and nothing about not being able to get out of this. Yesterday we got a collection letter from them. None of this was told to a lot of people. Service at the actual place was awful. They told us if we wanted to transfer our membership, we could do so. Their answer to us was that was too bad and we signed the paper. We would like to have the contract cancelled and to get out of it.

  Business Response

  Date: 06/06/2024

  For reference, please see attached copy of signed and initialed Retail Sales Contract Contractual Agreement and Acknowledgement page:
  Contractual Agreement states:
  Current Annual Maintenance Fee * subject to change annually
  2019 portion was prorated and paid at time of sale
  Lines# 3 and 5 under Acknowledgement of the Following state: annual Maintenance Dues. Both items have been initialed by Mr. and ***********
  Additional Agreement Terms state what is included in the Executive level of ownership which lists Free RV Storage for 1 unit in our Executive RV Storage lot. The Orfs are welcome to take advantage of that amenity under this ownership level it they so choose.  
  Both Mr. and *********** signed the Contractual Worksheet in acknowledgement of the terms and conditions.
  
  Acknowledgement:
  #3 We will automatically become members of LVL Resort **** that operates and maintains the resort. The current annual dues aresubject to change.
  #5 We understand that our undivided interest can be willed or sold..Mid-America will not re-purchase or re-sell this ownership.
  #7 We have not in any manner been high-pressured or coerced into purchasing
  #8 We acknowledge that we have received our owners kit that contains a copy of the Retail installment Contract, Declaration of ************* **** By-Laws and the Resort Shared Rules.
  #9 We understand the contract entitles owner-member privileges to use as follows: W,E,S campsites, Villas, Condos..7 days free in Condo yearly, Free RV Storage for 1 unit, able to Will or Sell ownership, Right to all amenities,            Reservations up to one year in advance. 
  *By signing this document we affirm the foregoing statements to be true. Signed by both Mr. and ***********
  
  The Orfs have paid their Annual Maintenance fees on-time for the past 4 years prior to this year. Seems theyve been aware of the annual maintenance dues. A statement for annual dues is sent in January with payment due by March 31. If payment isnt received another letter goes out prior to collections.
  
  If an owner no longer has use for their Owner membership, theyre free to transfer it to a new owner for $1,596 which 99% of time the new owner will pay. For that transfer price the new owner receives accessibility to a 537 acre resort 365 days a year, free unlimited camping with sewer, water and electric, 3 swimming pools, hot tub, sauna, ****** sq. ft. recreation building with indoor mini golf, arcade, theater, basketball, volleyball, pool tables, shuffle board,planned social activities weekly, a restaurant and bar during season, stables with horseback riding, 2 stocked fishing lakes, 3 fishing ponds, a boathouse.just to name a few. After the initial purchase of the transfer the annual maintenance fee is currently $928.25 to cover upkeep. A membership also allows a camper to camp on property for 21 days a month which equates to $77.35 a month or $3.68 per night all amenities and activities available. In todays camping market this is a remarkable value, we process transfers weekly; 2023 we processed over 100 transfers.

• Initial Complaint

  Date:05/02/2024

  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.

  I am writing to file a formal complaint against Lost Valley Lake Resort concerning their lack of response to repeated attempts to cancel a timeshare arrangement under membership ID *****. Despite efforts to communicate via email and resolve the cancellation of our timeshare, which has become a financial and emotional burden, the resort management has failed to acknowledge or assist in our request.Given the circumstances - including unmet promises of property value appreciation, restricted access, escalating maintenance fees, and overall disappointing experiences, coupled with significant life changes such as a divorce and transition to fixed incomes - it has become imperative to cancel this timeshare. Unfortunately, the inability of the resort to engage in meaningful dialogue or provide any sort of resolution forces us to seek your intervention in this matter.We expect a timely and fair resolution, hoping that our complaint will prompt Lost Valley Lake Resort to address our cancellation request with the seriousness and attention it deserves. We appreciate the BBB's assistance in ensuring consumer rights are respected and upheld.

  Business Response

  Date: 05/16/2024

  Lost Valley Lake Resort is a UDI property with a recorded Undivided Interest property deed not a Timeshare. For reference, please see attached, the signed and initialed Acknowledgement/Retail Sales document regarding Undivided Interest/General Warranty Deed, line 1. Line 6 states the undivided interest can be willed or sold; Mid-America will not re-purchase or re-sell. The owner has received a Warranty Deed which requires more than a simple cancellation.
  Im unsure what concerns we have failed to acknowledge, our records indicate meaningful dialog of the above have taken place on various dates, the process was explained,and a resale packet was sent. Other criteria for closure were also discussed.
  Our sales office has been closed since March of 2020 to allow current Owners better transferability.A transfer is a cost-effective way for a new owner to purchase. With the increased popularity of camping, weve seen a major increase in transfers to new owners, we process transfers weekly; 2023 we processed over 100 transfers.If an owner no longer has use for their Owner membership, theyre free to transfer it to a new owner for $1,596 which 99% of time the new owner will pay.For that transfer price the new owner receives accessibility to a 537 acre resort 365 days a year, free unlimited camping with sewer, water and electric,3 swimming pools, hot tub, sauna, ****** sq. ft. recreation building with indoor mini golf, arcade, theater, basketball, volleyball, pool tables, shuffle board, planned social activities weekly, a restaurant and bar during season,stables with horseback riding, 2 stocked fishing lakes, 3 fishing ponds, a boathouse.just to name a few. After the initial purchase of the transfer the annual maintenance fee is currently $928.25 to cover upkeep. A membership also allows a camper to camp on property for 21 days a month which equates to $77.35 a month or $3.68 per night all amenities and activities available. In todays camping market this is a remarkable value.
  After 30 years, unfortunately, our operating costs rise the same as all businesses in todays market based on inflation. I will investigate possible solutions for ************* situation.
  Additional questions can be addressed to ************.

• Initial Complaint

  Date:04/26/2024

  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.

  I am writing to file a formal complaint against Lost Valley Lake Resort concerning their lack of response to repeated attempts to cancel a vacation arrangement under membership ID *****. Despite efforts to communicate via email and resolve the cancellation of our timeshare, which has become a financial and emotional burden, the resort management has failed to acknowledge or assist in our request.Given the circumstances - including unmet promises of property value appreciation, restricted access, escalating maintenance fees, and overall disappointing experiences, coupled with significant life changes such as a divorce and transition to fixed incomes - it has become imperative to cancel this timeshare. Unfortunately, the inability of the resort to engage in meaningful dialogue or provide any sort of resolution forces us to seek your intervention in this matter.We expect a timely and fair resolution, hoping that our complaint will prompt Lost Valley Lake Resort to address our cancellation request with the seriousness and attention it deserves. We appreciate the BBB's assistance in ensuring consumer rights are respected and upheld.

  Business Response

  Date: 05/16/2024

  Lost Valley Lake Resort is a UDI property with a recorded Undivided Interest property deed not a Timeshare. For reference, please see attached, the signed and initialed Acknowledgement/Retail Sales document regarding Undivided Interest/General Warranty Deed, line 1. Line 6 states the undivided interest can be willed or sold; Mid-America will not re-purchase or re-sell. (Refund or Exchange) The owner has received a Warranty Deed which requires more than a simple cancellation.

  Im unsure what concerns we have failed to acknowledge, our records indicate meaningful dialog of the above conversations have taken place on various dates, the process explained,and a resale packet was sent. Other criteria for closure were also discussed.
  Our sales office has been closed since March of 2020 to allow current Owners better transferability.A transfer is a cost-effective way for a new owner to purchase. With the increased popularity of camping, weve seen a major increase in transfers to new owners, we process transfers weekly; 2023 we processed over 100 transfers.If an owner no longer has use for their Owner membership, theyre free to transfer it to a new owner for $1,596 which 99% of time the new owner will pay.For that transfer price the new owner receives accessibility to a 537 acre resort 365 days a year, free unlimited camping with sewer, water and electric,3 swimming pools, hot tub, sauna, ****** sq. ft. recreation building with indoor mini golf, arcade, theater, basketball, volleyball, pool tables, shuffle board, planned social activities weekly, a restaurant and bar during season,stables with horseback riding, 2 stocked fishing lakes, 3 fishing ponds, a boathouse.just to name a few. After the initial purchase of the transfer the annual maintenance fee is currently $928.25 to cover upkeep. A membership also allows a camper to camp on property for 21 days a month which equates to $77.35 a month or $3.68 per night all amenities and activities available. In todays camping market this is a remarkable value.
  After 30 years, unfortunately, our operating costs rise the same as all businesses in todays market based on inflation. I will investigate possible solutions for *************** situation.
  Additional questions can be addressed to ************.