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:03/29/2025

  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.

  We are submitting a formal complaint regarding the unresolved status of our timeshare cancellation request with the ***************************************. Despite multiple attempts to communicate, we cannot receive any sort of consistent communication from this company Leaving us deeply frustrated and uncertain about the next steps. We have been trying to communicate our request for cancellation. This request is driven by prohibitive exchange costs, which include excessive upcharges and cleaning fees, as well as consistent issues with limited availability for preferred dates and locations that failed to meet our expectations. Due to these ongoing challenges and inadequate service, we are requesting immediate cancellation of our timeshare contract. We need someone to reach out to us so we can proceed in this direction.

  Business Response

  Date: 04/15/2025

  Please see attachment for business response.

  Business Response

  Date: 04/15/2025

  This letter serves to confirm receipt of the customer complaint above listed (******* ******).  We have and continue to reach out directly to this customer via contact information provided for swift resolution of any potential issue(s) for which our organization may be responsible.

  In the event that our organization is not responsible for the issue(s) listed in the complaint, we will continue to use every effort to assist the customer out of general courtesy; however, we do request that any misidentification by the customer be acknowledged for immediate resolution of the complaint. 

  We greatly appreciate the opportunity to serve our customers and apologize for any inconvenience which may have occurred.  As we work diligently to resolve any issue(s) please do not hesitate to contact us with any additional questions or concerns.

   

• Initial Complaint

  Date:01/17/2025

  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.

  Oakridge Condominiums has not been answering my emails, and Im seeing other complaints saying the same, but I need to cancel my timeshare. I have tried emails and going through the website, but there is nothing. Im concerned about the lack of customer service Im experiencing despite having everything paid in full. I shouldnt be surprised because of all the deception Ive faced from ******** that led me here, but I still need someone to answer an email at the very least.

  Business Response

  Date: 02/05/2025

  This letter services to confirm receipt of the customer complaint. We have and continue to reach out directly to this customer via the contact information provided for swift resolution of any potential issue(s) for which our organization may be responsible. In the event our organization is not responsible for the issue listed in the complaint, we will continue to use every effort to assist the customer out of general courtesy; however we do request that any misidentification by the customer be acknowledged for immediate resolution of the complaint. 

  We greatly appreciate the opportunity to serve our customers and apologize for any inconvenience which may have occurred. As we work diligently to resolve any issue please do not hesitate to contact us with any additional concerns.

  
  

• Initial Complaint

  Date:11/18/2024

  Type:Customer Service 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.

  I am unable to get in contact with anyone to get out of my timeshare with this business. I have sent letters, with any results. And the business is not providing me the information of who handles my timeshare.

  Business Response

  Date: 11/27/2024

  We have and continue to reach out directly to this customer via the contact information provided for swift resolution of any potential issues for which our organization may be responsible. In the event that our organization is not responsible for the issues listed in the complaint, we will continue to use every effort to assist the customer out of general courtesy; however we do request that any misidentification by the customer be acknowledged for immediate resolution of the complaint. We greatly appreciate the opportunity to service our customers and apologize for any inconvenience which may have occurred. We work diligently to resolve any issues please do not hesitate to contact us with additional questions or concerns.

  Customer Answer

  Date: 12/03/2024

  Complaint: ********
  
  I have reviewed the business' response and am rejecting it because: 

  I am in receipt of your response to the complaint I filed with the BBB on claim ******** filed Nov. 18, 2024.

  This is not the first time I have reached out to the board for a solution to exit out of my time share in the Villas 606 that we purchased in 1995 . The first letter on November 18, 2018, I indicated that my husband was diagnosed with dementia/alzheimers and it was becoming more difficult to travel to ******* to utilize our time share. We suggested that you might be willing to let us deed it back to you for resale or to use it as another rental week. We owned two other time shares that were willing to do that by paying for the legal fees to deed it back. We have tried Red Week to no avail. Have tried to advertise it in the Springfield paper for free. and tried to rent it through ******** and have had no luck

  Now our situation has changed drastically. My husband passed away from Alzheimers in Oct. 2023 and I therefore lost his Navy pension and my income has been reduced to Social Security and dipping into my savings . I am 85 yrs old and have medical issues myself. When I had to put my husband in a memory care facility, the cost was $7,300 per month. In addition my *************************************************************************** the past two years and her ********** /Blue ******* insurance has gone up to $1700 per month. She only works part time at 10 hours a week. I am helping her pay her insurance and may need to help her with her mortgage.

  We have not used the time share since 2021 and I am willing to mediate a resolution for relieving us of this burden. I contacted the Stone county clerk and she indicated there have been some recent sales in the time shares at Stonebridge so apparently you do still have a time share sales office in existence. She also told me that numerous weeks were sold in my floating Villas 206 week 16 (which we also paid extra to get) being a top floor unit with no stairs was more desirable. I'm sure some of those owners have not used their time share weeks and you were able to rent them out in addition to receiving the $981 annual COA fees.

  I would prefer to work directly with you in mediating an exit . I think it would save us both time and money. I am corresponding with The ****************** time share exit company who assure me they can relieve me of the time share.

  Please let me know if you are willing to work with me to help me out of this difficult monetary situation.

  Sincerely,

  **** *******

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

  ******************** ***** 970 846 8495

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

  Customer Answer

  Date: 12/13/2024

  Hello BBB, This is to inform you that I have resolved my complaint & issues with Stonebridge Village time share condos.  Consider this complaint resolved and closed .  **** *******

• Initial Complaint

  Date:10/23/2024

  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 formally request your assistance in resolving an issue I have encountered with ******************* regarding the cancellation of my timeshare contract (Contract Number: 0898TS00767). I have been a loyal customer of ************ since 1998, but due to my advancing age and declining health, it has become impossible for me to utilize the timeshare benefits or even travel to the resort.I was informed by a representative from ************ that I could potentially qualify for the Pilot program to cancel my timeshare. However, this process requires me to be physically present at the resort, which is not feasible. As I am in my 80s, my health condition has deteriorated to the point where traveling is not only costly but also physically taxing. I have significant ****************** and cannot endure long car or plane rides without serious health repercussions.I respectfully request that Stone Bridge consider my situation and allow me to cancel the timeshare without the need for an in-person visit, especially given my long-standing relationship with the resort and my inability to travel. I am fully prepared to provide any medical documentation required to support this request.Additionally, if there are any fees associated with the cancellation, I kindly ask for your understanding and reconsideration, given the financial strain and the fact that I have not been able to utilize the timeshare for quite some time.Thank you for your attention to this matter. I look forward to your support in facilitating a fair and compassionate resolution.

  Business Response

  Date: 11/22/2024

  To Whom It May Concern,
  
  Based off of **** ******* complaint their issue is not with Stonebridge Resort but instead is pertaining to Stonebridge Village COA which is the timeshare that is within the gates of Stonebridge Village. Stonebridge Resort is strictly a nightly rental company and is not affiliated with the timeshare in any way.
  
  They will need to contact Stonebridge Village COA Administration at **************** ********************************. The BBB page for that business is:
  ***************************************************************************************************************************************************
  
  Sincerely,
  **** *******

  Business Response

  Date: 11/22/2024

  I have repeatedly reached out to the BBB for assistance in ensuring the complaints that are being filed are truly regarding our business however, I get no response. I have to continually take the time to respond to complaints that are actually against Stonebridge Village COA (BBB Page ***************************************************************************************************************************************************)

  ***************** is a management company for nightly rentals with properties within Stonebridge Village. We are not affiliated with ********* in ANY way.
  

  I would truly appreciate your help in rectifying this issue.

  Sincerely,

  **** *******
  

  Business Response

  Date: 12/11/2024

  Please see attachment for business response.

• Initial Complaint

  Date:09/10/2024

  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 filing this complaint because I am not getting anywhere with this company. I am trying to relinquish the timeshare ownership that I have with them, and they will not help me. They are very vague in details they are providing to me. They are refusing to let me speak with a manager, and they claim that I MUST travel to attend an in-person meeting and pay an unspecified fee to relinquish this timeshare purchased in 1998 and used very little. Paying thousands over 26 years. I should not have to attend an in-person meeting to discuss this matter. I do not feel comfortable with this because it feels like a scheme to trick me into a pressured sales presentation. I have no interest or desire in trying to keep the ownership. I am looking for an exception to be made. I want to give the ownership back. I have not used it in years and I have no use for it. I am now the sole owner of the ********* due to my wifes passing and this has created a financial burden for me. I have never been able to rent the ownership out as promised and that has only added to the financial strain. If additional information is needed, I am happy to provide that, but I just need them to be reasonable. I would like a manager to reach out to me to discuss me relinquishing the ownership, but I should not have to travel to their site to discuss this absurd customer service, they come across nice but very uncaring and are blocking owners from speaking with managers.

  Customer Answer

  Date: 10/04/2024

  I was finally contacted by a Mr. Cox who told me he set up the pilot program for owners to exit there timeshares. He was cordial and professional, to be clear he is not a StoneBridge employee. I did confirm with StoneBridge that he was who he said he was. You do pay a fee under what's called  vouchers to exit, the first quote was 10k until Mr. Cox checked on my contract,  I'm every other year, so it's now just shy of 3k. I was okay with that to be free of it. So I was sent a transfer agreement, but my current wife who is not on the original contract has to sign the document as well, and she has trust issues and won't sign, so StoneBridge has done it's part and Mr. Cox is willing to keep the voucher open for a short period in the hope my wife signs, or there is another way to get work around her having to sign the transfer agreement.

  Customer Answer

  Date: 10/05/2024

  In my previous response I mentioned my current wife. I want to clarify, my previous wife is deceased and she was on the contract, my current wife is not. I have requested a revised deed transfer from Mr. Cox (which should be doable unless there is a specific law requiring her signature) I have a death certificate on my previous wife should it be needed.

  Business Response

  Date: 10/07/2024

  Please see attachment for business response

• Initial Complaint

  Date:09/04/2024

  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.

  Note: Please leave a message when calling the consumer Be cautious of dealing with Stonebrige. We can&#**;t get our questions answered and charging more maintenance fees than normal. There are no answers to our questions. I would like for them to be able to answer the questions we have for them.

  Business Response

  Date: 09/04/2024

  To Whom It May Concern,

  
  Based off of Chris Aumiller's complaint their issue is not with Stonebridge Resort but instead is pertaining to Stonebridge Village COA which is the timeshare that is within the gates of Stonebridge Village. They refer to their maintenance dues which is a timeshare expense. We are strictly nightly rental and not affiliated with the timeshare in any way.

  
  They will need to contact Stonebridge Village COA Administration at (417) 336-2440, 1 Oak Lane, Reeds Spring, MO 65737. The BBB page for that business is:

  https://www.bbb.org/us/mo/reeds-spring/profile/timeshare-companies/stonebridge-village-coa-0734-1000029267
  

  
  Sincerely,
  Lori Hartman

  Business Response

  Date: 10/07/2024

  Please see attachment for business response.

   

• Initial Complaint

  Date:08/09/2024

  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 requested to terminate my ownership but was informed that I needed to be current on maintenance fees and attend an in-person meeting with the management team to exit the timeshare. Despite being told that owners had successfully canceled their agreements. I found the process suspicious. When I inquired about the meeting duration and requested more information, they only disclosed that it would last an hour without providing additional details. I asked for the information to be sent via email, but my request was denied. I am eager to end this arrangement, yet their insistence on a meeting feels like a ploy to push another sales pitch. I have no interest in keeping, selling, or acquiring more shares. I simply want out. It's unreasonable to mandate an in-person meeting when they're already confirmed cancellation is feasible. They are now enforcing this unnecessary meeting without clarifying its purpose. claiming its a prerequisite for canceling my ownership. I demand written confirmation of this requirement, otherwise, I will escalate the matter to the ************************.

• Initial Complaint

  Date:07/12/2024

  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.

  Due to medical circumstances, our family can no longer travel and, therefore, has no desire or ability to use the timeshare. The maintenance fees are a financial burden I simply cannot afford, and the timeshare has been a significant waste of money for us. I do not want this financial burden passed on to our children. I urgently seek assistance in resolving this matter, but the ******************************** has completely ignored me. Their lack of communication is deeply concerning and needs immediate attention. We've been sending emails to cancel our timeshare, which is paid off, but no one has answered since April. We can't believe we must go through such lengths because they're always ready to contact us when maintenance fees are due.

• Initial Complaint

  Date:05/19/2024

  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.

  Trying to cancel my timeshare because I don't use it. Haven't used it for years.

  Business Response

  Date: 05/28/2024

  Please see attachment for business response.

• Initial Complaint

  Date:03/19/2024

  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 purchased an every-other year timeshare with Stonebridge Village, Coopershares at ******************* in ************* in 2000, ********************************************************, Vacation Week 33 ODD year. Has also been ************************* and then Escapes. We have paid upwards of $10,000.00 for maintenance fees and special assessments.. At the sales presentation in 2000, we wanted to take some time to think about everything as the high-pressure pricing and perks were so confusing and constantly changing. We felt so rushed and the salesperson pressured us really hard and warned us once we walked out the door the price would increase substantially, and we would not be allowed the extra perks. At the time we were led to believe we would be able to travel the world in luxurious accommodations through RCI, ********************** and such. Of course, we were never able to secure those luxurious accommodations, even settled for a rundown condo one time because that was all our trade would allow. Our purchase price is paid in full and we have never been late or defaulted on our maintenance fees. We gave up trying to trade to another resort through RCI as there were never properties available with our trade value. The high maintenance fees we have been paying since 2000 have NOT been used to maintain the property. The furniture from 2011 is the same furniture being used today, rusted doors, peeling paint, etc. We have tried numerous times to chase down the actual owners of this property. We no longer want to be part of this resort but in trying to do so we only get hit with yet ANOTHER pitch by Thousand Hills to buy into this even further. We want and need to be done with this timeshare. We had hoped to enjoy this and pass it on to our family, but we do not intend to pass to our family the woes we are encountering. This whole affair has been extremely disappointing and not even close to the freedom to vacation and see the world that we were promised.

  Business Response

  Date: 03/29/2024

  Please see attachment for business response.

  Customer Answer

  Date: 03/29/2024

  Complaint: 21456216
  
  I am rejecting this response because:

  
  This answer I realize is your basic stock answer for every complaint. You claim you do not own the property, but you must report to someone who does own the property. You must be aware of what is going on in the property you represent as it is my understanding that you represent the timeshare property owners interests. If I am incorrect in this, what then is your role exactly? Am I to understand that Thousand Hills is speaking to timeshare owners on their own with no approval from you? Are you saying you have no idea who actually owns these properties i.e., purchased this from Coopershares, Escapes, or any of the other companies who this has transferred to in the past twenty or so years? 
  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 04/15/2024

  Please see the attachment for the business's response.