ComplaintsforSteele Hill Resorts, Inc.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They called and lied to my wife saying she had won a vacation in a raffle, and said she had to pay-in 89 dollars to claim her prize. In reality, they call everyone who enters the raffle saying they have "won". After, we discovered what this was, an elaborate ruse to try and get us to buy a timeshare, I promptly canceled but they refused to refund my "buy-in" of 89 dollars, and we had "verbally agreed" even threatening that they had my wife on tape. Extremely deceptive and downright dirty tactics are used by this business.

  Business response

  06/27/2024

  Thank you for the opportunity to respond to Mr. ****** complaint.  We have carefully reviewed the situation and found the following:

  
  On 6/25/24 at 9:54 AM, Representative left Mrs. a voicemail stating that the ***** form she had filled out for a raffle with Path Vacations at ********* had been selected for a promotion and requested a return call. 

  
  The same day at 2:57 PM, Mrs. returned Representatives call. After locating Mrs ***** information, Representative informed Mrs. that the ***** form she had submitted at StoryLand was selected for a promotional stay at Steele ***********. Representative went on to describe the resort and the location of the resort to Mrs. and urged Mrs. to look at the resorts website online. Representative then confirmed the information that Mrs. had filled out on the ***** form.
  4 minutes and 15 seconds into the call, Representative informed Mrs. that she was selected for a 3 day, 2 night, midweek stay at Steele *********** for $89. Representative explained to Mrs. that during her stay, couples would have to attend a ****** minute informational membership introduction, and let Mrs. know that there would be no obligation to buy or join into anything during the introduction. 

  
  6 minutes and 8 seconds into the call, Mrs. ********* with Representative that she would be receiving a 3 day, 2 night stay at the resort for $89 and confirmed that the price includes taxes, fees, etc. Representative assured Mrs. that the $89 was all Mrs. would pay and also let Mrs. know that otherwise, Mrs. would be responsible for the standard resort incidentals hold when she checks in.

  
  6 minutes and 50 seconds into the call, Mrs. asked Representative how to move forward with booking the stay. Representative explained that Mrs. could choose some dates that work for her and suggested the dates of 7/15-7/17. Mrs. said she would need dates further out, and requested the last week of August. Mrs. and Representative settled on the dates of 8/26-8/28. Mrs. confirmed with Representative that this was a Sunday- Wednesday stay. Representative confirmed those dates were available to book and informed Mrs. that she would have until 8/12/24 to make changes to the Reservation. Mrs. confirmed with Representative that she would have until 8/12 to make changes to the reservation.

  
  At 9 minutes and 58 seconds into the call, Mrs. asked Representative if she would need to pay the $89 at that moment to reserve the stay. Representative stated to Mrs. that the payment would be needed to reserve the reservation, but reassured Mrs. that if the dates they chose dont work, she would have plenty of time to call and push them out if needed. Mrs. stated that she wasnt sure she would have the payment right now. Representative offered for Mrs. to place them on hold so she could reach out to her spouse and talk it over. Mrs. agreed and confirmed the Resorts information. Mrs. placed the call on hold 11 minutes and 7 seconds into the call. At 14 minutes and 35 seconds into the call, Mrs. returned from hold and stated that Mr. was not answering, and asked if debit cards were an accepted form of payment. Representative confirmed it was, and Mrs. stated that she would like to go through with setting up the reservation. Representative confirmed Mrs. information further and Mrs. provided payment information. Representative informed Mrs. that she would be transferred over to a supervisor to go over remaining terms and conditions before finalizing the reservation and getting her confirmation email. Mrs. was transferred to Supervisor at 3:16 PM.
  
  Supervisor introduced themselves to Mrs. and informed her that they would be confirming Mrs. information once more, going over the terms and conditions of the promotion, and then getting her out a reservation confirmation email before letting Mrs. off the line. Supervisor confirmed Mrs. information once more, confirmed the reservation dates Mrs. chose, and informed Mrs. that she would have until 8/12 to make changes. Supervisor also informed Mrs. that after 8/14, she would be inside the cancellation period offered by the resort and any reservation changes made would result in a charge for the full retail rate for the room Mrs. reserved. Supervisor also extended to Ms. the option to add Trip Protection to her reservation for an extra $30; this exempts any guest from paying the full retail rates for reservations up to 48 hours prior to the scheduled check-in date. Mrs. declined the Trip Protection. Supervisor informed Mrs. that herself, her spouse, and anyone else staying on the reservation would have to attend a ****** minute membership introduction. Supervisor informed Mrs. that if they did not attend the introduction, they would be charged the full retail rate for their room in this instance as well. Supervisor informed Mrs. that the email she received would have all of the information reviewed with her in writing, as well as  the date and time for her membership introduction. Supervisor informed Mrs. about the resorts standard $75 incidental hold upon check in. Supervisor then stated to Mrs. that the $89 for her stay is non refundable, even if Mrs. chooses to cancel the reservation in the end. At 5 minutes and 43 Seconds into the call, Supervisor confirms with Mrs. that she verbally authorizes the $89 charge for her reservation. Mrs. replies Yes. authorizing the $89 charge at 5 minutes and 52 seconds into the call. Supervisor confirmed that Mrs. received her confirmation email, let her know that she would need to sign the bottom to download a completed copy, and provided Ms. with the best number to call back if needed. At 7 minutes and 4 seconds into the call, Mrs. ********* with Supervisor that she would have until 8/12 to reschedule or cancel the reservation, and confirmed with Supervisor that she would not get the $89 refunded if she cancels. Supervisor informed Mrs. that this information was correct, and reassured Mrs. that the resort would do their best to find dates to reschedule the reservation, rather than seeing the reservation be canceled. Mrs. thanked Supervisor and the call ended.

  
  On the same day at 3:44 PM, Mrs. called back and explained to Supervisor that she had signed up for an $89 promotional stay, but she would like to cancel the reservation because her husband is not interested. The supervisor explained that she could cancel the reservation and reminded Mrs. that the deposit would be non refundable. Mrs. asked if this is still true, if she had not signed the confirmation email yet. Supervisor explained that regardless of the email, Mrs. had authorized the charge after being informed that the charge was non refundable, even upon cancellation. Mrs. explained that Mr. did not have any vacation time and could not take the time to come up for the reservation. Supervisor suggested Mrs. could reschedule for a weekend, but that the rate would be a little higher. Supervisor reminded Mrs. that she had until 8/14 to make changes, so she had time to talk it over and make a final decision. Mrs. decided that she did not want to pay anything additional to reschedule to a weekend and canceled the reservation. Supervisor informed Mrs. that her reservation would be canceled, and that her $89 deposit would remain on file until 8/30/24 if they change their mind and would like to apply the $89 deposit to new dates. Mrs. thanked Supervisor and the call ended. 
  
  
  The same day at 4:13 PM, Mr. called in and Supervisor answered. Mr. stated he was calling in regard to booking ID # listed in the confirmation email. Supervisor confirmed that they were speaking with Mr, stated that they had just spoken with Mrs. and asked how Mr. was doing. Mr. stated loudly that the resort would not be charging him $89 because he would be reporting the resort to the *** as fraud. Supervisor tried cutting in to explain to Mr. that the $89 had already been charged, and that Mrs. had authorized the charge after she was made aware that it would be non-refundable if she decided to cancel. Mr. began yelling at the supervisor that what the resort is doing is a scam and it is fraudulent and that he would be reporting it. The Supervisor tried to interrupt Mr. to request that they continue to speak to each other in a more respectful way and let Mr. know they would be disconnecting the call if he was going to continue to speak in that way. Mr. stated that he is being respectful, the resort scammed his wife. Supervisor explained that Mrs. was not scammed, and reiterated that Mrs. had authorized the charge after she was made aware that it would be non-refundable if she decided to cancel on a recorded line. Mr. continued to talk down to Supervisor and asked Supervisor if they felt good working for a company who scams people and continued yelling at Supervisor. Supervisor informed Mr. that they would now be disconnecting the line. The call ended at 2 minutes and 17 Seconds.

  
  ************** is welcome to contact us at ************ if he has any further questions or to apply his deposit to a new date. 
  

  
  

• Initial Complaint

  05/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My partner and I were on auto-pay for years. His card was comprised. He called Path Vacations on 1/29/24 to give them his new card information to continue the auto-pay that we've had for years and to pay the yearly dues. He never really paid attention to make sure the monthly charges were coming out. (shame on us). Well we finally figured out what happened when they called us but they won't take our payment because they say it went to a collection agency. (including all fees) So I called today because I am normally calmer. ******** explained to me that although a call was received from us with his card information they did not receive "explicit authorization" from him to take the payment and that he rushed her off the phone. We checked our records and the call lasted 10 minutes and 48 seconds. I don't even understand this. He called to make the payment and actually gave you the card information so what other authorization would be needed? To be fair I was told they emailed me. Did it go to spam?? Then sent 2 letters on 3/25. We received 1 in late April while we were trying figure out what happened. We just want to make our payment minus the late fees and whatever else fees as we feel we gave them authorization on January 29, 2024 to take the payments. I asked to speak with ********** boss and I was told there was no one higher than her.

  Customer response

  05/07/2024

  Last night after I filed this complaint we were talking about the phone call on January 29th between **** and ********. I was in the room for that conversation. **** remembered that he had asked about what our payoff would be. It was $3000 something so he mentioned it would be cheaper to pay off the balance in the future in the next few months than to continue with the auto payments. We find it very suspicious that after that phone call none of our payments were taken out. 

  Customer response

  05/08/2024

  I spoke with ***** from ****************** which I was advised is their in house collection agency. She gave me a breakdown of charges. Not only did ******** continue our payment plan, she never authorized the payment for our yearly dues and fees.

  Mortgage : ****** Fees/Dues: $706.21

  Total: $1321.23

  We feel we owe:

  Mortgage: $444.60 (4 payments of $111.15)

  Fees/Dues: $539.99

  Total: $984.59

  We do not feel we should be responsible for the interest and collection fee ($175.22) or any other fees. The difference is $336.64.

  Business response

  05/10/2024

  Thank you for giving us the opportunity to respond to ************** and ******************** complaint.  On January 22, 2024, the loan autopay that ******************** and ************** had on their account declined.  Per protocol, they received an automated email the same day, an email from a representative on January 23 and a phone call on January 26, 2024.  On January 29, 2024, ******************** called back and had questions on the Annual Member Dues and terms of the loan.  ******************** stated he would be paying off the loan on February 29, 2024.  Mr. needed to end the call, but provided a card to put on file prior to hanging up the phone.  The agent followed up via the email on file on the same day to confirm that an autopay was not set up, when late fees would be assessed, and to please call us to address.  On February 5, 2024, an agent emailed the members a notice of being delinquent.  Another email was sent to the members on February 21, 2024 regarding the delinquency.  Notices of the delinquency on both the loan and Annual Member Dues were mailed to ******************** and ************** on March 25, 2024.  ************** received a call from a representative on April 12, 2024 checking in on a payment as the account was slated to go to a third-party collection agency.  ************** stated that ******************** handled the bills and he would call in within a few days.  Representatives gave additional time to ******************** and ************** and did not forward the account off to the third-party collection agency for further collection efforts until April 25, 2024. ******************** called in on April 29, 2024 to ask why he didnt have an autopay set up.  The agent informed him of the status of his account and that he would need to pay collections.  ************** called in on May 6, 2024 to discuss the account.  After reviewing the details and timeline of what transpired on the account, she stated that all the emails probably went to spam and they did receive one of the letters.  ************** told the agent that they do not keep track of payments so they didnt know the monthly autopay hadnt been running.  The agent explained that we did not have explicit confirmation to set the card provided on January 29, 2024 up on an autopay.  ************** also stated that if the representative did not take her payment during the call, she would file a report against the organization.  We are sorry that ************** is upset regarding the collection fees on her account; however, the information was provided via mail on the letters dated March 25, 2024 and nine attempts to reach ******************** and ************** were unsuccessful.  If ************** and ******************** have any further questions, representatives can be reached Monday through Friday, 8:30a to 6:00p at ************.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Dear Mr. ******* and BBB of Lakes Region of New Hampshire:
  I am writing to report unfair and high pressure sales tactics that I was subjected after being notified that I had “won” a prize from a recent Worcester Railers game. In truth, it was a ploy to be subjected to obnoxious, fast-talking, sales associates at Stell Hill Resort aattempting to sell time-share at the resort.
  I want the deposit of $69.00 removed from my credit card following a telephone call where a member of your staff threatened to charge additional costs on my credit card if I did not show up for my “prize” of a 2 Hour tour of the facility.
  Just as on the initial call, the associate of your facility talked at a fast-pace and interrupted me mid sentence repeated to continue the unwanted conversation. I informed her that charging my credit card additional unwanted charges would result me filing a legal complaint and then I firmly, but politely hung up as you can hear for yourself on the recoding line.
  Please assist me in resolving this matter with a refund og my “reward” credit card deposit and cease these disgusting and unfair business practices.
  Sincerely,
  **** ** *********

  Business response

  02/26/2024

  Thank you for the opportunity to respond to this complaint. 

  On January 15th, at 5:08 PM, Ms. **** ********* returned a call from a call center representative of Path Vacations regarding an entry she had filled out at an event Path Vacations had attended. 32 seconds into the call, Representative placed Ms. on hold, and at 1 minute 15 seconds Representative returned from hold and introduced themselves to Ms. Representative explained the reason for the call, informing Ms. that she was selected for a promotion at Steele Hill Resorts. Representative goes on to describe the location and resort to Ms. and provides the website. At 2 minutes 41 seconds, the Representative confirms Ms. entry information. At 3 minutes 25 seconds, Representative informs Ms. that she was selected for a 2 night, midweek stay promotion at Steele Hill Resorts for $69 and elaborates about the amenities offered at the resort. At 6 minutes 5 seconds, the Representative explains to Ms. that during her stay she would be obligated to attend a 90-120 minute presentation for the resort’s vacation club membership. At 8 minutes 31 seconds, Ms. inquires about booking February school vacation. Representative informs Ms. that it would be $119 for midweek school vacation dates. At 10 minutes 30 seconds, Ms. asks if she could speak with her sister before booking. Ms. continues to ask about dates, asks if she needs to book now to accept the promotion, and asks when she would be able to call to change her dates if needed. Representative informs Ms. that she would have until 1/26/24 to reschedule her reservation per the resort’s 14-day reservation change policy. At 13 minutes 47 seconds, Ms. asks the Representative what is needed of her in order to accept the promotion and if the Representative would need a credit card to hold the promotion. Representative explained that we would charge the card today. Ms. Clarifies with Representative that she would set up tentative dates today and Representative repeats once more to Ms. that she would have to call by 1/26 to change her dates. Representative then goes on to confirm Ms.’ contact information and reservation dates for February 11th to February 13th. At 18 minutes and 3 seconds, Ms. provides her credit card information to the Representative. At 20 minutes 10 seconds, the Representative thanks Ms. and transfers Ms. to the supervisor to complete the reservation process. 

  At 5:28 PM, Supervisor answers the transferred call and introduces themselves to Ms. Supervisor explains to Ms. that she will be confirming her information once more before setting up the reservation and sending Ms. her confirmation email. At 3 minutes and 1 second, the supervisor explains that due to the resort's reservation change policy, Ms. would have until 1/26/24 to cancel or reschedule this reservation. At 3 minutes 11 seconds, Supervisor informs Ms. that if she were to call after 1/26 to cancel or reschedule the reservation, this would result in Ms. being charged the full retail rate for the room per the resort’s reservation change policy. At 3 minutes 36 seconds, Supervisor offers Ms. additional Trip Insurance, which would exempt any guest from paying the full retail rates for reservations up to 48 hours prior to the scheduled check-in date. Ms. declined the additional insurance. Supervisor informed Ms. that if she changed her mind, she could call or check the corresponding box off in her confirmation email within 24 hours to add the insurance. Supervisor continues to inform Ms. about the terms and conditions surrounding the membership introduction, explains the layout of the email that Ms. will receive, and explains the resort’s incidental hold, informing Ms. that the hold would be placed upon check-in. At 7 minutes and 3 seconds, Supervisor informs Ms. that the $69 deposit being charged to her card today would be non-refundable, including if Ms. cancels her reservation. At 7 minutes 10 seconds, Supervisor asks Ms. for her verbal authorization to charge Ms.’ credit card the $69 for her reservation February 11th to February 13th. At 7 minutes 16 seconds, Ms. states “Yes,” authorizing the charge. Supervisor then confirms with Ms. that she has the phone number to contact the department in case Ms. needs to call back, and Ms. confirms that she does have the number. Supervisor thanks Ms. for her time and lets Ms. know that we look forward to her stay with the resort. Ms. and Supervisor both say goodbye to each other and the call ends at 8 minutes 24 seconds.

  On February 9th at 4:11 PM, Supervisor makes a courtesy call to confirm Ms.’ reservation, scheduled for 2/11-2/13. This call is to provide Ms. with a few reminders before checking in, per resort procedure. 17 seconds into the call, Ms. informs Supervisor that she will not be able to check in on 2/11 and asks what she can do. Supervisor informs Ms. that if she were to make any changes to her reservation at this time, she would be charged the retail rate because Ms. declined the Trip Insurance and is now inside the resort’s 14-day reservation change period.

  Supervisor begins to explain to Ms. that if Ms. were to at least attend the membership introduction, she could avoid the retail charge. Supervisor tried to offer to move the tour time/day to accommodate Ms.’ schedule. At 1 minute 15 seconds, Ms. states that she agrees with Supervisor about when she was supposed to call back because she had the dates written down. At 1 minute 40 seconds, Supervisor reiterates the terms and conditions of the promotion Ms. had accepted, referencing the resort’s reservation change policy. Supervisor also reminds Ms. that she has all of this information in writing, in the confirmation email that she received.
  

  At 1 minute 50 seconds, Ms. acknowledges that this information is true, but she still expects to make changes. The Supervisor explains to Ms. again that she can not make changes to her reservation at this time without Ms. being subject to paying retail rate, per the resort's reservation change policy.  Ms. interrupts the supervisor and informs Supervisor that if her credit card is charged more than the $69, this would turn into a big deal. Supervisor starts to reiterate the resort's reservation change policy to Ms. again and is interrupted by Ms. who informs the Supervisor that if anything additional is charged, Ms. would be taking this to BBB and there will be a lawsuit. Ms. informs the Supervisor that she will be disconnecting the call because she feels it is very inappropriate. The call ends at 5 minutes 9 seconds.

   

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Cost of the maintenance fee has become prohibitive in light of not being able to book a week that we are owed while non-owners are able to book that same week.

  Business response

  01/19/2024

  Hello,

  The ************* have been members since September 29, 1990 and have booked a week with us yearly.  *************************** called on October 17, 2023 to book a 7-night stay for 2023 after a conversation on April 20, 2023 encouraged her to book immediately or as soon as possible.  Most members book 270 days in advance so by the time October 17 came into play, we did not have any more weeks available for members and she was placed on the waitlist. When we offered April ****** Vacation for 2024 (what she requested so she could bring her Grandson), she declined and said she will stop paying.

  This complaint is out of the agreed upon purview and I kindly ask it to be removed.  Further, I wanted you to be aware of the events that took place.

  Thank you,

  ********

  Business response

  01/22/2024

  Hello ********,

  Yes, back in the summer of 2020 we had conversations with ******************* and her boss regarding our complaints and the nature of them.  It was determined that many of the complaints were from people who had contracts for many years, had used for equally as many years, and then wanted to be released from their memberships citing various claims.  We all decided that if someone purchased their membership outside of one year from the complaint date, the review would be removed as it was out of a reasonable purview.  As an organization, we happily respond to complaints and want to work with the BBB.  Please let me know if I can get you further information on this conversation.

  Have a good day,
  ********

  Business response

  01/25/2024

  Hello ********,

  Yes, I can accommodate tomorrow afternoon at 2p or 3p.  ***********************, President of the organization, will be on as well.

  Let me know what time works best.

  Thank you,
  ********

  Business response

  07/12/2024

  Thank you for letting us respond to Mrs. ************* complaint.  Since we received this complaint, *************************** has opted to relinquish herself from her membership.  If any further questions come up, please have Mrs. *********** give the representatives of her soon to be former management company a call at ************ (Monday - Friday, 8:30a to 6p).

  Customer response

  07/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  08/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I would like to received a copy of my contract with this resort for my review

  Business response

  08/01/2023

  Thank you for giving us the opportunity to respond to Mr. ******’s request.  Upon receiving the request from the Better Business Bureau, a representative of the contracted management company emailed the contract to Mr. ****** and left a message on his phone to give member representatives a call if he has any further questions or requests.  Representatives can be reached Monday through Friday, 8:30a to 6:00p at ###-###-####.

• Initial Complaint

  04/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My husband and I have been members in good standing with this business since for many years. Our membership dues fell behind. I made a call to the membership team to set up a payment arrangement. I had made a payment, asked them to automatically debit the reminder. They stated they couldn't do this. I became very ill and unable to call to make the payment. I was immediately transferred to collections without as much as a follow up call. I was not informed this was happening and when I attempted to pay my balance it was refused. We don't find this to be good faith customer service to value members of their resort.

  Business response

  04/20/2023

  Thank you for giving us the opportunity to respond to Mrs. *******’s complaint.  We certainly appreciate Mrs. *******’s membership with us and strive to provide stellar customer service to our members.  Mrs. ******* spoke with a representative of the contracted management company on March 10, 2023 after she received a Final Pre-Collection Notice to discuss payment on her Annual Member Dues. This notice stated all payments were due by March 12, 2023 or the account would be forwarded to a third-party collection agency.  A representative and Mrs. ******* worked out a payment plan and Mrs. ******* would call on March 16, 2023 to pay the remaining balance.  Representatives did not hear from Mrs. ******* until April 20, 2023.  To give Mrs. ******* the benefit, representatives did not forward the account to a third-party collection agency until April 11, 2023.  If Mrs. ******* has any further questions, representatives can be reached Monday through Friday, 8:30a to 6:00p at ###-###-####.

  Customer response

  04/20/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: 

  This customer service is far from “stellar” from this business. Had a true benefit been given they would made a phone call to myself or my husband-who is co-owner, where they would have been informed of a medical emergency involving an ICU stay, stokes, seizures and ruptured body parts. Had they accepted the auto debit they also would have received payment on time. 

  I personally made all contact with this business directly in good faith to clear up debt. People don’t make partial payments to avoid debt! Had I not called them I would have no idea this was forward to collections.

  I am more then happy to take a call from them directly to pay debt in full.

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

  Business response

  04/27/2023

  We have worked with Mrs. ******* to come to a solution that works for all parties.

  Customer response

  05/11/2023

  BBB spoke with this consumer who indicated that the business has resolved this complaint to their satisfaction.  

• Initial Complaint

  04/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Called and emailed about a promotion I won. When I responded to the call they went through a process of various deals they would throw in and asked for a card. I was not aware the fee was non-refundable and mentioned I would calling back to confirm. Found out that my girlfriend, who was not part of the call, could not make the date or any of the dates in the time range that was offered as a possible solution. First person asked me if I was 28 which I responded I wasn't then proceeded to say that was fine after finding out my girlfriend who was no party to the call or anything else was 28. Based on that I answered yes to the second time my age was asked to expedite the call. Based on their sites terms I am not eligible to be a part of their promotion and therefore could not make the agreement in the first place and I asked to cancel for a refund. They refused.

  Business response

  04/11/2023

  In scheduling promotional stays for guests, we are required to comply with the fulfilling hotel’s reservation polices; this would require a nonrefundable deposit provided to the resort in exchange for the provided inventory. We are required to clearly relay these terms and conditions to guests upon booking a reservation with Path Vacations as well as provide the same terms and conditions in a written document.
  

  Customer response

  04/12/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: This consumer did not indicate to BBB why they did not accept the business's response to their complaint. 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I stayed at Steele Hill in room 46A. I checked in on 2/3/23 with a check out date for 2/5. I spent a total of $431.84. Shortly after checking in, my guest and I discovered that the outlets by the bed did not seem to be working. We tried unplugging the lamps and re-plugging them in. After we got the lamps working, my friend got a little electrical shock from the outlet. I informed the front desk. We were both electrocuted when flipping light switches on and off several time, and also noticed that the jets for the whirlpool tub in the room did not consistently work, as well the TV would randomly stop working and that it appeared that the minifridge was not currently on. My friend called down to the front desk and a handyman was sent up. He was there for a total of less than five minutes and all he did was press on the outlets and flip a few switches. After failing to replicate the shock we both had received, he left. The following day, Saturday, we were once again shocked several times and had to keep moving our phone chargers around the room because the outlets would seemingly stop working periodically. At one point, I had to charge my phone in the bathroom because the outlets in the room were not working properly. Saturday night my friend got shocked again, this time extremely loudly. I called the desk again to inform the desk and once again they offered to send someone. When checking out on Sunday, I informed the girl at the desk of everything and she simply said "someone would look into it and get back to me". On Monday I spoke on the phone with a manager named Jamie. She was very nice but once again I was simply told that maintenance hadn't found anything while checking the room, and that was that as far as she was concerned. Regardless of what was or wasn't found, I and my guest were shocked SEVERAL times over our stay and nothing was done about it. That is unacceptable. The basics of the room I paid for did not work either. This room is not safe.

  Business response

  02/20/2023

  Thank you for giving us the opportunity to respond to Mr. *****’s complaint.  Representatives of the contracted management company have been in face to face and phone contact with Mr. ***** to discuss his concerns.  Mr. ***** checked in with us on February 3, 2023 at 3:41pm.  At 6:45pm, Maintenance was dispatched to Mr. *****’s room to check for a potential electrical issue.  The call was cleared at 7:09pm when the technician was unable to replicate the issue.  Mr. ***** called on February 4, 2023 to further discuss the electrical issue and asked that Maintenance come by after 3pm.  Based on the notes we have on file, it appears the call was canceled. Upon check-out on February 5, 2023 at 9:51am, Mr. ***** did share the issues he encountered and we did send a Senior Maintenance Technician to the room to assess the situation.  The Technician was unable to replicate the issues described.  A follow-up call was placed to Mr. ***** letting him know that we were unable to replicate the issues and was asked if there was anything we could do for him and he declined.  After receiving notice of the Better Business Bureau complaint, the Vice President of Operations and Maintenance Assistant Manager were dispatched to the room to investigate the issues further and were unable to replicate the issues.  Ensuring our rooms are safe is of the utmost importance and we are happy Mr. ***** voiced his concerns to us.  We are sorry that Mr. ***** was disappointed with his stay, but hope he gives us a try again soon. 

  Customer response

  02/21/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: this is bold false lie. I did cancel any call for someone to look at my room. I told the desk about the issues and when they offered to second someone, I told them I would check in with my guest to make sure they were awake and dressed before a strange man came into the room I was paying for. When he did come and failed to find the source of the issues. we are not offered anything to change the situation. Not a single solution was offered, so it a lie to tell me I declined because I wasn't offered an solutions. Not a single staff member offered any solutions and only told us to call if it happened again. Which it did, and no one offered us a solution again. The only time I declined anything was when my guest got shocked again when we were heading to bed, and that's because it almost 2:00 AM, we didn't want a man to come in and do nothing again when we were already exhausted, and frustrated this business's lack of action to assist us.
  
  Sincerely,
  
  ***** *****

  Business response

  03/03/2023

  Thank you again for giving us the opportunity to respond to Mr. *****’s complaint.  As stated in our prior response, we sent four individuals (Maintenance Technician, Senior Maintenance Technician, Maintenance Assistant Manager, and Vice President of Operations) to review the issues Mr. ***** presented.  Unfortunately, we were unable to replicate those issues.  Again, we are glad Mr. ***** voiced his concerns and allowed us the opportunity to investigate.  

  Customer response

  03/04/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: this does not resolve the fact that my guest and I were still shocked multiple times. Regardess of your attempts, it does not negate the fact that we shocked and no one was able to offer any proper accommondations at the time of service to make us feel safer or that anyone even remotely cared. And at this time I still feel you do not care for our, or perhaps guest's, safety seeing as how poorly this has been handled. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  10/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This company used a bait and switch tactic. They promised a refund of an $89 if we went on this “walk” around the property. With that promise in hand, we tried to book for the weekend we wanted. They did not book out that far, they they said to bool sooner then move it. We did, and I called today to move the date. They said the at that’s a weekend rate instead of weekday (which is fine) but said I can no longer get my walk money back which was promised. I would have never booked in the first place. I finally gave up and said I’ll pay the additional money for the weekend time, but I was going to file a complaint for sketchy business practices with you guys. They then said I (threatened) them and cancelled my whole res and refuse to give me back my deposit of $89. If they cancelled instead of me, I should be getting back that money. This is theft .

  Business response

  10/17/2022

  On 9/23/22 at 11:29 AM, Mr. ******** had returned a call left for him by a Representative regarding an entry he had submitted at a Fisher Cats event. During this call, Representative had offered Mr. a 3 day, 2 night promotional midweek stay for $89. Mr. was informed that there would be an informational walk and talk as part of this promotion and upon completion of the walk and talk his $89 would be refunded. Mr. asked if he could call back later on, to which the Representative set up a time to call Mr. back regarding the offer. 
  
  On 10/3/22, Mr. returned a call from Representative following up on the promotional offer. During this conversation, it was explained again to Mr. that the promotional offer was a midweek stay. Mr. stated to Representative that he would like to stay on the weekend. Representative explained to Mr. that promotional weekend rates are $239, non-refundable. Representative explained to Mr. that they could set up the $89 stay tentatively and Mr. could call back later to reschedule to a weekend stay, and at that time the resort would “minus” the $89 from the weekend promotional rate, resulting in Mr. only having to pay the difference. 
  
  On 10/11/22, Mr. called in to reschedule to a weekend. Supervisor quoted Mr. an additional charge of $110 for the rate of $199 total for a promotional weekend stay. At this time, Mr. expressed that he got “screwed” on the deal and claimed that this was not explained to him. Supervisor explained to Mr. that the $89 rate is for midweek only and that the weekend promotions do differ. Mr. asked if the $89 would still be refunded, at which time Supervisor explained to Mr. that the $199 is completely non-refundable and he would not receive the $89 back. Mr. claimed that Representative told him that he would still get his $89 back if he moves it to a weekend. Supervisor explained that this is not something the resort offers. Mr. reiterated that he was told he would still be refunded the $89 if he were to move it to the weekend and stated he was told he would get the $89 back “no matter what” and would not be interested in a weekend if he does not get that back. Supervisor offered to review recordings and get back to Mr. Mr. Accepted and they disconnected the call. 
  
  Later that day at 12:49 PM, Supervisor called Mr. back regarding his claim. Supervisor explained what their findings were on the recordings, and that the representative was clear with Mr. about the weekend being non-refundable. At no time during either of their conversations did Representative explain to Mr. that he would still be refunded $89 for completing the walk and talk, should he change his reservation to a weekend. Supervisor suggested that it was a misunderstanding since the Representative did relay the correct information to Mr. Mr. and Supervisor went back and forth for some time before Mr. decided to move forward with rescheduling to a weekend for the non-refundable rate. Mr. reiterated again that he was told the refundable $89 was for any trip up there. Supervisor explained that none of this was on the recording. Mr. then stated to Supervisor that he would come but would not attend the walk and talk. Supervisor explained that if Mr. does not attend the walk and talk, he would be charged the retail rate for his room, per promotional terms and conditions. Mr. then said he would call back and immediately disconnected the call. 
  
  At 12:56 PM, Mr. called in again. He told Supervisor that he would like to go ahead and provide the card info needed to “just get this done” and then stated this was the “shadiest thing [he] has ever done in [his] life.” Supervisor continued with the process of charging Mr.’s additional deposit for rescheduling to a weekend per Mr.’s request. Mr. commented on the resort getting $200 out of him “really quickly.” Supervisor reminded Mr. that the resort has been very transparent with him about everything, to which he replied that the Resort has not been transparent and he would be reporting this to the BBB. Mr. had been very hostile during each of the conversations this day. At this time, Supervisor notified Mr. that the transaction that had just been processed would be voided as he will not be rescheduled. Supervisor also let Mr. know that at this point his reservation would be canceled. Mr. expressed that he would like his $89 refunded, Supervisor declined the refund as all deposits are non-refundable prior to completion of promotional obligations. Mr. said he would be reporting the resort for sketchy business practices, and at this time the call was ended.
  
  

  Customer response

  10/17/2022

  
  Complaint: 18198069
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  ****** ********

  Customer response

  10/18/2022

  
  Complaint: 18198069
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.] I have not received the $89 refund. 
  
  Sincerely,
  
  ****** ********

  Business response

  10/19/2022

  The refund has been processed successfully as of 10/18/2022 to the card on file. It can take 5-7 business days for the refund to reflect on the cardholder's account.

  Customer response

  10/19/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18198069, and find that this resolution is satisfactory to me.
  
  They have issued the refund. 
  

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

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5/1/22 stayed at Steele hill and the staff were very helpful and pleasant. UNFORTUNATELY—they only allow you to use the main pool with the tot area and water slide for 90 minutes and then ask you to leave. I WOULD HAVE NEVER BOUGHT HAD I KNOWN THAT. imagine paying for a vacation hotel and being told you can only use the prime pool for 90 minutes absurd. This was not the situation when I purchased and at a minimum I should be grandfathered.

  Business response

  05/12/2022

  Thank you for giving us the opportunity to respond to Mr. ********* complaint.  We are writing as representatives of the management company that services Mr. ********* trust interest.  Per the Rules and Regulations, when Mr. ******* stays at his home resorts, he is subject to any and all rules and regulations of that resort.  At Steele Hill Resorts, the West Indoor Pool is the most popular pool.  In 2020,  management put an occupancy limit in place with the West Indoor Pool for the safety and enjoyment of all guests.  Mr. ******* should note that the West Indoor Pool is the only pool onsite with this policy needed to comply with the required occupancy code restriction currently. We are certainly sorry for Mr. ********* disappointment.  If Mr. ******* has any further questions, we would encourage him to reach out to representatives at 603-242-2861 (Monday - Friday, 8:30a to 6:30p).

*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. ↩