Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/22/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a complaint to finally end my relationship with Bel Air Vacation Club. I have attempted to end my timeshare on numerous occasions, and each time I am met with no response or assistance that would be of any benefit to me. This is unacceptable, especially as a long-time owner. What kind of business runs this way? I paid off my property in 2006 and yearly fees have skyrocketed to an unreasonable amount. These so-called maintenance fees that I have been asked to pay have been used to facilitate the improvements of the massive hotel built on "the grounds". My unit is on the "former grounds", therefore, I am not able to reap the benefits of these fees, and I don't even utilize the hotel. After 15+ years of paying for these maintenance fees, I have had it with this business. I feel I was the victim of manipulative sales tactics, designed to deceive unsuspecting and hopeful individuals like myself. They provided alcohol at the presentation in order to ensure everyone there was not fully aware of what they were entering into. They also promised to rent out the unit if ever I was unable to use it. I was presented with the idea of paradise and ease and have received the exact opposite experience. Now after all of this time from the pandemic, it is financially impossible for me to continue paying on a membership I can no longer nor want to use.

• Initial Complaint

  Date:11/21/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My husband and I have been good owners despite not getting any use whatsoever. We have been paying since 2006 despite never being provided accommodations. It needs to stop. We recently realized how much money we have lost to this scam. Clause 15 in our contract says that both purchaser and developer can assign rights, but proper notice must be given. Clause 17 says that proper notice is either certified mail or an email, but that the email must have a response from the other party to count as proper notice. We have asked for this evidence of our acknowledgement from Bel Air but they have failed to provide this information. This contract should be considered null and void. In addition, my husband, *********************, has passed away. We are both on a contract with Bel-Air and he has been actively trying to get us out of this contract for quite some time. I have been trying to contact Bel-Air for months about this but no one will respond or answer the phone.

• Initial Complaint

  Date:10/24/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have tried to deposit my week for almost a year. I get a run-around or no one answering the phone. This is not the contract I signed. I signed to be able to vacation and deposit weeks to interval international. This should not take almost a year to get done. I have been promised phone calls to fix the situation and I have not recieved any but one, which went to voice mail. I do not know if this is a legitimate company at this point.

• Initial Complaint

  Date:10/24/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  In 2018 our grandparents signed their timeshare over to us. We paid the maintenance fees. We attempted to book in 2019 and upgraded to a 2 bedroom for $450.00. We found out we were pregnant and per doctors orders were not allowed to travel to ****** due to the **** virus outbreak. The company refused to refund the money, despite it having been out of our control. Our grandparents have owned this for 30+ years. In 2019, they attempted to charge us the maintenance fees AND and additional "Upgrade fee", which equates to a maintenance fee. Per the documents, the company can charge only 1 maintenance per year. Therefore, more than doubling the fee was unacceptable. We have attempted to resolve this matter with no contact from the company, yet continue to receive invoices that include late fees and threats of collections. The only resolution we are interested in is either paying the ONE fee or to release the timeshare completely, as it has been paid in full for over 20 years.

• Initial Complaint

  Date:07/30/2022

  Type:Billing 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 had a contract for a twenty year time share in Pennsylvania at a resort named Split Rock. The company was bought by Belair Industries two or three years ago. My time share expired on 12/31/21 and I am being harassed with monthly bills for maintenance and late charges. I have made six phone calls, was assured that the account would be closed. This is going to affect my credit, in fact it may have already. My original Split Rock account number was 200213, and the Belair account number is now *******. I have sent an email to all addresses I can find requesting written confirmation on the closing of this account. (The time share was completely paid for in June 2005.

  Business Response

  Date: 09/03/2022

  Business Response /* (1000, 9, 2022/08/25) */ Dear Mr. *******, Revising your account I do see the expiration date of your membership and your several calls letting us know that your account had expired. we have not affected your credit due to the fact that the expiration date is clearly stated. We do apologize for the delay in the canncelation of your membership. You are no longer in our members databased the status reflects a expired account. thank you Consumer Response /* (2000, 11, 2022/08/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:07/22/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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 hoping submitting this complaint will help me reach Bel Air. I have been trying to get out of my timeshare agreement with them and was finally offered a release option from their offices. They requested a large sum of money, so I asked if that sum could be modified or waived to make it more manageable. Since requesting that the fee be lowered, I have not heard back from anyone at Bel Air regarding my ownership. Earlier this month, I was told that my request for fee modification was being reviewed, but no one has contacted me as they said they would. Their customer service in this matter is terrible. I need this resolved ASAP! *****************

• Initial Complaint

  Date:07/12/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Attention To Whom It May Concern: We are reaching out as we are not at all happy with our timeshare with Bel Air Vacation Club at Split Rock. We need to get this timeshare canceled and we need help in getting this action moving forward. When we spoke to a rep recently he stated that there was no way to cancel our membership unless we had some type of medical condition that prevented us from traveling or bankruptcy. We find it very hard to believe that there are no other options available. We have never even been able to use this timeshare and we felt completely rushed and pressured into making a decision and signing the paperwork which they did not bother to go over. Our accommodations were only going to be a 1 bedroom. When we pointed this out to the salesperson telling him we needed 2 bedrooms, he said we would have to pay for an upgrade for that. They did not even make mention that we would have to pay another membership fee to go to locations outside of New Jersey. The increase in the maintenance fees we were never told would happen either. We have never been so dissatisfied with a company and we are frustrated that they are trying to tell us that we can not be released. They have taken thousands of dollars away from us. We feel that they are lying to us as they have been doing since we became members. We are hoping that by reaching out to the Better Business Bureau that we can get some help in getting those options. Thank you, **************************

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 8, 2022/08/01) */ Dear Mr. & Mrs. ********, Per statements and according to your contract with the date of purchase of 12/23/2018 , in your documents that you received percisely the Purchase & Security Agreement clause #19 you had 5 days from the purchased date to read your documents that you signed at the resort and cancel the membership: you are currently paying for the membership usage right contract you have a remaining balance of $2,742.14 you are currrent in your monthly installments. We the property was sold and purchased by us Bel Air Group on NOvember 1, 2020: as per the increase for the MF it is stated in your contract. You complete purchase price has to be paid. I am confused you wanted to purchase a 2bedroom unit but the sales person didnt allow you to do so?? what is the reason that you havent used your week ?? can you help you with a reservation request?

• Initial Complaint

  Date:06/29/2022

  Type:Delivery Issues
  Status:

  UnresolvedMore 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.

  Bel Air Vacation Club bought the Split Rock Resort, located in Lake Harmony, Pa and started issuing maintenance bills in January of 2020. By our contract they are only allowed to raise the maintenance fee by 7.5%. They exceeded this amount and therefore committed a breach of contract. i notified them multiple times by certified mail of this and got no response. i then contacted ****, an arbitration company, to arbitrate this matter as per the contract and Bel Air has not responded to them either. This is another breach of contract. **** got involved in April of this year and has sent them multiple notices regarding the arbitration hearing. i have done everything i can as per the contract to cure this situation. The only avenue left to pursue, as i see it, will be to get a lawyer and sue them.

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/07/08) */ Dear Mr. *******, we are awfully confused with your comments, you just called today to pay for your maintenance, per our call recording you called today July 8th, 2022 at and you paid your past due amount of $954. your account was past due since 2021. we have not heard nor reveied any information from **** are they legit? did they charge you for their services? you might want to make sure they are doing what ever their job is to contact us. we Belair purchased the property as of NOvember 2020, we no it is incorrect we did not bill you in January 2020 that would of been the prior owners of the property. our first billiing occurred December 2020 for the 2021 years maintenance fees. We would of wished that you contact us before your filling with BBB so that you would give us the opportunity to explain what was the increase percentage. If you read your contract are increase was only 7.5 % no we did not increase more then the allowed, as a matter of fact we offered if you paid before December 30th , 2021 waiving of the service fee in the amount of $20. usd. it was mentioned in your bill on or about December 1st , 2020: maybe you didnt receive this bill?? please review your contract , if you wish we can contact you to review your contract, it is not our goal to charge our members more then what per legally all contracts have , we are a serious , professional resort and we know what legally what we may or not do , and of course we would not run a property by breaching contracts, all our members are very important to us. Maybe you havent vistited the resort since the take over, we for a change have been able to invest in wonderful renovations through out the property, pools, water park, resturants, rooms, common areas. we have alot of happy members whom continue to travel to our resort split rock. Consumer Response /* (3000, 7, 2022/07/12) */ Hello, I do not accept the response from the business. I sent them two certified mailings giving them notice of the breach of contract and they did not return the green cards. I have proof that they received them from the post office. ****, the arbitrator, sent them three or four requests for a response to my claim and they ignored them as well. I never received the waiver in the mail to reduce the service fee by $20.00 usd. All of these notices were sent to them prior to contacting the BBB. I wish they would contact me to discuss this. Thanks for your assistance,

• Initial Complaint

  Date:06/19/2022

  Type:Delivery 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.

  On April 16, 2022 while on vacation, I purchased a timeshare from Bel Air Collection Owner's Circle, while on vacation in Mexico. The company did not disclose the recission period orally. It was buried in several pages of a "Membership Acquisition Agreement." In addition, the company misrepresented the actual monthly cost of the timeshare. The promissory note has one price ($357.50) and a June 7th email from financial services quoted a monthly charge of ($462.61.) Finally, the sales rep, after sitting with me for more than an hour to recruit me, lied to me regarding the maintenance fees. He stated that there were no fees. I was a victim of the old "bait-and-switch." These misrepresentations are egregious and deceitful. This monthly charge and maintenance fees will pose a significant financial hardship to me as a single mother.

  Business Response

  Date: 08/27/2022

  Business Response /* (1000, 5, 2022/06/22) */ Dear Ms. ****, we thank you for the time you have taken to write: although we need to go through all. according to our records you purchased a membership on april 16, 2022. all the documents were given to you and which you signed each document in agreement, I am adding here the Amortization Tables which is very clear on how much were your monthly payments and it as your signature very clearly on the document, its odd that you are showing this document and your signature is not on it.... On May 11, 2022 our Member Services Deparment a a standard does what is called a Welcome Call , this is very important call as you were asked (the call was recorded in case you need to listsen to) if all was Ok , if you had questions ir you are ready to reserve , this call is to find out from you if there is anything you need that was not clear: your response was that all you wanted to know is why you couldnt access the Travel Port acccess that you were given which is an extra benefit of your membership. and that was all that was your concern. As per your contract you had 5 days as of April 16th to cancel if you needed your memebrship. In addition to this conversation , we will contact you to go through again with your purchase. Consumer Response /* (3000, 8, 2022/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response from Bel Air Vacation Club Vallarta. They also did not provide a valid address for either of their locations, I had to investigate to find it. They failed to disclose that there is another name for the timeshare, in addition to Bel Air Collections. That address is tied to numerous complaints against the company for fraudulent practices. Their recruiter, Omar from Krystal Grand Los Cabos, blatantly LIED when I asked him if there would be maintenance fees. He stated that there would be no maintenance fees and assured me of a monthly payment of $347.08. Instead the promissory note issued to me states $357.50. It was NEVER communicated to me that I would be responsible for a higher monthly payment, in addition to maintenance fees. As a single working parent, there is absolutely no way I can afford to pay a monthly fee to this company in addition to maintenance fees as I currently have a mortgage and a maintenance fee to pay monthly in the states. Again, I will emphasize that I was never informed verbally of the recission/revocation period by the sales rep or any representative of this timeshare. This clause was buried in a folder with the contract documents. It is a blatant lie that I was called and asked if everything was ok. I was told I would be provided required documents for travel within 5 days and it took them almost a month to send the information, for which I was still not able to log in. When I did log in, I realized that the promise Bel Air Vacation Club Vallarta or Bel Air Collections gave me about saving money on travel was completely false. This timeshare was meant to be an investment and a cost-effective way to travel. I was told I could travel both nationally and internationally at a reduced cost. This was false. There are very limited options on their website and it is not cost effective travel. I found less expensive package deals on *******, *********, ***********, and other commercial travel sites. This timeshare does the opposite of what it claims to do. It is NOT a cost effective way to travel and they did not disclose pertinent information that would have allowed me to make a more informed decision about this timeshare. As a result, I want to cancel this contract immediately as the company willfully misrepresented the timeshare and the terms of the timeshare. A maintenance and monthly fee to this timeshare is neither sustainable, nor is it possible at all. More importantly, the sales rep outright lied, telling me that I would not pay a maintenance fee with this timeshare. That is clearly misrepresentation of the timeshare. I have been misled and duped by this organization and I am seeking an immediate termination of the contract on these grounds. Business Response /* (4000, 11, 2022/07/08) */ Ms. ****, your accusation is very serious regarding the sales person "drinking" they are not allowed to drink during their working hours or on the property! And as a matter of fact our sales area/office has absoutly no beverages of any type. any drinks/water only our office girl has the permit to go to the restaurant of the resort to get a client, in this case a drink of your request: You provided your credit card, you signed your voucher because your card was secured, you requested to financed your purchase in 12 monthly payments to aviod hight interest, you signed every document, provided your picture ID, you signed the documents not with the sales person but in the Verification area with the Verification loan officer where this other person read through with you each document, he is the person whom assures and garantees that all that a sales person tells you is correct. we contacted you indeed on JUne 28, 2022 , based on the fact that you can not afford the payments that you intial requested and agreed upon, we offered lower monthly payments, and it was no success. Per contract clause # 8 Agreement Cancellation you had 5 days after the purchased date April 15, 2022 for you to cancel your contract, enough days to review and canel but this was not done. And as my previous comment we called you for a Welcome Call on May 11, 2022 and you mentioned anything regarding a cancellaton request nor that you were taken advantage of . I am attaching another legal document of many that you signed and received at your purcahsed date , it is called a List of Documents Provided , its a check list of all documents your signed and received with our loan verification offier NOT the sales agent, and with all do respect your name was very beautifully signed by you, and not of a person who would be under the possible influence of alcohol as per your accusation. Once again we will not cancel your membership, however we are still open as an exception to assist you in lowering your month payments, before we send your account to a US COllection agency for lack of comply of your contract which will affect your credit history. Looking forward in hearing from you.

• Initial Complaint

  Date:05/17/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are writing to make a formal complaint against Split Rock Resort. Since 2017 we've been timeshare owners with them. They promised great vacations at various locations whenever we liked, but that proved to be untrue. Instead they continued to pile on additional fees to what we were already paying along with gatekeeping for weeks we tried to book. They promised more points to use to book the vacation as long as we paid more money. Fast forward to today, our experience hasn't improved. We still haven't been able to book a vacation but continue to make our payments. We've tried reaching out but no one is providing a response to anything. We would like to dissolve our timeshare contract with them indefinitely. If you could assist in this matter, it would be greatly appreciated.

  Business Response

  Date: 08/20/2022

  Business Response /* (1000, 5, 2022/05/23) */ Dear Member: you purchased this membership in 2017 the new ownership purchased the property in November of 2020, we researched and checked contracts and registrations what other properties did they promise you? they owned no other property. When we took over the property your account was already past due for the 2020 maintenance, and as per contract where you read and initialed it states "I understand that I must be current on all fees and assessments in order to make reservations to stay at either resort or an II exchange resort. you mentioned you were not able to reserve this would be the only reason why you would not be able to reserve. Your account is past due since January 31 , 2020 in the amount of $2, 375.10. Regarding the points system if you purchased a points contracts the purchase of points woud be directly with InterVal International themselves not through the resort. Once again the only reason that you havent been able to reserve is due to the past due amount regarding the maintenances. Since our take over it would be nice for you to give us directly the ooportunity to assist you , once you are back on tract and reserve you will be able to experience on your own the wonderful renovations that this new ownership as to offer to you.