ComplaintsforEagle Crest Resort

• Initial Complaint

  05/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have attempted to contact the accounting department at Eagle Crest Resort by voice and email for over 6 months in regard to my maintenance fees with no response. I have 2 accounts with them that they consistently apply my payments in error. They apply payments to one account causing it to be overpaid causing the other account to be delinquent. I have no confidence that my payments have been correctly applied which has led to outrageous fees being assessed. I paid the dues and requested help regarding the late fees assessed many times as well as asking for details on their payment plan options also with no response.

  Business response

  06/14/2024

  Greetings
  
  Thank you for the opportunity to respond to this complaint.
  
  We have completed extensive research regarding Mrs. ****** complaint and have found some inaccuracies in her statement. The Eagle Crest Management Accounting team has spent a considerable amount of time speaking with *************** over the phone on multiple occasions throughout the past several years and there have been several emailed communications, one recently on May 28th, 2024. This particular communication explained in detail a ledger of Mrs. ****** accounts and payment history.
  
  As noted in our communication to ***************, we have records dating back 5 years whereby payment for both accounts have been sent on a single check and not always in an amount sufficient to cover both accounts balances. The governing documents for the Vacation Resort ****************** (VROA), which *************** is a member of, clearly articulate a requirement that owners pay each account in full on the due date. This having been said, we do accommodate payment plans providing the account in questions tracks to a zero balance. Additionally, we have transferred balances from one account to the other on multiple occasions per the owners request.
  
  Without providing detailed accounting information on this public profile, we have responded to *************** and provided a detailed account ledger which hopefully puts an end to this matter. We have also provided *************** with details on what we will need her to provide if she indeed feels there is a discrepancy on her account ledger.
  
  Thank you,

  
  Eagle Crest Management

• Initial Complaint

  02/20/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  My family and I have been consistently dissatisfied with the services provided, and we no longer wish to maintain our timeshare.Despite paying an annual maintenance fee that has continually increased over the years, we have witnessed a decline in the upkeep of our condo. The standard of the premises does not meet the promises made to us upon purchase. Furthermore, the exchange process is expensive and does not guarantee we will secure our desired destination.The state of the condo is such that it does not provide a comfortable or enjoyable vacation experience. This situation has reached the point where we feel compelled to use flip-flops in the shower, far from the luxurious experience we were promised.None of my family members wish to visit Eagle Crest anymore, making our investment in the timeshare increasingly pointless. We would instead utilize our funds on a vacation where we can enjoy the premises and feel that our investment is worthwhile.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We are writing to request the immediate termination of our timeshare contract with this company. Our experience with Eagle Crest Resorts has been nothing short of a nightmare, leading to significant financial and emotional strain that we can no longer bear. In ****, we were enticed by a promotion for a free luncheon, tour, and other goodies at the new Eagle Crest resort in *******. We spent an entire day attending presentations and speaking with sales representatives who assured us that purchasing a timeshare would be a brilliant investment for our family. Regrettably, the promises of easy bookings, worldwide availability, and the option to sell back our timeshare have proven to be false. Since our initial purchase, we have encountered countless issues with booking, including difficulties reaching customer service, limited availability, and unauthorized changes to our terms. We were also blindsided by the news that our children would be obligated to assume responsibility for the timeshare upon our passinga fact never disclosed during the sales process. This has further compounded the stress and financial burden of this timeshare on our family. The maintenance fees associated with our timeshare have become increasingly unmanageable, particularly given our inability to use the property as intended. These costs have driven us to borrow money, exacerbating our financial situation. Given these ongoing challenges, misrepresentations, and the detrimental impact this timeshare has had on our lives, we insist on the immediate termination of our contract with Eagle Crest Resorts. We have been victims of deceptive and manipulative sales practices and we refuse to remain bound by a contract that has caused us so much distress. Please have someone reach out to us to resolve this ASAP.

  Business response

  01/31/2024

  Greetings

  Thank you for the opportunity to respond to this complaint, we take them very seriously.

  In ****, ***** and ************************* purchased a deeded timeshare at Eagle Crest Resort and later in **** ***** and ************************* purchased an additional deeded timeshare. I would like to add that the ******** did not acquire a membership but rather deeded pieces of real estate that are part of the Vacation Resort ****************** (****). Because they are deeded pieces of real estate, its not possible to just terminate or cancelthe properties. They must be sold/bought/foreclosed/etc. and then retitled in the new owners name, similar to most real estate that transfers title. I have included both recorded deeds illustrating the Johnsons ownership.

  ******************* shares in her complaint that the process to book their timeshare has been difficult and options to utilize the timeshare worldwide were falsely promised. **** has a full-time owner reservation team dedicated to assisting owners book their timeshare and provide information on exchange options. The department is open 8-4:30, Monday Friday and is easily reached by phone. The reservation team often provides information on ****s participation with well known exchange companies and assists owners in facilitating this process. This department can be reached by calling ************ during the hours mentioned above.

  ******************* also stated that their children would be obligated to assume responsibility for the timeshare upon their passing. **** does not provide information of this nature to owners as these situations differ from owner to owner and are a function of how the deed is recorded. This would have to be discussed with the Johnsons legal representation, not ****.

  Owner maintenance fees are assessed to maintain and refurbish the condominium, sports center, road systems and other association assets; as well as provide check-in services,housekeeping, property taxes, insurance, etc. ***************** assets and services provided are subject to increases. The cost to provide these services have increased over the years as well as utility costs, labor and materials like every other business, the association is subject to the same increases.While the associations board of directors carefully manages the **** budget and expenses to keep annual maintenance fees down, they are responsible for the financial health of the association.

  ******************* reached out in August of 2023 to the associations management company, Eagle Crest Management with a certified letter asking to immediately terminate their timeshare. Similar information to what is included in this response was provided to ******************* at that time.Additionally, we have sent the Johnsons information on options to transfer/sell their timeshare. No mention has been made of their efforts to manage the sale of their timeshare on their own.

  Please let us know if there are any additional questions pertaining to this matter. We are happy to provide you with information as requested.

  
  Thank you, 

• Initial Complaint

  11/30/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Buyer Beware!I acquired this timeshare from an individual with the understanding from the resort that the week from EagleCrest could be seamlessly transferred to my 'WorldMark' timeshare for ****** points. However, over the years, this arrangement has evolved into only **** points, and now I'm required to pay a transfer fee, which was not part of the original agreement. Adding to the frustration, the annual fees, which were initially reasonable, have consistently increased.Regrettably, my travel habits have changed, and I no longer have the inclination to explore as much. Recognizing the potential burden this might pose for my children, I want to find a resolution. It's worth noting that I've never even visited the EagleCrest resort, making the current terms and escalating fees even more disheartening.

  Business response

  12/04/2023

  Greetings

  
  Thank you for the opportunity to respond to this complaint, we take them very seriously.

  
  In ****, **************************************** acquired a deeded Timeshare property at Eagle Crest Resort. I would like to add that ******************************** did not acquire a membership but rather a deeded piece of real estate that is a part of the Vacation Resort ****************** (****).Because it is a deeded piece of real estate, its not possible to just terminate or cancel the property. It must be sold/bought/foreclosed/etc. and then retitled in the new owners name, similar to most real estate that transfers title. It appears that ******************************** uploaded the deed along with her BBB complaint which further illustrates the fact that this timeshare is a deeded piece of real estate.

  
  The transaction in which ******************************* acquired the timeshare was not managed by a member of the Eagle Crest team and information provided during this transaction was not accurate. ******************************* shares in her complaint that she acquired the timeshare from an individual that supplied her with information pertaining to utilizing her **** timeshare with WorldMark and their point-based system in which **** has no association with. She continues in her complaint to reference the declining value of WorldMarks point-based system. Again, **** does not have any affiliation with WorldMark nor does it represent WorldMarks points based system.

  
  In *********************************, she stated that her travel habits have changed. While we can appreciate things change over time, we do not agree that ***************************** of her timeshare is a valid reason for complaint. She acquired a piece of real estate and whether she uses it doesnt have an impact on the costs linked with maintaining and operating this association. Owner fees are assessed to maintain and refurbish the condominium, sports center, road systems and other association assets; as well as provide check-in services, housekeeping,property taxes, insurance, etc.

  
  The above reverenced association assets and services provided are subject to increases. The cost to provide these services have increased over the years as well as utility costs, labor and materials like every other business the association is subject to the same increases. While the associations board of directors carefully manages the **** budget and expenses to keep annual maintenance fees down, they are responsible for the financial health of the association.

  
  ******************************** has reached out to the associations management company, Eagle Crest Management, on several occasions over the past year. Each inquiry has been answered and information has been provided. The most recent communication to Eagle Crest Management alluded to the fact the ******************************** had engaged with an exit company to find a buyer for her timeshare. Eagle Crest Management provided her with known options to divest and transfer her timeshare ownership which includes a cautionary statement about timeshare exit companies.

  
  Please let us know if there are any additional questions pertaining to this matter. We are happy to provide you with information as requested.

  
  Thank you, 

• Initial Complaint

  10/28/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Eagle Crest Resorts has cut all communication after putting us on a waiting list to be reviewed by their board of directors. The Training and Development Manager of Eagle Crest, ***************************, told us that we would be considered in August and we have not heard anything other than they are "backed up." WIth November and the year's end around the corner, we're afraid that Eagle Crest will force us to pay maintenance fees for 2023 to qualify for our contract to be canceled. We don't want to spend a whole year of maintenance fees for a timeshare we no longer want. We need someone to force them to reopen the lines of communication and give us an update and timeline of where we are in the cancellation process. Eagle Crest may feel like they have us stuck between a rock and hard place, but you can be the advocate we need as the BBB. We appreciate your consideration; it would mean the world if you could get us on the way to a terminated contract before the end of the year.

  Business response

  10/31/2022

  Eagle Crest Resort has an ******************** (Eagle Crest Management, ECM) that manages several of the Homeowner Associations on the property and also manages the Vacation Resort ****************** (VROA).  ECM does not buy, sell,or otherwise own any VROA timeshares.  ECM is strictly an HOA ****************** and has never sold any real estate, including timeshares.  *********************************** complaint against Eagle Crest Resort is unfounded as they do not have a contractual relationship with Eagle Crest Resort.  The complaint should be directed to VROA.  Regardless,this response should satisfy as a response for either party.
  
  In April of ****, ********************************* bought a timeshare property at Eagle Crest Resort.  At that time, Eagle Crest Resort was owned by another company and at that time, they had an active timeshare sales program, but that program has not been in place for over 18 years.  I would like to clarify that ********************************* did not buy a membership but rather deeded real estate that is a part of the Vacation Resort ****************** (VROA).  VROA is made up of owners who share equally in the expenses associated with their assets.  Because Marions property is deeded real estate, it is not an option to just give back or cancel your property. It must be sold/bought/foreclosed/etc. and then retitled in the new owners name, like most real estate that transfers title. 
  
  VROA recognizes that owners have things in life that requires them to divest their properties.  Because of that, VROA does consider requests to accept title to deeds in lieu of foreclosure but must manage these requests so that the Association finances are not detrimentally impacted which would shift these costs to the other owners within this association.  There is no contractual or legal obligation for VROA to accept title, but they do try to show good will when hardship cases arise. 
  
  All hardship requests are evaluated annually and if VROA accepts title to Marions deed in lieu of foreclosure, they will be contacted.  Again, there is no obligation for VROA to accept title.  If they have not heard back, it is safe to say that they were not granted a deed in lieu of foreclosure.  They will however remain on the list for future evaluation.  If they are selected as one of the deeds in lieu of foreclosure, they will be contacted.  Until that time, or a time in which Marguarita *********************** this property, they are obligated to pay the owner assessments associated with this property.
  
  This is a VROA policy and Eagle Crest Management is not able to modify policies of VROA.
  
  Thank you

• Initial Complaint

  05/09/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We are reaching out to you regarding our ownership with Eagle Crest. We have tried contacting them via email and phone, but we cannot get through to them to discuss our issues with our timeshare. We have used it frequently, but after being advised that the financial burden would pass to our children upon our death, we felt it in the best interest of our family to reach out to them, requesting options to release us from our timeshare. We are also aging, making travel more and more difficult with each passing year. We have done everything we can to get rid of this on our own, but nothing works. We have tried to sell, rent, and even give it away, but none of those paths have led us to a timeshare-free existence. We even offered to sign it back over to Eagle Crest, but still, no one gets back to us, or they tell us to sell it, rent it, or give it away, which does not work. We need them to get back to us and allow us to be released from this agreement to move forward with our lives in the best way possible.

  Business response

  05/10/2022

  Eagle Crest Resort has an HOA **************** (Eagle Crest Management, ECM) that manages several of the Homeowner Associations on the property and also manages the Vacation Resort ****************** (VROA).  ECM does not buy, sell, or otherwise own any VROA timeshares.  ECM is strictly an HOA ****************** and has never sold any real estate, including timeshares.  Mr. ********** complaint against Eagle Crest Resort is unfounded and misdirected as he does not have a contractual relationship with Eagle Crest Resort.  The complaint should be directed to VROA.  Regardless, this response should satisfy as a response for either party.
  
  ********************* purchased his property in September of **** and has had the use and privileges associated with that property for approximately 31 years.  At the time of purchase, Eagle Crest Resort was owned by another company and at that time, they had an active timeshare sales program, but that program has not been in place for over 18 years. I would like to clarify that ********************** did not buy a membership but rather deeded real estate that is a part of the Vacation Resort ****************** (VROA).  VROA is made up of owners who share equally in the expenses associated with their assets.  ****************************** is a deeded piece of real estate, it is not an owner discretion to just give back or cancel his property.  It must be sold/bought/foreclosed/etc. and then retitled in the new owners name, like most real estate that transfers title. 
  
  ECM did receive an email from the ********** on February 20th, 2022,complaining about buying more points and not being able to use them.  We responded in kind and let them know that VROA does not have sales program and does not use points and that he might be confusing VROA with WorldMark Timeshares which is a points-based product and does have a sales program for selling points.  This is not something that we are affiliated with and cannot assist with that.
  
  VROA recognizes that owners have events in life that requires them to divest their properties.  Because of that, VROA does consider requests to accept title to deeds in lieu of foreclosure but must manage these requests so that the Association finances are not detrimentally impacted which would shift these costs to the other owners within this association.  For every property that VROA takes back, they accept the ongoing costs for that piece of real estate which is in turn paid by the remaining owners of this association.  There is no contractual or legal obligation for VROA to accept title, but they do try to show good will when hardship cases arise. 
  
  ********************* has not submitted a hardship request to VROA.  With that in mind, Eagle Crest Management will send him the hardship request paperwork to the email address on record.  If ********************** wishes to submit that request, his request will be added to that list for consideration.
  
  We would be happy to answer any further questions regarding this complaint.
  
  Thank you

  Customer response

  08/11/2022

  To state that we have not submitted a hardship request is inaccurate. In June of this year, we mailed a letter detailing our hardships to the **** Board of directors, to which I received no response. We absolutely want to be considered for a deed in lieu of foreclosure and would request that process begin as soon as possible, since our hardship information was already submitted.
  
  ***************************
  

  
  

  Business response

  08/31/2022

  Please see attachment for our response.  

  Customer response

  09/22/2022

   
  First off, we never received any response from your offices in May. We sent a hardship letter, as instructed in May of this year. Never got a response. We were advised by Eagle Crest to take this action so we could be considered for release. We sent this to the **** but were under the impression they were the same company, and since we did not get your response dated May 10th, we did not know that our complaints needed to be filed against them versus Eagle Crest directly. We want an answer to our request. Are we going to be approved, or will you shaft us? The whole purpose of us filing our complaints is because of the lack of communication and follow-up provided by **** and the lack of instructions provided by Eagle Crest. We want an email or phone number for a **** member so we can speak on this directly. If you cannot give that to us, we have no choice but to continue to reach out weekly to the Eagle Crest contacts we currently have a record of speaking with to date. 
   
  Regards,
   
  **** and *****************************
  

  
  

  Business response

  09/26/2022

  The answers to ************************** latest questions have been answered in the previous company's response (an excerpt is copied below for convenience).  He is on the list, and IF he is granted an acceptance, he will be notified.  The list is reviewed once a year in the last quarter.  He will hear from these offices if his property is accepted.  Badgering and name calling will not move him above other owners seeking relief.  Again, this is a voluntary Good Will program.  VROA is not obligated to fulfill this request.

  "....Mr. ********** hardship request was received on May 27th, 2022, and he has been formerly added to the list for review. As noted in our previous response, there is no contractual or legal obligation for VROA to accept title, however they do review hardships on a case-by-case basis, keeping in mind the financial health of the Association as a whole.  The hardship list is reviewed on an annual basis and a small number of hardships are accepted the requests are prioritized by current exposure (past due balance) and then on severity of circumstances health, income, length of time on the list, willingness/ability to pay all or a portion of the owing balance/deed transfer fees/future dues. If a hardship request is approved, a notice is sent to the owner and the internal process to transfer the deed to the Association will begin. Notices are not sent to those that are not accepted, however if asked, we do our best to respond to those inquiries.

  Customer response

  10/04/2022

  BBB/** RESPONSE

   

  We have heard that they are working on these requests, but there is no sense of urgency or care being given. We keep reaching out to ensure that no one overlooks us. We have been overlooked numerous times by Eagle Crest and believe this time will be no different. Again, we have not gotten anything they have claimed to have sent us, which they do not address in this response. We have reached out multiple times without hearing a sound from them, and when we point that out, they get upset and send us the same blanket response. Our frustrations would have been less if they had just communicated to us. Instead, they chose to ignore us, which is why we grow increasingly frustrated by the day. Can they at least provide us with the **** contact information or tell us when our account will be reviewed for deedback?

• Initial Complaint

  05/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have had difficulty reaching this business since requesting a hardship release back in September. When we call to follow up on the request via phone, we have to leave multiple messages with *********************** and *************************** but never get a callback. When we send emails, they go unanswered. We need them to contact us and advise if we have been approved for the hardship release. Attached to this complaint is a copy of our letter sent back in September.Thank you,******* and *********************

  Business response

  05/10/2022

  Eagle Crest Resort has an HOA **************** (Eagle Crest Management, ECM) that manages several of the Homeowner Associations on the property and also manages the Vacation Resort ****************** (VROA).  ECM does not buy, sell, or otherwise own any VROA timeshares.  ECM is strictly an HOA ****************** and has never sold any real estate, including timeshares.  Mr. ****** complaint against Eagle Crest Resort is unfounded and misdirected as he does not have a contractual relationship with Eagle Crest Resort.  The complaint should be directed to VROA.  Regardless, this response should satisfy as a response for either party.
  
  ************* purchased his property in November of **** and has had the use and privileges associated with that property for approximately 35 years.  At the time of purchase, Eagle Crest Resort was owned by another company and at that time, they had an active timeshare sales program, but that program has not been in place for over 18 years. I would like to clarify that ************** did not buy a membership but rather deeded real estate that is a part of the Vacation Resort ****************** (VROA).  VROA is made up of owners who share equally in the expenses associated with their assets.  Because Mr.****** property is a deeded piece of real estate, it is not an owner discretion to just give back or cancel his property.  It must be sold/bought/foreclosed/etc. and then retitled in the new owners name, like most real estate that transfers title. 
  
  VROA recognizes that owners have events in life that requires them to divest their properties.  Because of that, VROA does consider requests to accept title to deeds in lieu of foreclosure but must manage these requests so that the Association finances are not detrimentally impacted which would shift these costs to the other owners within this association.  For every property that VROA takes back, they accept the ongoing costs for that piece of real estate which is in turn paid by the remaining owners of this association.  There is no contractual or legal obligation for VROA to accept title, but they do try to show good will when hardship cases arise.  ************** submitted a hardship request in September of 2021 and their request was added to the list of requests for consideration.  At that time, it was explained that all hardship requests are evaluated annually and if VROA accepts title to the ****** deed in lieu of foreclosure, they will be contacted.  Our office returned another call and left this message again on January 25th of 2022.
  
  It is surprising to receive a request for VROA to take back this property as well as the costs associated with it, only to in turn file a BBB complaint when the ****** did not get their request granted.  Again, there is no obligation for VROA to accept title or consider this request, this is simply a good will program. 
  
  ************* was not approved for 2021 but his property remains on the evaluation list for 2022.  If he is selected as one of the deeds in lieu of foreclosure, he will be contacted.  If he is not contacted with this information,his property was not one that was selected for that year, but the request will remain active going forward.  Until that time, or a time in which ************** sells this property, ************** is obligated to pay the owner assessments associated with this property.
  
  We would be happy to answer any further questions regarding this complaint.
  
  Thank you

• Initial Complaint

  02/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have tried on a number of occasions to get a resolution to our problem with Eagle Crest Resort. We have reached out to them in writing and by phone. We have been put off for months. We would really like for them to just respond to our requests to be released from this timeshare. We were told they were working on it and will get back to us by one of the representatives, but that has yet to be done. That information was given to us three months ago. We need to have this settled as soon as possible.****** and *******************

  Business response

  02/18/2022

  Eagle Crest Resort has an HOA **************** (Eagle Crest Management, ECM) that manages several of the Homeowner Associations on the property and also manages the Vacation Resort ****************** (VROA).  ECM does not buy, sell, or otherwise own any VROA timeshares.  ECM is strictly an HOA ****************** and has never sold any real estate, including timeshares.  ********************* complaint against Eagle Crest Resort is unfounded as he does not have a contractual relationship with Eagle Crest Resort.  The complaint should be directed to VROA.  Regardless, this response should satisfy as a response for either party.
  
  In October of **** ******************* bought two timeshare properties at Eagle Crest Resort.  At that time, Eagle Crest Resort was owned by another company and at that time, they had an active timeshare sales program, but that program has not been in place for over 17 years.  I would like to clarify that ******************* did not buy a membership but rather deeded real estate that is a part of the Vacation Resort ****************** (VROA).  VROA is made up of owners who share equally in the expenses associated with their assets.  Because Rossis properties are deeded real estate, it is not an option to just give back or cancel your property. It must be sold/bought/foreclosed/etc. and then retitled in the new owners name, like most real estate that transfers title. 
  
  VROA recognizes that owners have things in life that requires them to divest their properties.  Because of that, VROA does consider requests to accept title to deeds in lieu of foreclosure but must manage these requests so that the Association finances are not detrimentally impacted which would shift these costs to the other owners within this association.  There is no contractual or legal obligation for VROA to accept title, but they do try to show good will when hardship cases arise.  ******************* sent a hardship request to VROA in 2021.  We have no records of contact other than that letter. 
  
  All hardship requests are evaluated annually and if VROA accepts title to Rossis deed in lieu of foreclosure, they will be contacted.  It seems ingenuine to ask VROA to please take back these properties as well as the costs associated with them, only to file a BBB complaint when they didnt get their request granted.  Again, there is no obligation for VROA to accept title.  ******************* was not approved for 2021 but they remain on the evaluation list for 2022.  If they are selected as one of the deeds in lieu of foreclosure, they will be contacted.  Until that time, or a time in which ******************* sells these properties, ******************* is obligated to pay the owner assessments associated with these properties.
  
  We would be happy to answer any further questions regarding this complaint.
  
  Thank you
  
  

*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. ↩