Complaints

This profile includes complaints for Split Rock Resort & Conference Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Split Rock Resort & Conference Center

  428 Moseywood Rd Lake Harmony, PA 18624-7009

• 

  Split Rock Resort & Conference Center

  PO Box 567 Lake Harmony, PA 18624-0567

• 

  Split Rock Resort & Conference Center

  PO Box 672 Dingmans Ferry, PA 18328-0672

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  Split Rock Resort & Conference Center

  PO Box 547C Split Rock Resort Lake Harmony, PA 18624-0820

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  Split Rock Resort & Conference Center

  981 State Route 940 White Haven, PA 18661-3471

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:11/29/2023

  Type:Product 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.

  03 3/23/23 I made a reservation to our time share @ split rock resort in the Poconos, At the time of the reservation a resort fee of $ 148.00 & a pet fee of $ 210.00 was collected using my credit card. I had to make the reservation 6 months in advance. are reservation was for 8/8/28/23 to 9/4/23. When we arrived on 8/28/23 and checked in they stated they needed to collect the pet fee of $ 210.00 I stated I had already paid the fee they demanded proof right there. The lady that checked us in stated that if I give them proof they will refund the charge.so i paid the $ 210.00 fee again on 8/28/23. when we got to our room I went on the internet and found which card I had used. get the proof and went to front desk. The original lady wasn't available until that Thursday, went back on Thursday and she was in a meeting but I was told that she had gotten the proof and would be refunding my $210.00 back to the card I used on 8/28/23. Over a month later still wasn't refunded so I put a dispute in with my credit card. almost the last day they could respond they sent in some documents and the credit card said they found in favor of the merchant. So I called the Crédit card and they said they have no idea why it was found in the merchants favor and they will re appeal the dispute again for another 30 business day. I can't believe Split rock is this hard up for money that they need to charge me $ 210.00 twice.

• Initial Complaint

  Date:11/26/2023

  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.

  On behalf of my daughter, ************************* . We stayed in Split Rock from 7/14-7/19. We were supposed to stay until 7/21 but left early. I spoke with you and was hoping youd follow through and reach out like was told. You were going to see what else could be done about our stay. I am going to give a list of just some of the issues we encountered below. I do want to point out that the staff was very pleasant but unfortunately that didn't help our situation. You did refund some of our money from us leaving early but that is not nearly enough. We couldnt leave earlier because the manager, *** that I was speaking with kept telling us that she was seeing what she could do but then was off for days. We were here for a dance competition and brought in many people that all got 2 bedroom suites. We chose this place to stay because it seemed fun. It cost us soo much more than a regular hotel would have and it was 40 minutes to our venue each day we had to go. I am beyond upset and know the other guests in our group were as well. This was not ok and plan to take every action in making sure others don't have these issues and to make this right for ourselves. Thank you and I expect to hear back from you at some point today or tomorrow. My phone number is **************.-Original room changed due to no air in first room. -No air in resort and myself and person I was staying with both have autoimmune problems that require air conditioning. -Kids didn’t want to do the fun activities due to no air because they were too hot. Especially activities in the back of the resort. -Due to heat, we had to eat out more often because we couldn’t eat in the facility. -We did try to eat at the buffet once but paid $80 to actually not eat because the food was inedible and the children wouldn’t have any of it. They didn’t have Diet **** but told me they could get it from the bar and I had to pay for it. But originally was told soda was included in price. -Pool got filled the day we got there and was freezing so the kids weren’t able ti go in it for days. The little kids pool was disgusting and brown water. Most likely due to children constantly in it because they couldn’t go in the regular pool. -Tried to do hot tub one day and that was empty -Water park was not open during hours they were supposed to be -When water park was open multiple rides were closed such as the boogie board wave thing and the large family water slide. -Snack bar in water park fountain drink machine was the dirtiest thing I’ve ever seen. Everyone was talking about how gross it looked. -When called from room phone to front desk no one ever answered. And I tried lots of times over multiple days. -No service on regular phone. My daughter couldn’t talk with or ******** her daddy and it caused major issues. -3 TVs in room and only one worked. Had to keep going downstairs to wait in long line to speak to someone because the phones didn’t work and then when someone eventually came to fix it they said they fixed it and left but it was never fixed. The one in bedroom kept coming on by itself. For days. All day/night. I barely for any sleep the entire time there and my daughter didn’t either due to this. -Air in new room worked but wasn’t great. Due to our autoimmune disorders we needed colder air at night and we’re having major issues. -Couldn’t even sit on the uncomfortable couch. It was way too upright and no chairs to sit and be comfortable in. We kept saying all we wanted to do was sit and relax. -Towels were hard to get. We had a 2 bedroom suite to accommodate 6 people and only had 4 towels. Again, kept having to go to wait in long line downstairs to ask for towels. And then took forever to get on the one time we actually got them -Pool towels were never available. -No wash cloths available at all. -Lake was closed for multiple days so couldn’t go there. Would have liked to since they couldn’t go in the cold pool and the water park was rarely open. -Mini golf was closed and daughter was really looking forward to that. It’s one of her favorite things. -Our bathroom door kept sticking and at one point the girls got locked in and were crying literally begging us to go home from this place. -And so much more…

• Initial Complaint

  Date:10/25/2023

  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 booked 1 room with 2 queen sized beds online weeks prior to arrival day. On arrival day hotel insisted I booked 2 rooms and bullied me into giving them my credit card to charge an additional room. I had two people with disabilities with me. I am a caregiver. I needed to be in the same room with them. They definitely did not try to resolve the problem at all. The night I had booked was October 18th 2023. They kept the $100 "incidental charge" also.

• Initial Complaint

  Date:10/18/2023

  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.

  On numerous occaisons the Resort has failed to fulfill their Home Owner obligations for those of us that call Split Rock our home. In my case I am a home owner in **** ******* which resides within the SplitRock report area. Split Rock manages the roads and the water systems within this development for over 100 homes. Most residents are owners that live and call this home. Roads over the years have been neglected to the pint where lawsuits have been raised by not only owners but visitors. The water system in 2023 and 2022 has been poorly maintained with a number of short term fixes, and has even had the *** called about the quality. Today 10/18, our water has been off all day and we have not been contacted, we cant get hold of anyone at the front office, I get hung up on when finally getting through, and no maintenance workers exist to tell us whats going on. This is now becoming a health hazard for homeowners and this facility needs to have the Government investigate the financials, the workers, and their poor and corrupt business practices where they take home owner dues and use it for other benefit.

  Customer Answer

  Date: 11/20/2023

  Still no communication from Split rock. 

• Initial Complaint

  Date:09/22/2023

  Type:Product 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.

  This place is filthy and not sanitary. My son, his wife and their two small children were given a room that was so dirty, their feet were sticking to the floor. The furniture was really stained and had a foul smell throughout the room. My credit card was charged a resort fee of $42.40, which was told to my daughter in law that it would be returned. Of course, my son and his family did not stay due to the horrible conditions. The resort fee was for two nights if they had stayed. The fee was deducted on 9/2/2023. To date, I have not received a refund. I called the resort ************ and was transferred several times. No one was able to help me with a refund or so I was told.

• Initial Complaint

  Date:08/24/2023

  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.

  We own a timeshare with *** ***, but for many serious reasons we have decided that we no longer want to be part of the vacation club. We sent our request for termination and transfer of ownership back to them, but they have been unhelpful or completely ignored us ever since. Every message we sent is either met with silence or just a complete lack of empathy or professionalism. The maintenance fees are too expensive for the lack of maintenance at their resorts, and we have no incentive to keep our ownership when regular guests get better accommodations. The fees have increased about 10% yearly while stating in the contract that it wouldn't be over 7.5% (which is already a crazy high increase when you realize as I said before, there is a complete lack of maintenance at the resorts!!) We would like to again formally request that *** *** Vacation Club terminate our contract and transfer the property back to them as soon as possible. We hope that they can help us in this matter so we can move on from dealing with this company. Its been far more stressful than need be.

• Initial Complaint

  Date:08/10/2023

  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 would like my reservation refi fed for August 6 and 7. There was no air conditioning, tv not working, indoor pool closed. There was,no Wi-Fi. There were bugs in the room. There was a police incident at the hotel. There were guns and ammunition set up adjacent to the arcade. We did not feel safe. I attached a copy of my refund request and the letter I gave the hotel.

• Initial Complaint

  Date:07/24/2023

  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.

  Purchase a 3 day stay ,the room was filthy when we got there.I got a room with a ******* only to realize we had no water in our room.It was a one bedroom thst was suppose to have full kitchen dishes and pots but we only had glass.I don’t drive and you have to take a shuttle tom main building for everything .They stopped answering my call and I had to wait till the following day because I couldn’t speak to anyone or schedule a ride to the mail bildung to the front desk.The next day they dsid that they would get me some ***** wipes and by the time we got back from the water park the water wouybe on which never occurred.I went to the front desk by get a ride from another person staying in the building and the said they would look for domes dishes and pots so I could use my groceries but only came back with a blanket and one pot..I continue to call and no answer or way to get to the main building.finally in the morning they started to answer and told me that they would move me by the end of the day which never occurred because they claim they were fully book so they offered me a food voucher since we couldn’t cook.awhile we were setting staff came in the room and took som of my stuff by going thru my suitcase and stole the bulk of my groceries.I got security to come and see my suit case was opened and 75! percent of my groceries was taljen.Security called house keeping and told them to brings my stuff back but only about 20 percent back.He claimed he thought we check out yet he stoked two pairs of sneakers and 4 brand new **** tee shirts and a **** cover up that all still had the tag on it.They told me thst when the manager came in they would get this all taken care up and I’ve been call multiple time a day and this manager has yet to call me or do anything to compensate me for all of that and I’ve called and email and everything that was asked of me and still nothing.My stay was the weekend of feb24th and still nothing and I call at least 3 day a week more then twice

• Initial Complaint

  Date:06/02/2023

  Type:Product 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.

  The company split rock/*********** resort is the company that i am a owner in a time share with since 2020. The company has break in its sagerty protocols with scammerscontacting me and emailing me unlikely documents that are asking for monies but not detailing any actual affiliation with my direct account. I need the company to contact me by mail with signifying details letting me know they are still in existance detailing the current status as of them as the owner of my account, detail any changes or updates to their management, tell me what they are doing about companies attempting to mimic their business name asking for money, and ensure my financial safety in continued business dealings with them as I am aware of false documentation that has been used to delay my customer service access to actual personnel on the property to book, ask questions, prepare for use of the shares in which I have invested. I am aware of third parties procuring their name and misusing it through calls, emails and possibly by mail using their logo as well as various others with different addresses and phone numbers. tHe unknown third parties have been purporting they are split rock/****** ***** but have no phone lines that can be called back and the only ones going to collections lines are the indicator they are false. I have told them to not contact me anymore and have indicated if they are split rock/*********** to mail me a letter stating such and I have not received that as of now which is why I am again communicating that split rock/****** ***** is not properly handling these occurrences regarding the possible takeover by a scam third party contacting members only through discussions of late payments, collections and or additional fees but not about weeks scheduled, promotions etc. They have not sent the letter(s) which is confirming that no payments will be going to split rock/****** ***** until they can confirm my financial safety from theses purported scammers.

• Initial Complaint

  Date:05/27/2023

  Type:Order 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.

  Plaintiff:****** and *************************** *********** Time Share Member: ****** WILL EMAIL COMPLETE COMPLAINT UPON REQUEST.Settlement Demand:As a result of your actions, the Plaintiff seeks relief in the form of:A termination of the original timeshare (vacation license) contract in all respects.BREACH OF CONTRACT:(Our timeshare season is RED, all times of year. *** *** has consistently, during the high season of summer, rented out *********** units to a very large outside group for two weeks, assigning them reservations priority over *********** Timeshare owners, displacing said owners who cannot book during those two weeks, and/or are upgraded to less desirable accommodations at the Galleria.)BREACH OF CONTRACT:(Our timeshare purchase includes full use of the resort. *** *** Collections has, as of 2021, required and charged new resort fees for use of the resort facilities and amenities that have historically been included in the purchase of the timeshares and were represented as such in the sales presentations. No one would be interested in paying a large sum of money to buy a timeshare and then pay annual maintenance for a one or two bedroom timeshare unit at Willowbrook, which is in the middle of nowhere and has no amenities, without the included attractions, facilities, and amenities of Split Rock Resort. BREACH OF CONTRACT:(Vacation license refers to right to use, not obligation to use under any circumstances. We do not choose to engage in a vacation license agreement that has so egregiously been violated in letter and spirit since ****************** has assumed ownership December 2020.)BREACH OF CONTRACT:(Again, see item 5 above)BREACH OF CONTRACT:(The sole reason for our non-use of the Vacation License, of our inability to enjoy our once-beloved annual family vacations at Split Rock Resort, is due to *** *** Collections mismanagement, failure to maintain facilities, activities, and amenities, inflated resort fees, and reduction or unavailability of resort staff ongoing.) (see additionally Exhibits A, ****** for overwhelming evidence of *** *** Collections negligent ownership and management of Split Rock Resort)And more to follow in attached document...