ComplaintsforBig Valley Resort

• Initial Complaint

  08/10/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My experiences with ****** Village at Big Valley have been nothing short of frustrating and disappointing. When I initially invested in their timeshare, I was led to believe that it could accommodate up to eight people and be used anywhere. However, these promises proved to be false. In 2009, when I attempted to use the timeshare, I found it could only accommodate four people, and we were all forced to share a single bedroom. This was a far cry from what was promised to me. I attempted to list my timeshare for sale. Despite paying upfront fees on three separate occasions to facilitate this process, not a single person expressed interest in purchasing my timeshare. Feeling trapped and seeking a way out, I contacted ****** Village at Big Valley to inquire about a release of my ownership. I spoke with a representative named ****** who informed me that I would need to pay a $5000 fee to return my fully paid-off timeshare. This demand is not only unjustifiable but also seems designed to extract more money from me while enabling the resort to resell the timeshare for further profit. This situation is completely unacceptable. I am not liable for any additional costs. I demand that ****** Village at Big Valley accept the return of my timeshare without imposing any further fees. I have fulfilled all my financial obligations towards this timeshare and refuse to be penalized further.

  Business response

  09/08/2023

  Dear ******************,

  We have tried to reach the customer by telephone many times and left messages.  We emailed the customer a detailed explanation of the situation and have received no reply.  We consider this matter closed.

  Thank you for your assistance in resolving this matter.

• Initial Complaint

  10/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We stayed in ******* in 2021. Jackie the manager claimed we trashed the house we stayed in. We have photos that we took and the house was not trashed in any way. I'm trying to use my time share through *** but we can't. My maintenance is payed for 2023. She won't bank it for 2023 unless I pay it.

  Business response

  10/27/2022

  *** *******,

  
  

  We are in receipt of the above referenced complaint.  When the guest stayed at our Resort for a week they left the accommodations with damaged and missing towels, blankets, and pillow cases.  Also, they exceeded our allowed occupancy limit of six (6) guests. The accommodation required an extra hour of cleaning before the next guest arrived a few hours later. This guest has been here many times in the past and knows the policies and procedures we have regarding damages and occupancy limits.  

  
  

  They were billed for extra cleaning of towels, blankets, and sheets as well as replacements for those beyond repair.  We could also have asked the guest to leave for having too many people but instead we allowed them to stay and charged them the over occupancy fine.  When questioned about these things the guest denied everything.  Family members of the guest confirmed to us that they had more than six people. We emailed pictures of the damages to the guest and still no admission whatsoever of the fact they left the accommodations unacceptable. 

  
  

  The Resort will not tolerate the blatant disregard of our policies and code of conduct.  We will contact the guest to reach a conclusion to this matter. 

  Customer response

  10/31/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  This statement from them proves they are complete LIARS....  the blanket they speak of was in closet(we have pictures to prove so)  towels they claim were also in unit on shelf above washer and dryer....  we NEVER  TOOK PILLOWS OR PILLOW CASES.... THIS IS A NEW LIE THEY NEVER SPOKE OF BEFORE.  A book they told us we took  was in a drawer in kitchen closest to hall.  Sticky black substance in shower were tar soap that washes away with water...   We have our OWN pictures to prove our INNONENCE.   If we were such thieves why would we be allowed back time and time again.   WE HAVE never taken anything from their units.   They never asked us to leave just told us to pay and additional $250.  and told us to have a great day.   When we purchased this unit years ago they told us we were so close to NewYork that we could bring family and friends to enjoy their pool and great place.  WHAT LIARS and lies These Time Share places will tell you to purchase.   This place according to Jackie (the liar)  she claims we have drones to watch over us; this is more like a prison camp than relaxing resort they claim....NASTY SNEAKY LIARS.   We don"t know how to send our  pictures can you please advise.
  
  Regards,
  
  ******* *********
  

• Initial Complaint

  02/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have tried many times to get someone at ****** ******* at Big Valley to help with my concerns. I have told them that I am not able to continue paying the large fees to maintain the timeshare they trapped us in. I gave them several reasons why I can't continue along with the fact that I am a Widow with disabilities. I explained in detail and they told me to pay them $5,000 and they will let me out. Where am I supposed to get that money? I don't understand how these people can get away with doing this. I just need them to let me out of this ownership without these fees. I need this resolved as soon as possible.

  Business response

  03/23/2022

  March 18, 2022

  Dear *** *******,
  
  We are in receipt of the above referenced complaint. We have explained to **** ******* on several occasions that we are unable to simply “take back” the timeshare she purchased.  The fees she is referring to are the annual Maintenance Fees, which are used to pay for the utilities, maintenance, taxes and insurance on the property. If our Financial Services departent agrees to allow a release from their contract, the client must first prepay for the next several years’ Maintenance Fees; in **** *******’s case, a total of $5,000.00. 
  
  We will continue to work with our client to help her develop a payment plan that better suits her current financial position. Thank you for taking the time to address this matter.
  
  Sincerely,
  
  Kathy W*****
  Owner Services
  Big Valley Resort

  Business response

  04/14/2022

  April 13, 2022 
  
  Dear *** *******, 
  

  This matter has been resolved. Our file is closed. 
  

  Sincerely, 
  Kathy W*****

  Owner Services Big Valley Resort

  Customer response

  04/15/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is actually a work in progress. I have been in contact with Jackie T**** of the Big Valley Resort - ****** ******* and through a Mutual Release Form generated by Big Valley Resort - ****** *******, I will be released from this timeshare with of course a mutually monetary agreed amount. 

  This is and has been very stressful on me physically, emotionally and financially. The second and complete payment will be paid by May 12, 2022. I want to thank the Better Business Bureau for reviewing my concerns.
  
  Regards,
  
  **** *******
  
  

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