ComplaintsforThe Colonies at Williamsburg

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October 2019 we bought a timeshare for ******* and we pay maintenance fees yearly of *****. We were told we could take lavish vacations for only $*** each vacation and have never successfully booked even one time. We were given multiple offers to entice us to purchase and we haven't been able to use them either. We have contacted them on multiple occasions and thier response is they didn't do anything wrong, so they won't help us in any way. I have attatched a letter and supporting documents. Now the price has went up to **** for each booking, not that it matters, we can't book anything anyway. We don't want our children and grandchildren to have to pay for this upon our deaths. This timeshare is financially draining and I believe we were lied to throughout the whole process. We have yet to take one lavish vacation anywhere and this dream I had is now a nightmare. When I think about all the money we have spent on this and got nothing in return, I am just sick. Now we are at retirement age and can't retire with this albatross hanging around our necks. Our contract #******** Thank you in advance for whatever help you can provide. ***** *** ******* *****

  Business response

  04/09/2024

  To whom it may concern;
  
  Williamsburg Resorts, Inc. f/k/a Williamsburg Plantation, Inc. (“Developer”) is in receipt of the above referenced Complaint filed by ******* ** ***** *** ***** ** ****f (the “Consumer”) the ****** ******** ****** ** ******* ******* ****** dated April 4, 2024, concerning their purchase of their currently owned timeshare interest at *** ******** ** ************.
  
  We have reviewed Consumer’s Complaint and the allegations contained therein, as well as Consumer’s file. The following is our response to Consumer’s Complaint.
  
  As background information, Developer has registered the Resort with the Commonwealth of Virginia Department of Professional and Occupational Regulation, which regulates timeshare resorts in the state of Virginia. The Consumer Documents used by Developer, including but not limited to the Public Offering Statement, comply with the statutory requirements of the Virginia Real Estate Timeshare Act. On a daily basis, Developer’s managers and supervisors provide on-site training to Developer’s sales representatives.
  
  At the outset, I feel it is important to point out that Consumers are experienced timeshare owners. In the Complaint, it seems that Consumer is writing about one (1) single timeshare interest. However, in our review of the records, we found that Consumer initially purchased their first timeshare from ******** ******* Resorts in 2005 and then upgraded their ownership fourteen (14) years later. Below is the history of transactions and purchases by Consumer:
  
  On October 3, 2005, ******* ** ***** *** ***** ** ****f entered in to Contract No. ****** *** *** ****** with ***** ******* *********** (“Lando”) to purchase one (1) timeshare interest, Assigned Unit Week No. 24 with Biennial Odd Year Usage at ******** ******* Parkway (the “1st Timeshare”). Lando provided Consumer with the purchase money financing for the 1st Timeshare. Consumer satisfied their payment obligation on the 1st Timeshare to Lando on or about December 17, 2012. All of the equity paid to Lando for the 1st Timeshare ************ was transferred and credited to Consumer for the purchase of their Current Timeshare.
  
  On October 16, 2019, Consumer entered in to Contract No. 5520586 with Developer to purchase one (1) timeshare interest, Assigned Unit Week 49 at *** ******** ** ************ with Annual Usage (the “Current Timeshare”). Developer provided Consumer with the purchase money financing (the “Loan”) for the Current Timeshare. Consumer made forty-five (45) Loan payments to Developer until they ceased making payments on or about September 5, 2023. Consumers remain delinquent on their payment obligation to Developer for the Current Timeshare at this time.
  
  With each transaction, Consumer was entitled to and received the statutory right to cancel along with a copy of all the documents that they signed. The statutory right to cancel was clearly and fully disclosed to Consumer at the time of each purchase. We have no record of Consumer delivering any notice or request for cancellation within any of the applicable right to cancel periods.
  Consumer alleges that the terms of the transactions were not presented to them properly and that they were subjected to “high pressure sales tactics”. We deny these allegations. Developer and its sales representatives exercise great care in educating each prospective purchaser about what they are purchasing. The closing process is divided between a Sales Representative and a Verification Officer. This split process is deliberate and serves to eliminate any possible confusion consumers may have regarding their purchase. Developer makes a concerted effort to assure that each prospective purchaser makes an informed and educated decision as to whether or not to purchase. With each transaction, all of the terms, fees and costs associated with the purchase are documented in writing for mutual protection. Consumer was not coerced or pressured to do anything; they were under no obligation to enter in to either of their purchases. Consumer could have walked away from the sales presentation and closing or simply decline the offer to purchase at any time of their choosing. With each contract, Consumer participated in the entire sales and closing process and had the full opportunity to ask any and all questions before signing any documents and making any payments. We have attached a copy of the documents that Consumer signed and received on the date of their current ownership which refute the baseless allegations that are now being made.
  
  Consumer alleges they have never been able to use their Timeshare Ownerships. We don’t understand or agree with this allegation. Under our reservation system, an Owner has up to thirty (30) days prior to their “Assigned Week” to reserve the use of their Timeshare Ownership. Thus, if Consumer wanted to use either of their Timeshare Ownerships, they could simply contact the reservation department thirty (30) days before their scheduled Assigned Week and reserve their unit. Please note, as a condition to using their Timeshare Ownership, an Owner must be current on their maintenance fees due to their Association.
  
  Additionally, Consumer also has the option of depositing their Timeshare Ownership with Resort Condominium International (“RCI”), an exchange company. RCI is the largest exchange company in the world. RCI does have certain procedures for depositing and exchanging timeshares. In order to exchange, an Owner must be current on membership fees with RCI. RCI’s customer service department can assist Consumer with any questions concerning the RCI exchange program. Consumer may contact RCI directly at: RCI Weeks *************** *** ****** *************** or via their website at ************ RCI’s website also offers the ability to “Chat” with a Vacation Guide online and email questions, comments or suggestions directly to RCI.
  
  It was disclosed to Consumer at the time of purchase that all exchanges are handled by the exchange company and are always subject to availability however availability at any given resort is constantly changing. Consumer is able to successfully utilize or exchange their assigned Timeshare Ownership weeks if they are flexible and understand how the program works. If Consumer would like personal assistance in booking any reservations or exchanges, a Concierge Specialist is available to provide them with personal assistance.
  
  We do not understand Consumer’s concern regarding their children and grandchildren having to pay for their Timeshare Ownership after their death; this is simply not true; we do not know where they received this information from. It seems that Consumer may have been misinformed on this matter however there is no truth to the claim that Consumer’s family members will be required to assume responsibility for their Timeshare Ownership. Upon Consumer’s passing, their Timeshare Ownership will not be transferred to their children or grandchildren unless they choose to assume ownership voluntarily.
  
  If Consumer is experiencing any financial or medical hardship, they may be eligible to receive hardship assistance. Owner hardships are evaluated on a case by case basis and if an Owner provides adequate proof of hardship. If Consumer would like more information regarding hardship consideration, they may contact me directly via email: *****************************
  
  We are committed to providing great customer services and assisting all owners to realize the full benefits of Timeshare Ownership. If Consumer would like any assistance, we welcome the opportunity to speak directly with Consumer. Our Concierge Service Department is available Monday through Friday from **** **** ** **** **** EST and may be reached toll free at ************** or by email at: Concierge@***************************
  
  In closing, Developer stands behind its product and procedures. Contrary to Consumer’s unfounded and untimely allegations, there simply isn’t any evidence of misrepresentation or wrongdoing on the part of Developer that would warrant the cancellation of the Contract.
  
  Please do not hesitate to contact me directly if you have any questions or need any additional information.
  
  Sincerely,
  **** ** ****
  Corporate Relations Manager
  

• Initial Complaint

  01/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing this BBB complaint to express my deep dissatisfaction with the services provided by The Colonies at Williamsburg. As an owner, I can no longer bear the burden of this timeshare and I want it to be known that I have reached my breaking point. First and foremost, let me address the issue of unfulfilled promises. When I initially invested in this timeshare, I was lured by grandiose claims and assurances of unforgettable vacations. However, the reality has been far from what was advertised. Every time i attempt to book a vacation, there is never any availability. It seems as though the promise of a dream getaway is nothing more than a cruel joke. Adding insult to injury, the process of terminating my ownership has been an absolute nightmare. Despite numerous attempts, the timeshare company holds on to us like hostages, refusing to release us from this suffocating contract. It is infuriating to see how they trap customers and make it nearly impossible to escape their clutches. Moreover, when we did manage to utilize our timeshare, the units were in a state of disarray. Maintenance was sorely lacking, with even basic necessities like properly maintained frying pans missing. It is unacceptable to pay for a service that fails to uphold the most basic standards of cleanliness and upkeep. It is time for The Colonies at Williamsburg to be held accountable for their false promises and lackluster service.

  Business response

  01/31/2024

  Re:       Consumer * ***** ** **** *** ******** ** ****
  BBB Compliant ID No. ********
  Our Contract No. *******
  
  To whom it may concern:
  
  ************ ******** **** formerly known as ************ *********** **** *“Developer”) is in receipt of the above referenced Consumer’s Complaint dated January 16, 2024 to the ****** ******** ******* *oncerning their purchase of a time-share ownership interest at W*********** ********** ***** ** *** ***** ** ******** ******* ** ************ **** *********** ************ ** ********* *** *** ***** ** ********** ** **** *******
  
  As background information, ********* *** ********** *** ****** **** *** ************ ** ******** ********** ** ************ *** ************ *********n, which regulates time-share resorts in the state of Virginia.  The Consumer Documents used by Developer, including but not limited to the Public Offering Statement, comply with the statutory requirements of the Virginia Real Estate Time-Share Act. On a daily basis, Developer’s managers and supervisors provide on-site training to Developer’s sales representatives.
  
  We have reviewed Consumer’s Complaint and the allegations contained therein, as well as Consumer’s file. The following is our response to Consumer’s Complaint.
  
  We feel it is important to point out that Consumers are experienced Time-Share owners. Our records indicate the following:
  
  On March 29, 2009, Consumer entered into an agreement with Developer for the purchase a time-share interest known as Week 48 with Even Biyearly Usage of a ************ ***** at The Colonies at Williamsburg under Contract No. ******* Developer provided Consumer with a loan in order to finance this purchase.
  
  On January 9, 2010, Consumer elected to upgrade by entering in to an agreement with Developer for the purchase of a time-share interest known as Week 18 with Yearly Usage of a Commonwealth Villa at The Colonies at Williamsburg under Contract No. ******* With this purchase, Consumer received a credit in the amount of ********* from Developer. The amount credited by Developer represented the equity paid by Consumer under Contract No. ******* *eveloper provided Consumer with a loan for the balance of the purchase price.
  
  On October 20, 2018, Consumer elected to upgrade their time-share ownership by entering in to an agreement with Developer for the purchase of Week 34 with Even Biyearly Usage and Week 17 with Odd Biyearly Usage (creating a Yearly Time-Share Estate) of a Jamestown Unit at Vacation Village at Williamsburg under Contract No. ******** With this purchase, Consumer received a credit in the amount of ********** from Developer. The amount credit by Developer represented equity paid by Consumer to Developer under Contract No. ******* Developer provided Consumer with a loan for the balance of the purchase price (the “Loan”). Consumer has made sixty-two (62) Loan payments to Developer and is current on their Loan payment obligation to Developer at this time.
  
  With each transaction, Developer and its sales representatives exercised great care in educating Consumer about what they are purchasing. With each transaction, the closing process was divided between a Sales Representative and a Verification Officer. Our split process is deliberate and serves to eliminate any possible confusion consumers may have had. Additionally, we make a concerted effort to assure that each prospective purchaser makes an informed and educated decision as to whether or not to purchase. All of the terms, fees and costs associated with each purchase are documented in writing for mutual protection. Consumers participated in the entire sales and closing process on multiple occasions; they also had the full opportunity to ask any and all questions before signing any documents and making any payments. We have attached a copy of the documents that Consumer signed and received on the date of their most recent purchase which refute the allegations that are now being made after more than fourteen contiguous years of time-share ownership.
  
  Furthermore, with each purchase, Consumer was entitled to and received the statutory seven (7) day right to cancel. This right to cancel is disclosed within the Contract for Purchase and Sale that Consumer signed and received on the date of each purchase; an executed copy of the most recent Contract is attached for your reference.
  
  Consumer alleges they have been unsuccessful in utilizing their Time-Share Ownership due to lack of availability. Under our reservation system, an Owner has up to thirty (30) days prior to their “Assigned Week” to reserve the use of their Time-Share Ownership. Thus, if Consumer wanted to use their Time-Share Ownership they could simply contact the reservation department thirty (30) days before their scheduled Assigned Week and reserve their unit. Please note, as a condition to using their Time-Share Ownership, an Owner must be current on their maintenance fees due to their Association.
  
  Additionally, Consumer also has the option of depositing their Time-Share Ownership with Interval International (“II”), an exchange company. In order to exchange, an Owner must be current on membership fees with II. II does have certain procedures for depositing and exchanging time-shares. II’s customer service department can assist Consumer with any questions concerning the II exchange program. Consumer may contact II directly at: ************** **************** or via website at: www.intervalworld.com.
  
  It was disclosed to Consumer at the time of each purchase that all exchanges are handled by the exchange company and are always subject to availability however availability at any given resort is constantly changing. Consumer is able to successfully utilize or exchange their assigned Time-Share Ownership week if they are flexible and understand how the program works.
  
  While we do not agree with the untimely allegations and unfounded statements that are now being made, we stand firm in our commitment to providing great customer services and assisting all Owners to realize the full benefits of Time-Share Ownership. If Consumer would like any guidance or assistance in making their next reservation or exchange, we welcome the opportunity to speak directly with Consumer. Our Concierge Service Department is available Monday through Friday from 8:30 a.m. to 6:00 p.m. EST and may be reached toll free at ************** or by email at: *************************************
  
  Once again, we apologize for the delay in responding to this matter. Please do not hesitate to contact me if you have any questions or need any additional information.

  **** ****
  Corporate Relations Manager
  Williamsburg Resorts, Inc.
  **** **** ******* **** ********* **** *********** ******* *****  **** ************ **** *** **** ************
  ****** ****************************

  Customer response

  02/08/2024

   
  Complaint: ********
  

  The facts stated in this response do not change my desire to terminate the timeshare with Colonies at Williamsburg.. We will not allow your company to hold us hostage to something we no longer want or are dissatisfied with.

  
  Sincerely,
  
  ***** ****

  Business response

  02/14/2024

  Thank you for sending us the follow-up communication from the Consumer. The communication from the Consumer along with the file for the Contract at issue has already reviewed and a comprehensive response has already been issued. Our position remains unchanged.
  
  The Contract that Consumer executed and entered into with Developer is valid and remains legally binding as are all of the documents that were executed in connection with the purchase. Consumer’s right to cancel was disclosed to the Consumer on the date of purchase. After more than five (5) years of ownership, Consumer no longer has the right to unilaterally cancel the transaction.
  
  There is great value and benefit to their Timeshare Ownership, and we remain ready, willing, able and eager to assist them in utilizing the many benefits available to them. Once again, we welcome the opportunity to guide Consumer directly; our Concierge Service Department is available Monday through Friday from 8:30 a.m. to 6:00 p.m. EST and may be reached toll free at ************** ** ** ***** *** ************************************
  
  In closing, Developer has already reviewed this matter and continues to stand firm in its position of no wrongdoing.

  
  Best regards,
  **** ** **** ********* ********* ******* **** **** ******* **** ********* **** *********** ** *****

  Email: ****************************

• Initial Complaint

  01/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Reference transfer of timeshare ownership ******************* The transfer deed has been processed and recorded and submitted to the Colonies for processing. My title company submitted the recorded deed in November 2023 for processing. I do not understand why its taking so long to simply update my timeshare in my daughters name. Please advise..

  Business response

  01/11/2024

  We have no record of a deed transfer. 

  Business response

  01/30/2024

  Please email the deeds to:  *******************************

  After they receive the deeds they will be in contact with you if they require any additional information.  Thank you.  

• Initial Complaint

  11/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked a reservation at The Colonies at Williamsburg from 11/6/22-11/9/22. We brought our dog and were charged a pet fee of $**** This pet fee is to cover cleaning upon our departure, as confirmed by the attached email, and is a separate feed from any booking/reservation fee. We were also told that because we were only staying 4 nights, we would be charge an additional $** cleaning fee (for short rentals). This fee is not related to having a pet in the room. Were were therefore charged two separate cleaning fees, totaling $***. We believe this is an unfair business practice and that there were not in fact two necessary, separate cleanings performed on our room upon departure.

  Business response

  12/14/2022

  **** ****

  The Colonies at Williamsburg is a Timeshare Resort and the bulk of our business is week long stays, seven days.  Our budgets are based upon yearly maintenance fees that include the cost of one cleaning of the condominium per seven days.  There is a points program available thru **** ****** ************ ************* that allows you to split up your seven day and travel to different Resorts within your seven day time share ownership. 

  Therefore,  it is entirely possible that when dealing with short stay *** Points to have multiple *** Point reservations in the unit within that same seven day period.  Again, the yearly maintenance fee budget is based on to include only one cleaning per week.   This information is on the RCI website for *** points which states additional housekeeping fees may apply.  It is the RCI member's responsibility to understand all the different services and fees that each individual Resort may or may not include or have in place. 

  The Colonies at Williamsburg is a limited Pet Friendly Resort.  (only certain number of rooms are designated as pet friendly)  RCI website does instruct the members who wish to reserve a pet friendly unit to call the Resort to confirm availability before confirming their booking thru them.  The additional Pet fee is charged as there are extra cleaning services involved after the guests depart.  Such things as pest control spraying for fleas and ticks, shampooing of carpets and upholstery and hair removal prior to the next guest checking in.  These additional "Pet Fees" are also noted on the RCI website. There are no wrong business dealings involved here but perhaps the guest did not research the policies which are available to them. 

  If you have any questions please feel free to contact me directly.  My name is James ****** and I am the General Manager at the Colonies at Williamsburg and this type of complaint falls under my responsibility to respond to and is the reason that Scarlett ********* forwarded this complaint to me.  Below is my contact information should you have any additional questions or information needed.  

  Thank you,

  James ******

  General Manager

  The Colonies at Williamsburg Resort

  **** **** ***** ****

  ************* ******** *****

  ************ **** ****

  Customer response

  12/15/2022

  
  Complaint: ********
  
  I am rejecting this response because:  We did call the resort to discuss the pet fee prior to our stay.  We fully expected to pay this fee.  It was known at this time that the stay was less than a week and there was no mention of a 'short stay' cleaning fee in addition to the pet cleaning fee.   We were told of this 'short stay' cleaning fee only upon completion of the check in process.  Again, we are being charged twice for cleaning the room.  Surely, they are not actually cleaning the room two times upon our departure.  Again, I propose that this is an unfair business practice and only the pet fee should apply.  
  
  Sincerely,
  
  Brian ******

• Initial Complaint

  08/04/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a timeshare through Williamsburg Resorts, Inc at The ******** at Williamsburg in Williamsburg VA on Old Towne Ave. At the time of purchase I was escorted to electronically sign documents with a ***** *******. So on these pages that were went through and I electronically signed it was breezed across the Termination policy so I requested her to back so I could read. It read and she read it aloud that I had 10 days to terminate the contract. Now that is what I electronically signed. I am all prepared to rescind my contract...terminate it...and find out that the printed documents state 7 days. This is now a con. What I electronically signed was changed. I got a call from ****** ***** and I said to her that it hasn't been 10 days yet and she said she only gets info on the 11th day so yes it was. She said I purchased on 7/27 and today was 8/4 and she even went "wait that is not 11 days I will have to call the sales department and let them know they messed up". Then she called me back and stated, oh you have to look at the paperwork given and it is 7 days, it is 10 days in FL. But my paperwork says on the Sales Draft the ************ ******** Inc out of Fort Lauderdale FL. So I was electronically signing paperwork for purchase on a Florida document that clearly states 10 days but they were printing off to me documents on non-Florida contract laws. This is unethical and not fair to me that now I am locked into something I was going to terminate within the 10 days I electronically signed for. A business can't use documents for signing of a state they are not in dishonestly having people sign for state consumer rights that won't apply. I was told that what someone "says" is not binding BUT this was not "said" it was what I electronically signed. Please assist me on this issue. This is not fair or legal!

  Business response

  08/30/2022

  Business Response /* (1000, 8, 2022/08/16) */ Please see the attached response. Thank you

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