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:04/02/2025

  Type:Order 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.

  I am filing this complaint due to The Beacons at Minocqua's failure to address my concerns regarding exiting my timeshare agreement. I have made multiple attempts to discuss termination with their personnel and have even sent written correspondence, yet the company has failed to provide a response at times. This lack of communication is deeply frustrating and demonstrates a complete disinterest in providing a feasible solution for termination.When I initially entered into this agreement, it was explicitly presented under the premise that viable release options would be readily available should the need arise. However, The Beacons at Minocqua has gone back on these promises, and their unwillingness to offer an ethical resolution is unacceptable.The deceptive practices and unfulfilled assurances are not only unethical but also a clear misrepresentation of the terms under which I agreed. It is unacceptable, and I no longer wish to be associated with a company that chooses to operate in this manner. It is essential that businesses are held accountable for their practices, and I hope to see this issue addressed in a way that meets professional and ethical standards.

  Business Response

  Date: 04/22/2025

  Please see attached.

• Initial Complaint

  Date:10/11/2023

  Type:Order 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.

  I am writing to file a complaint about ************** regarding our timeshare contract. Despite numerous attempts to contact them via email, we have received no response.My wife and I entered into this contract 30 years ago, convinced by their sales representatives that it would be a lucrative investment. We were led to believe that we could vacation anywhere within the system. However, once we received our catalog, we realized that the options were severely limited unless we upgraded.The property has not lived up to the promises made by our sales **** **** We were presented with a rosy picture of luxury and flexibility, but the reality has been far from it. Instead, it has turned into a financial burden that has impacted us negatively for the past three decades.We have always been diligent about paying all fees and even paid off the loan. Yet, when we tried to give back the timeshare or sell it ourselves, we were constantly turned away. Beacon refuses to buy it back, leaving us stuck in an untenable situation.We were a young, impressionable couple when we made this decision, swayed by high-pressure sales tactics and a misleading portrayal of what owning a timeshare would look like. This unfortunate decision has haunted us for years, and we believe it's unfair to be penalized for trusting the information provided by a reputable company.We urgently need to be released from this contract and seek Beacon's assistance in resolving this matter. It seems like we've exhausted all avenues and this issue has persisted far too long.We kindly request your intervention in this matter to help us find a satisfactory resolution.Thank you for your time and consideration.

  Business Response

  Date: 10/13/2023

  Tell us why here...10/13/2023
  
  Complaint ID# ********
  RE: ***********************
  
  To Whom It May ****************** are writing in response to the above complaint.  I am attaching all the paperwork that *************************** originally signed acknowledging all the conditions of his timeshare purchase.
  Also, we wanted to address a few of **************** concerns.
  ************** has always been able to put his week up for rent and has done so for many years.  Unfortunately, ************** purchased week #1.  This is the first week in January and not always as desirable in our area as a summer week would be.
  Weve also have had 100s of our timeshare owners that have purchased timeshare strictly for the benefits of using that timeshare week with ********************** (formerly World Ex Travel) where they can use weeks all over the world.  Depending on the time of year (peak seasons)and the accommodation they desire, there may be an extra charge through **********************.
  We have received one email from ************** (see attached) just asking for his account numbers, so we are somewhat confused by his numerous attempts at communication with us.
  We have also been aware that ************** would like to sell his week. We have had his unit & week on our resale list since March 2010.  Again, week #1 is not always a desirable week for a timeshare unit in our area.
  If BBB or ************** has any further concerns, please feel free to reach out to our Timeshare Coordinator,******************* at ************************************* or *****************.
  
  Sincerely,
  
  *************************
  Executive Assistant

• Initial Complaint

  Date:06/06/2023

  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.

  Stay at Beacons of Minocqua 6/1/2023-6/4/2023 and paid the business $2,308. I rented a cabin as well as a hotel room. The business committed to provide me with a furnished cabin that slept 8-9 guests as well as a two-bedroom hotel room. Upon arrival, I realized that the pullout sofa was broken. We were able to put it out into a bed, but could not put it back away. The sofa never worked and we were unable to use it for seating for the duration of the trip. In fact, my guests sat on the floor of the cabin because of it. I reported the issue to the front desk. The worker informed me that the couches were so frustrating and often broke. He suggested that the business owner should invest in better couches. He came to address the issue and told us that we would have to suffer and that its broken. He said to remind the front desk of the issue at checkout. I was told at checkout that the resort director would be reaching out to me about a discount or credit on 6/6/2023. Instead I received a bill for replacement of the couch and an epilogue about my guests behaving poorly, nearly causing damage, and apparently remarking to her, thats what the deposit is for. That situation never occurred and the director is only pretty sure it was the cabin I was staying at, although she could not provide a description of the culprits. The business has not tried to resolve the problem. Instead they claim that there is no way it could have been broken before our arrival. I and my guests did not break the couch. It was broken when we arrived and I reported the issue. The director told me to dispute the charge and that there is nothing else she can do for me. I am extremely disappointed by her unprofessional demeanor and accusatory attitude. We were a respectful group that did not engage in the type of activity she accuses us of. We paid for a furnished cabin. We did not receive it. And we are being charged extra ($894.64) because of it. The reservation number was #*****.

  Business Response

  Date: 06/14/2023

  see attached

  We are aware of our guest's complaint and did attempt to resolve the issue in a timely and professional manner. We understand that having to pay extra for your stay is never pleasant but as a condominium resort with multiple private owners, we are also obligated to protect our owners and their investment.

   

  We did a thorough investigation into the matter before contacting and charging our guest. The sofa sleeper in question was purchased just two years ago (see attached receipt). We further explained that the rooms are cleaned, sofa sleepers are pulled out at that time and then checked again by administration before guest arrival. The couch was closed and in working order upon arrival.

  Furthermore, he did say they pulled out the sleeper, so the couch must've been working to have been closed. We did take pictures of the damage to the bed and one hinge was badly bent & the other hinge was completely broken off (see attached). It would have been impossible for the couch to have been closed with this type of damage.

   

  We are attaching our email to the guest explaining the charge, along with his signed registration which clearly states that they are responsible for any damage to property during their stay.

   

  We regret th

   

  Customer Answer

  Date: 06/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We did not break the couch. We reported the couch to be broken after we checked in. The employee who came to look at the couch said that the couches tend to cause lots of problems. Since I did not break the couch, I should not be charged for it. In fact, I should receive money back since I did not receive the accomodations that I paid for. 
  
  Regards,
  
  *****************************

  Business Response

  Date: 06/15/2023

  6/15/23

  To Whom It May ***************** have provided the explanation for charges, we have submitted a receipt for the new mechanism purchased less than 2 years ago, we have provided pictures of the damage.  We have gotten statements from housekeeping and administration as to the condition of the sofa sleeper before and after the guest's arrival and departure.  We are unsure what else we can provide to ensure that this was a justified claim.  

  It is an unfortunate incident, but as previously stated we need to protect the Beacons and our owners' investments in their properties.

  Please let us know what you would like us to do moving forward.

  Thank you,

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

  Resort Director

  The Beacons of Minocqua