Complaints

• Initial Complaint

  11/25/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I would like to surrender my membership. I have contacted the company to let them know my husband passed away this year and I am unemployed. He had no assests and I don't have the funds to pay the annual dues. I was told by ********* on 11/25/24 that they don't take memberships back and I had to pay the dues and transfer the membership to someone else. No one wants the membership and we haven't used it in many many years. I'm not sure what I am supposed to do as I was told it would go into collections and then to court where I would need to explain to a judge why I'm not paying. I would like this company to do the right thing and take my membership back. They are still trying to sell memberships on a daily basis and mine was paid in full, so they aren't losing any money here.

  Business response

  12/03/2024

  A response was sent via **** mail. The resort is not currently selling memberships and we do not do resales however, we can list the membership for sale on our internal board. 

  Customer response

  12/04/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Although Wilderness Presidential Resorts has provided the contract that was signed in 2007, it doesnt take away the fact that I have lost my income and my late spouse.  Canceling or returning my membership will cost them zero dollars as the contract has been paid in full.  The only fees are the annual dues, which they could get by reselling my membership and doubling their intake.  Listing my membership on their site is an attempt to get even more money from me.  I just cant believe they are so heartless to not understand the circumstances Im in.  
  
  Regards,
  
  ****** ***
  
  
  
  
  

• Initial Complaint

  11/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is being filed because of not being able to reach an amicable settlement with the timeshare at Presidential Resort at ****************. I entered a contract with Presidential Resorts, in 2003, over the course of the last 20+ years we have only been able to rent the resort twice. Over the last, 10 years, we have contacted Presidential Resorts about resolving or getting out of our contract about three times. Once resulting any administrative/legal action. Most recently, we have listed our property twice on there bulletin board with no success. We have made it well known that because we were never able to realize the benefits of this timeshare, and have consistently complied with the annual maintenance fees, we now believe that they are just taking advantage of the contract knowing that we have never been able to utilize/realize the benefits of the timeshare because of it limited access and restraints. We would like the bleeding to stop. It has really been a real financial burden to pay for something for so many years without being able to afford the ability of it benefits. Request your assistance in helping us resolve this disagreement favorably.

  Business response

  11/15/2024

  We have spoke with Mr. ******* and have worked out a plan to assist him with his membership.  

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We are submitting our grievance against Wilderness Presidential Resort and ******** ******* for their unhelpful handling of our membership cancellation issue.Firstly, we contacted the resort to discuss canceling our membership. We followed the advice and listed our account on the bulletin board after paying a $25 fee. Unfortunately, we found no potential buyers, and the listing has expired. We were also informed that we must persistently pay the $25 fee until some buyer shows up.After asking for other resolutions, ******** ******* responded with a vague explanation about our membership composition and directed us to the details on their website.Further issues concern the property itself. The maintenance fees, which we began to pay, have unexpectedly doubled. We were also constantly pressured to decide immediately with threats that the opportunity would not last. There was no talk about the possibility of an increase in maintenance fees over time. Additionally, we were misled into thinking that our timeshare would be a valuable asset. Furthermore, we are expected to pay the yearly maintenance fees,although we are only permitted to use a cabin for free once every five years.Given the magnitude of these troubling issues and Wilderness Presidential Resort and ******** ********* unhelpful solutions, we only wish to have our membership completely revoked.We eagerly await your swift intervention and resolution of this complaint.

  Business response

  09/17/2024

  We ask that Ms. ********** contact us directly so that we may have the opportunity to resolve the issues. 

  Customer response

  09/25/2024

  This is a follow-up to complaint ID ********. We missed the email notifying us of Wilderness' response to contact them directly. We are responding to Wilderness Presidential's latest communication regarding our ongoing issue. While they have indicated that solutions exist for our concerns, despite our numerous attempts to resolve this matter, we have yet to receive any concrete information or actionable steps. To date, we have called and spoken to ******** ******* several times and sent multiple written communications outlining our issue. Unfortunately, our efforts have not yielded any solutions or responses that effectively address our concerns. For clarity, our desired outcome is to be released from our ownership. We request that Wilderness Presidential provide detailed, written solutions to this issue. This will help ensure transparency and facilitate a mutually satisfactory resolution. We appreciate your prompt attention and await Wilderness Presidential's written response. Sincerely, ***** and ******* **********

  Business response

  09/27/2024

  ******** has been in contact with the owners and they have made an agreement to settle this. 

  Customer response

  09/27/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ***** **********
  
  
  
  

• Initial Complaint

  09/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We received a phone call inviting us to visit Wilderness presidential resort. We were offered gifts as incentives to see the resort. We went to the meeting and to see the resort 10/09/1999. We were told we had to stay for the entire meeting to get the promised gifts. Company salespeople told us we were being offered a special deal and that they had fought with their managers to get for us. We were told the same offer would not be available to us later. We were told we could use the timeshare any time of the year. However, we were frequently told we had called too early or too late to reserve the timeshare. At closing, no representative of the ********************** was present. We were not told how maintenance fees work or the extent to which the fees could increase. We were not informed about other fees and assessments we may incur. We were not told we may have a vote on how maintenance fees are used. Covenants, Conditions and Restrictions were not reviewed with us. We were led through closing documents and given only a brief explanation of the documents. We are now in our 70s and no longer travel as we did in the past. We are retired with decreased income. Our children do not want the timeshare and its associated increasing costs. We are requesting Wilderness presidential cancel our contract along with the finances currently due.

  Business response

  09/17/2024

  We ask that ****** and ******** **** contact us directly so that we may resolve this concern. 

• Initial Complaint

  11/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The management staff ************ and ************* has be extremely unresponsive and difficult to speak with about issues we had in **** 27. We have left several voice messages, on several occasions visited the main office and facilities and sent email with only a single reply. Our issues is still outstanding and I have not response from the management staff While camping at this resort we had several issues with the shore power for our RV. We have spoken to many fellow owners only to find out they had several issues that have been reported to management with no resolution.Update 11/29/2023 I received a vague response from ************ with Wilderness saying they could not find any issues. I asked for a report of their finding which they have not provided. The matter is not resolved as I was told i should be reimbursed for the damages. I submitted a receipt for but not reimbursed.************ is posting response to the reviews but no responding to my emails directly

  Business response

  12/06/2023

  **************** reported that he had damage to his electrical cord due to overheating on two separate occasions (8-25-23 and 10-06-23) and claimed it was damaged/burnt as a result of an overheating electrical pedestal.  In both cases, the responding Maintenance Technician did not discover anything wrong with the pedestal that would cause the box to malfunction.  This includes loose or bad connections or improper wiring. Based on the information provided by **************, the cause of the overheating pedestal likely stemmed from too much electrical current being pulled by the use of high amperage appliances. We had the pedestal inspected and tested by an outside licensed electrical contractor. They too, were unable identify any problems or concerns. 
  
  The resort property is governed by a set of Declarations of Covenants,Conditions and Restrictions, the disclosure statement, and the joint use reservation system are recorded in the land records of Spotsylvania County. It states,The Developer or Resort Management will not be responsible for damage or loss from theft, vandalism, fire, windstorm,any act of God or any other cause.
  It is also noted in the General Prohibitions and Requirements, at no time and under no circumstances shall the Resort, its employees, or its affiliates be held responsible for damage or loss due to theft, vandalism, fire windstorm or any other cause or act of God.

  
  Resort management communicated this with **************** on multiple occasions.

  Customer response

  12/08/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The Declarations of Covenants, Conditions and Restrictions (CC&Rs) may state The Developer or Resort Management will not be responsible for damage or loss from theft, vandalism, fire, windstorm, any act of God or any other cause. The declarations does not mention the resorts failure to maintain the infrastructure. The electrical infrastructure shown in the pictures and can be seen at many shore power pedestals as of October 2023. Many of the shore pedestals are missing box covers, outlets show burn marks from electrical failure, and there are open sections on the shore power post exposed to the elements. 
  
  
  Since Wilderness is staying they had the electrical system tested by wilderness maintenance and an outside electrical contractor, I would like to see a report of the finding from the outside electrical source and the wilderness maintenance report. I have asked for this several time without a response or a reply. from wilderness. Since this Wilderness resort facilities is in Spotsylvania County, would it best to contact the county or AHJ directly to request an inspection of the resort electrical system and infrastructure with life safety concerns.
  
  
  Regards,
  
  *************************
  
  
  
  
  

  Business response

  12/11/2023

  We are in receipt of *********** December 8, 2023 response filed with the BBB following our December 6, 2023 answer.  We are sorry to hear that **************** is not satisfied with the information we provided at that time.  We ask that **************** reach out to ************ at the Resort directly, via email, to discuss his specific situation. We hope that the two parties will be able to resolve the issue.

  Customer response

  12/14/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [I reached out to Wilderness several time before the complaint was issued and have not received any additional responses as of 12/14/2023. The only responses I have received are thru the BBB service. I am asking for a fun reimbursement of the damages occurred in August and October of 2023.]
  
  Regards,
  
  *************************
  
  
  
  
  

• Initial Complaint

  07/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We received a phone call from the timeshare company in February ****. We were offered gifts to attend a 90-minute company sales presentation and tour of a timeshare company property in *********, ********. We attended the meeting on 02/13/****. When we declined to buy a timeshare, we were moved to a small office which was furnished with a small desk and 3 chairs. The salesperson told us we would not receive our promised gifts if we left the meeting early. We told salespeople that we did not understand what a ********* is. salespeople told us As owners we could come for a stay at any time as long as we called 7 days before our intended stay. We were told we would have Deeded Access which gave us 21 days of camping every year. We were led to believe we could sell our property for profit or to get our money back and that we could leave our timeshare to our children.We were told the ********* was a new concept and that unlike other timeshares, we could use our campground at our convenience any time of the year. After we again declined the offer, a manager came to meet with us. The timeshare manager reviewed the benefits of ownership and offered us a week of cabin use every five years as an incentive to buy the timeshare. The manager told us we could use our timeshare at any time of the year because it was deeded access. The manager restated what we were told by the salespeople.We were not represented by a real estate agent at closing and no representatives of the ********************** were present. We did not receive copies of all our documents at the time of closing. We were repeatedly told we were purchasing deeded access for owners of the campground and the term timeshare was not used by timeshare employees. Since making the purchase, we have only been able to use our property twice and the last time was in ****. We were given a site on an alternate date. We continue to incur maintenance fees although we have not used our property in nearly 20 years.

  Business response

  07/18/2023

  Hello,

  We received a letter from Financial Recovery Advocates LLC on September 13, 2022, dated September 7, 2022. ******************************* from the ********************** responded to the letter giving the ************ a couple of opportunities to resell their membership. We have not received any further communication from them since this date. I have attached the letter received and our response letter. 

• Initial Complaint

  05/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am extremely disappointed with the customer service at *********************************************. Their lack of communication and assistance with anything is unacceptable. When we first signed up, we made it clear that we weren't interested in using the physical resort, only the participating resorts. However, we soon discovered that using the program was nowhere near as easy as promised. Not only that, but the prices we were quoted were bogus--we were hit with a bunch of additional fees for cleaning and other services.To make matters worse, we were unable to actually use the service due to account issues. Our account wasn't set up correctly and support was nonexistent. We were able to book one trip before the catalog stopped coming and we were transferred to an online system, which only compounded our problems. Weve tried selling it using their resale program with the timeshare which Im sure the documents went through, however, no confirmation was received nor did it sell. This whole experience has left us feeling incredibly frustrated and impatient. I cannot express how disappointed I am with the way we were treated. I would not recommend Wilderness Presidential to anyone looking for reliable and transparent vacation packages. They need to seriously evaluate their customer service practices and work on improving communication with their clients if they want to keep their business going. Weve paid this off and have stopped the maintenance fee payments because we arent using it and for the issues mentioned above. They dont deserve our money as we have not received anything worthy of a payment in return.

  Business response

  05/24/2023

  Hello, ******** has tried to reach out to you numerous times without success. We would like to work with you and see if we can find a solution for your travel needs. The type of membership you purchased is for camping use and a week in the timeshare log cabins at Wilderness only.  We have other options available, if you are interested. 

• Initial Complaint

  02/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been a loyal owner of my timeshare. During this time, my wife passed and we did not use this the way we wanted and how we were told. Retired from the military, and it is time for me to retire this ownership. We were persuaded to purchase this after sitting in a very lengthy presentation. They promised us easy booking, paying, and a low maintenance fee. None of this is true. Every time we tried to book our promised week, it was unavailable. Plus, when I requested a contract copy, I was told there was no information on my purchase in their files. I want to receive a full refund for this and an opportunity.

  Business response

  02/20/2023

  **************** is in contact with our ********************** to take care of this complaint. 

  Customer response

  07/23/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  See Attached
  
  Regards,
  
  *************************
  

  
  I am-writingto forma11yiodge a complaintagainst Wilderness Presidential and ******************************* for failing
  
  to follow through on the transfer of ownership of my timeshare and for not communicating with me regarding the release of my contract.
  
  On July 14, 2023, I received a letter from ******************************* in response to a prior complaint I submitted on July 3, 2023, concerning issues with my Wilderness Presidential ownership. ******************************* offered a resolution in her letter involving *****************************, who was willing to take over my membership. I agreed to this transfer arrangement and was assured that all necessary transfer documents would be provided.
  
  Despite my agreement and repeated follow-**** I have never received the promised transfer documents from either ***************************** or *******************************. I have made multiple attempts to contact both parties to resolve this matter, but my efforts have been met with silence. This lack of communication and failure to fulfill their promise has caused significant distress and inconvenience.
  
  Transaction Details:
  
  Account#: ******
  
  Date of Offer: July 14, 2023
  
  Timeshare Location: Wilderness Presidential
  
  I am seeking the immediate cancellation of my ownership with Wilderness Presidential. This action is justified by the fraudulent behavior and communication failures ******************************* and ***************************** demonstrated.
  
  Thank you for your attention to this matter. I hope the Better Business Bureau can facilitate a prompt and fair resolution. I have enclosed a copy of the offer presented to me by Wilderness Presidential for your review.
  
  

  
  

  Business response

  07/30/2024

  Dear BBB,
  
  In response to your letter of July 25, 2024, complaint ID ********, please see our response below.
  
  Wilderness Presidential Resort appreciates the comments you have forwarded to us from the complainant, *************************. Let me first say that ****************** offered resolution options that include placing the membership for sale on our bulletin board, suggesting **************** consider using FaceBook as a medium, or sharing that there may be an individual that would be interested in Mr. ******* membership.
  I want to be clear that ****************** did not nor would not take any position she implied or created any actual agency relationship with ****************. ****************** simply suggested alternatives. She did not nor does not make any promises that a membership transfer will be consummated.
  With respect to *********************************, he is a member and a private resident of ********. ********************** has frequently taken memberships from other members through consideration or gift. We obtained consent from **************** to provide Mr. **************;his phone number. ********************** decides whether he will reach out. We have no formal relationship with ********************** other than his being a member of Wilderness. With this said, Wilderness does not and cannot make promises that ********************** will go through with or complete his offers.
  It is our position that this is a personal matter between **************** and **********************. Wilderness nor ****************** have any involvement in this private transaction.
  Respectfully submitted,
  
  WPR

  Customer response

  10/24/2024

  I am writing to file a formal complaint against Wilderness Presidential regarding an unresolved issue involving the transfer of ownership of my property. On July 19, 2023, I was offered a property ownership transfer facilitated through Wilderness Presidential, with ***** ********* as the buyer. However, despite repeated attempts to finalize this transaction, I have yet to receive the necessary transfer documents, and I am still listed as the property owner.
  
  
  I have made numerous attempts to contact Wilderness Presidential through phone calls, emails, and letters, but have not received any satisfactory response or resolution. This lack of communication and failure to act has caused significant frustration and hindered my ability to engage with other potential buyers during this period.
  
  
  I am seeking the Better Business Bureau's assistance in resolving this matter. I request your intervention to ensure that Wilderness Presidential addresses this issue promptly and clear1y explains their delays.
  
  With your involvement, a timely and satisfactory resolution can be achieved.
  
  
  
  Thank you for your attention to this complaint. I look forward to your guidance on the next steps.

  Business response

  10/28/2024

  Mr. ****** was offered resolution options that include placing the membership for sale on our bulletin board, suggesting ********* consider using ******** as a medium, or sharing that there may be an individual that would be interested in Mr. ******* membership.
  Ms. ******* did not nor would not take any position she implied or created any actual agency relationship with Mr. **************** ******* simply suggested alternatives. She did not nor does not make any promises that a membership transfer will be consummated.
  Mr. ***** *********, is a member and ************ has frequently taken memberships from other members through consideration or gift. We obtained consent from Mr. ****** to provide ************ his phone number. Mr. ********* decides whether he will reach out. We have no formal relationship with Mr. ********* other than his being a member of Wilderness. With this said, Wilderness does not and cannot make promises that Mr. ********* will go through with or complete his offers.
  It is our position that this is a personal matter between Mr. ****** and Mr. ********** Wilderness nor Ms. ******* have any involvement in this private transaction.
  Respectfully submitted,
  
  WPR

• Initial Complaint

  01/10/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We took transfer/ownership of timeshare in the fall of 2019. We paid the maintenance fees for 2020 but were unable to use the facilities due to the pandemic. SInce that time the yearly maintenance fees have accrued and gone to collections. The resort is unwilling to work with us to negotiate credits for inability to use what we paid for due to situations beyond our control. My husband has medical issues and was in the high risk category for COVID so we were not comfortable with any travel during that time.

  Business response

  01/13/2023

  Mr. ******* signed a contract and agreed to pay maintenance dues yearly, regardless of use.
  During the pandemic we were open and operating under the Governors EO. The refusal to pay maintenance dues has caused his account to be sent to collections. We have offered for him to pay this in full then we will submit a deed of reconveyance document to close the account.

  Customer response

  01/13/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The COVID 19 pandemic was unprecedented. Travel from state to state to use the facilities was very risky, especially for someone who was deemed in the at-risk category. I, (******) am disabled and have health issues that put me in the high risk category, especially in the early pre-vaccination stages of COVID.  Additionally, there were travel restrictions, testing and quarantine implications if you traveled that would impact a person's ability to return to work upon taking an out of state vacation. We live in *************. The resort is in ********.

  We are looking for relief on some of the fees to pay the back due balance with a willingness to settle the account and close it. We do not feel comfortable or safe using facilities in the future that are ignoring the severity and trickle down of the pandemic as a whole.

   
  Regards,
  
  ****** & *********************************
  
  
  
  

  
  

• Initial Complaint

  12/13/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We owned a timeshare and a campsite with Wilderness Presidential, and weve only been able to cancel the campsite. ******************************* is telling us its because one falls under a campsite law and the other a timeshare law, and theyre not obligated to take the timeshare back. Were being told our only option is to list it and that the best time to pay them to list it is from March to August. Its $25.00 if its listed for three months. That would be almost $50.00 for us to HOPE someone comes along and buys this. She said its currently not the peak season to transfer accounts, which makes us believe theres a time they take them back as long as we follow their arbitrary timeline. We didnt purchase the membership online, and we dont know of anyone who does. Theres a reason these companies have to entice you with other goodies to get you to buy. We have a red week, and theres no reason why they cant just take it back and resell it. Larger companies than them do it every day. We dont care about what they feel obligated to do if its not doing the right thing.

  Business response

  12/21/2022

  The ******** Campground Act allows for immediate cancellation of a camping membership account, if the account is paid in full. We allowed the owners to relinquish the camping membership back to the Resort. Mr. and ************* also own a Red Time Timeshare account. We offered to assist with listing the membership for sale. Red Timeshares have a high success rate in resale. Mr. and ************* were not happy with this solution. The Resort is not obligated to relinquish the Timeshare in accordance with Timeshare Act. 

  Customer response

  12/22/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  No one buys timeshares online, there's a reason you have to sit through their presentations and they won't let you leave until you sign. The law may not REQUIRE you to do anything, but you would think morals and ethics would. We're rejecting their "solution" because it sticks us with the responsibility and no guarantee that they have ANY buyers. If they did, they'd want all the profit and benefits. It doesn't take a genius to see through that. We are going to continue to argue with facts and reason until they find a way to end this amicably where we no longer have a timeshare. If they treat all of their customers the way we've been treated, they should have people leaving by the hundreds. 
  

  Regards,
  
  *********************
  
  
  
  

  
  

*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. ↩