ComplaintsforTree Tops Resort

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Sept. 30, 2023 my wife and I attended a sales presentation for Condos Plus at Tree Tops Resort in Gatlinburg, Tn. Condos Plus is a vacation club that offers weekly vacations rentals at various resorts. We were told that the price for these weeks was **** or less. This price was a major selling point for us coupled with them eliminating our maintenance fees at our two timeshares by cancelling our contracts. During the presentation the price of **** was mentioned multiple times and each time it was followed by the statement that some were only **** leading us to believe that **** was the maximum price. In fact at one point I stated the **** amount and was quickly corrected that some were only ***** This seems to be a common deceptive practice of the business since in one brief phone conversation with the sales director he also corrected me immediately by saying that some were only ***** Apparently they have a script they follow and this seems to be part of that script. On the website many prices are in the **** ** **** range with some more and some are less….information that should have been provided at the time of the sale. In addition the elimination of the contracts never happened. I received a call shortly after the transaction from the salesman who said he “had just found” out that one of the contracts was with a company that offers an option to take the contract back so we mutually agreed that it would be better for us to pursue that option and not Tree Tops. However on the second contract I ask twice for an update on the progress and was told I would be hearing from the company, Switch It, the next week. What I received was the application that should have been filled out the day of the sale. I confirmed that nothing had been done in a conversation with Switch It who said they had no record of my application obviously Tree Tops has not provided what they promised and we want a total refund.

  Business response

  01/30/2024

  Mr. and Mrs. ******* purchased a travel club while staying with us in September 2023. During their presentation they were told vacation rentals started at **** and went up from there which is true and sometimes they could get hot weeks for **** which is also true. Mr. and Mrs. ******* also stated they had two timeshares they wanted to get rid of. We told them we knew of two companies we believe to be honest and gave them that information. After their purchase their representative found out about a program at one of the resorts they owned and helped them start the process to give the ownership back and keep three years of points use at no cost. To my knowledge Mr. and Mrs. ******* have not sent the needed information to be absolved of their other timeshare. Shortly after Mr. and Mrs. ******* found out they could get out of their Wyndham timeshare they claimed they had been lied to and wanted a refund which we would not do. We went so far as to offer them a free week of timeshare to make them happy. I feel Mr. and Mrs. ******* are trying to take advantage of my company after we did everything we could do to try and help them.

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  Customer response

  02/12/2024

   I apologize for missing the deadline for responding   Can you reopen case ********  Thank you for your attention to this

  February 12, 2024
  Better Business Bureau Greater Tennessee
  
  
  RE:   Tree Top Resort
           ********* ********
  
  
  Dear Better Business Bureau
  
  
       The complaint we have with Tree Tops is not resolved.  In the first paragraph of their letter they state that we were told that “vacation rentals started at **** and went up from there”.  At no time in the presentation was anything said about prices going up from ****.  In fact any time the price of **** was mentioned the sales representative quickly corrected us saying that some were even cheaper.   We did not hear the term “Hot Weeks” until a phone call some time  later.  The RCI exchange fee is **** so the **** price point at the Vacation Club Condos Plus was what made the whole deal attractive so we only proceeded because we  believed that **** was the only price, except for the **** rentals.  
       We have included a copy of the summary the sales representative used to close the deal.  This is from a photo I took and I do not have the original copy.  The left side summarizes what our situation is now and the right side is a summary of the deal we were about to make.  It includes no maintenance fees, no RCI dues, no Exchange fee and the price is ****, and again they always correct that price to say “and some are as cheap as ****” never mentioning that most are much more.  It should also be noted that Hot Weeks are not mentioned.
       The second paragraph states that we were given information about the time share exit companies.  The sales representative was going to take care of the exits and we did not have to do anything.  At least that was our understanding at that time. I called twice to see how that process was going and asked for an update but only after the second call when I was assured, as in the first call, that things were going well and I should hear from them the next week.  What we received after the second call was in a envelop postmarked Dec. 8 that only had an application to a company called Switch It which deals in time share exits.  This is the full extent to which Tree Tops informed us of exit companies and it came more than two months after the sale.  I called the company and talked to Alan Griffin and he said our timeshare was not in their system and the application should have been filled out the day we made the purchase.  Tree Tops had done nothing to exit our timeshare.  At that point in time we had realized we were better off keeping what we had since Condos Plus was not what we were told so we did not submit that application that should have been done on day 1.  In addition we were hesitant to pursue anything with Tree Tops since we felt we had been taken advantage of and were afraid to deal with anything associated with Tree Tops.  The second timeshare was resolved by mutual agreement for us to pursue the exit on our own since that company has a program to deal with exits.  This is the only thing promised to us on Sept 29 that has been fulfilled and the only thing Tree Tops did for that was to inform us of this option.
       Nothing has changed for us except we are paying off a loan.  We are getting no benefits from this deal because we were misled about the price of vacation rentals at Condos Plus and nothing has been done to remove the time share. We would like to have a full refund otherwise we will be considering other action.
  
  
  Thank you 
  
  
  William T and Catharine E *******
  

  
  

• Initial Complaint

  10/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We are writing to express our extreme dissatisfaction with the services provided by this company. My wife and I decided to invest in a timeshare with Treemont Resorts based on the promise of flexibility and access to a multitude of travel destinations using RCI points. We were assured that these points could be utilized for hotel stays as well, and were guided on how to do so via a dedicated website. However, our experience has been far from what was promised. We have found it extremely challenging to secure a vacation spot, even when attempting to book 3 or 4 months in advance. The only available options required us to schedule a year in advance, which is not feasible due to our unpredictable work and family schedules. Using our points for hotel stays has proven to be more expensive than booking directly with hotels, after considering all the base costs, booking fees, and other charges. This is contrary to what we were initially told and is extremely misleading. Over time, we have found that booking vacations through other methods is easier, less expensive, and more accommodating. Had this ownership been presented to us in an accurate light, we would never have made this purchase. Now, at 70 years old, we need to exit this arrangement as soon as possible. Unfortunately, despite reaching out to this company over the past few years to discuss our dissatisfaction, we have received no assistance or acknowledgment of our concerns. We find ourselves unable to sell or even give away our timeshare, and we are left feeling trapped in a situation that is causing significant stress and financial strain. This company needs to take responsibility for our experience and allow us to sign this timeshare back to their company. We look forward to hearing from someone soon.

  Business response

  10/31/2023

  Looking at the account of John and Mary *******, in 2015 they purchased a flexible use week at Tree Tops Resort in Gatlinburg and enrolled that week with RCI Points in order to travel to other resorts. RCI is independent from Tree Tops Resort. If M/M ******* are having difficulty making reservations or reserving their home week at Tree Tops with RCI, they need to contact RCI by calling 877-968-7476.  If they prefer to cancel their enrollment with RCI, they call RCI at the same phone number and ask for a supervisor and tell the supervisor they want to "opt out" of points. RCI will send them paperwork to sign and return. Per RCI, the *******'s have used their RCI account. RCI will also determine the release date, the date the *******'s will have use of their Tree Tops week.

  We are the homeowner association for Tree Tops Resort. Once RCI notifies the association that M/M ******* are no longer enrolled, then the *******'s will make all vacation reservations directly with the resort by calling 865-436-6559 under flex week protocol. 

  In the State of Tennessee, a sale can be cancelled within 10 days of purchase. The *******'s have owned for 8 years. Ownership of their week at Tree Tops is by a deed of record, the same as any real estate in Tennessee. The deed entitles M/M ******* to use, sell, rent (when not enrolled with an exchange company as they are now) exchange, or transfer their ownership thru their will(s). The homeowner association does not have an owner resale division. The association emailed M/M ******* a packet on how to market their week for sale in July of 2023. The association receives many owner transfers but it does require marketing effort and patience. Resale companies are available but the association cautions homeowners to research each company thoroughly. Reputable companies should not require large upfront fees. 

  Larry ********, the project director for Tree Tops Real Estate has spoken with Mr. ******* and he is happy to speak with him anytime, however, he cannot assist them in selling their week. They can reach him by calling ************ ********* ****

  Thank you. 

  Sandy Breeden, C.O.O.

  TREE TOPS RESORT CONDOMINIUM ASSOCIATION INC. 

  Customer response

  11/15/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
      This company does have the option to take responsibility for our experience if they choose to do so. If they can sell these ownerships then they can take ours back and do so again on their end. This company does not care about the way in which owners are treated. 
  Sincerely,
  John *******

  Business response

  11/16/2023

  As stated before, Mr ******* is sending these complaints to Tree Tops Resort, and Tree Tops Resort did not sell him anything. He should recheck the paperwork associated from his purchase. 

  M/M ******* hold ownership of their week by a deed of record. The deed entitles them to use, sell, rent (when not enrolled with an exchange company) exchange and transfer by their will. 
  As stated previously, Tree Tops Resort Condominium Association Inc.is the homeowner association for Tree Tops Resort and did not sell him his week in 2015, does not have an owner resale program nor any obligation to assist homeowner resale and cannot accept his week. The duties of the homeowner association are to collect maintenance fees and oversee the resort. If he is unhappy with RCI, the company he enrolled with at time of his purchase, he will need to cancel his membership by calling RCI ************.  As of today, his week remains enrolled with RCI. 
  New note on their account on 11/6/23, "Larry ******** tried to give Mr. *******  information on how to market his week for sale but he kept insisting he just wants to give it back which is not an available option".
  We suggest he contact companies that do facilitate owner resale if he is unwilling to market his week for sale. On the ARDA/responsible exit website are the following resale companies that ARDA recommends:  Timeshares Only: ************: Fidelity: ************

  NOTE: this will be the same response to all future correspondence. 

  Thank you. 

• Initial Complaint

  08/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Not that any resolution will occur. A representative of a time share for Tree Tops told many untruthful things regarding trading our Blue Green Timeshare. First he stated I would be relieved of my Blue Green Timeshare after purchasing a new points program 35,000 plus (which don't even represent a full week at the very time share property, Tree Tops he was representing. He promptly processed our payment of $6,500 plus with RCI Barclayes Credit Card. He told us our documents would show up in a few weeks, in which they did requesting maintenance fee's for the current 2022 year, plus doc fee's of $175. He stated that the company he represents would assume my Blue Green timeshare, come to find out that was a bold faced lie. I called said representative today and he stated that I would received a transfer document from Blue Green by Monday coning, August 28th 2022, if not call him back. This entire process took place on June 29th, 2022. I called RCI to book my Flex week which according to the salesman and Tree Top office was no points, just must reserve out one year. RCI stated they have no idea of such a plan. Further to book a week was in excess of 47,000 points. Part of the sales pitch was by me purchasing with Tree Tops was how much more points and flexibility I would have by going to 35,300 points versus the 8,000 points I have with Blue Green. Total fabrication and inflation if their point worth at the properties they are representing. It's too bad we seniors are so gullible to fall for such unethical practices. I'm a disable Veteran as well, not that should give me any special consideration, But in light of how he kept thanking me for my service, makes its especially detesting an almost criminal. Naturally they are protected by their attorneys and the nature of covering their shady practices. A day will come for these scoundrels. This is beyond the BBB ! It needs elevated to the Federal level in order to protect citizens. Yes, you took another sucker !

  Business response

  09/13/2022

  Business Response /* (1000, 5, 2022/08/29) */ It appears Mr. G.purchased his week through Tree Tops Real Estate Inc. and he was referred to another company to assist him in getting out of his Bluegreen week, if he desired. I suggest he contact ***** ********, Project Director of Tree Tops Real Estate Inc. at XXX-XXX-XXXX, extension 222 so ***** can assist him on how to use his RCI points. Thank you.

• Initial Complaint

  12/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To whom it may concern: We would appreciate your review into the below stated matter. A timeshare was purchased on 2.17.21 in the amount of $6894.00. With additional fees for filing ($175) and for the sale of a prior owed timeshare($750). We purchased the new timeshare at Tree Tops Real Estate Unit 327A Week 26 Building #3 with the understanding that the prior owned timeshare at Escape to the Shores would be sold within 6 months or they would refund our money. They have not yet sold the property. We have tried to resolve the issue to no avail. I have even been hung up on by their representative, ******* ******* They have made no efforts to resolve this issue. We believed they have violated Tennessee Code 66-32-132. They have misinterpreted facts of the timeshare by telling us there would be no exchange fees, and how readily available units are and would be. They made it seem like if the timeshare didnt work out for us that the unit could be easily sold back. We did not receive the contract until well after the cancellation date. We feel that this was done in an effort to keep us from cancelling the contract. Also, the credit card they used to pay the balance in full was never approved by ****** *******. In addition, we were shown a 2 bedroom unit and was under the impression that was the unit we were buying. It wasnt until we received the paperwork that we realized it said one bedroom. The process was very rushed and we dont feel like they allowed us time to fully read the documents before signing them. ******* ****** kept talking to us and distracting us, i now believe that it was all in an effort to keep us from fulling understanding what we were signing. I would love to discuss this issue further and would appreciate any help you can give with this matter. I hope that you can keep additional fraud from happening to someone else. Thank you for your time. Please, contact me if additional information is needed.

  Business response

  01/25/2022

  Business Response /* (1000, 7, 2022/01/07) */ Contact Name and Title: ***** ******** Contact Phone: XXX-XXX-XXXX ext 222 Contact Email: *********@treemontresorts.com I have talked to **** ****** several times by phone she is the one making the complaint not her husband, every time we talk the complaint has changed. Her last complaint was she never applied for a credit card and it was all fraud. I have made copies of the credit card app and acknowledgement initialed in seven places and signed by her husband to prove she and her husband made this purchase we did not make it up she has caused so much turmoil for her sales person that ******* will not talk to her anymore. We did nothing wrong and **** ******* is a customer we can not make happy

• Initial Complaint

  12/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  While staying at Tree Top Resort in September 2021, my husband and I received calls from the property office requesting to meet with us to save us money. A man and lady came to our room informing us that they could pay off our Bluegreen timeshare if we purchased through Tree Top. They said we only had to put $1100 down and their title company would take care of everything else. They said our maintenance fees would be $550 yearly for 5 years. I questioned why nothing was in the contract about them dissolving our Bluegreen mortgage. I was told that the title/real estate company would send us the paperwork once everything was finalized (4-6 weeks). This never happened. I started calling only to be told during my first call that they would look into my complaint and get back to me. I never got a call back. I started calling several times a day. I was told that the resort office manager would be returning my call but that hasn't happened. The presentation for the sale was given totally under false pretenses. My husband and I are currently stuck paying for 2 timeshares. We would have NEVER signed the contract with Tree Tops if we had known that this would happen. After researching the company, we found out that this has happened to more timeshare owners who stayed at Tree Top Resort. We want this contract cancelled and all monies returned to include the $1100 down payment and the monthly payments which started on October 15, 2021.

  Business response

  12/16/2021

  Business Response /* (1000, 5, 2021/12/08) */ Contact Name and Title: Larry Musgrove Contact Phone: 865-428-6039 ext 222 Contact Email: lmusgrove@treemontresorts.com This customer has never called my office with a complaint, if she will call me at 865-428-6039 ext 222 I will be more than happy to discuss her situation and look into her claims Consumer Response /* (3000, 7, 2021/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was never given the number provided for customer/guest relations. However, I called the number on 12/9/21 @ 11:36 a.m. and I left a very detailed message concerning my complaint. I asked for someone to please return my call. As of today (12/14) nobody has contacted me. I will pursue this complaint by all necessary means until this contract is cancelled and all monies refunded. The 2 representatives that met with my husband and I did provide us with 3 phone numbers. The numbers provided to us were for the 2 representatives, and the office at Tree Top Resort location. Now, we have received a maintenance fee invoice for January 2022 which is more than the amount that was listed in the signed contract. As a consumer, I hope that my request will be honored and this matter will be resolved quickly. Business Response /* (4000, 9, 2021/12/14) */ The consumer purchased a week at Tree Tops Resort which has annual maintenance fees. This is why they receive a maintenance fee invoice. We encourage them to read their paperwork and if they still have questions they may call ***** ********, XXX-XXX-XXXX ext 222 to discuss further. Thank you.

*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. ↩