Additional Complaint Information
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/07/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
While I truly enjoy the parks and the community at Tres Rios, I have lost trust in OCP due to repeated systemic issues. Here are the key reasons: Unreliable Reservations: I've repeatedly experienced unreturned calls and unmade reservations. This is a common complaint among both customers and staff. Inconsistent Billing: My loan and dues fluctuate without explanation. Despite promises to investigate, I never received follow-up, and I was wrongly accused of non-payment multiple times. Verbal Agreements Not Honored: A Tres Rios sales manager assured me that certain fees were due to billing errors, yet OCP did not honor these statements, leading to further confusion and frustration. Lack of Communication: Several OCP staff members failed to follow up on issues or communicate with each other, leaving me fielding multiple accusations of non-payment and locked out of the reservation system. False Information Regarding Parks: In addition to guaranteeing me that my 695 was waived as a standard condition of my original contract and/or upgrade, ***** and **** had guaranteed me that information about the closure or sale of parks in and around Texas were completely false, assuring me that the plan was to upgrade and remodel these parks. I had made it clear that this information was critical to my decision to upgrade, as I primarily use parks in the Texas and nearby regions. The lack of dependable service from OCP makes it impossible for me to move forward with the upgraded membership. I kindly request that the upgrade and original agreement be nullified, and that any fees and payments I have made be returned to me Given the ongoing demonstrations of low integrity and minimization of customer benefits, I do not wish to continue contributing financially to OCP and OCP has completely failed in its ability to execute the promised systems and services of the upgrade. Respectfully, **** **********Business response
10/24/2024
The member and I are playing phone tag, I am working on resolving.Initial Complaint
09/25/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
We were pressured into buying into this scam. We have NEVER used the membership. We are willing to forfeit everything we have paid to get out of this scam!!Business response
09/25/2024
You signed a 10 year contract on 05-21-2022 accepting the terms and conditions of the membership and had 3 business days to cancel the membership. You have also made multiple payments on your account. Your contract is a 10 year term and can be cancelled on 05/22/2032 upon completion of account paid in full. If the account is not paid, it could go to collections and affect your credit. You may reach out to our billing team at 877-399-6545 to make arrangements.Initial Complaint
07/31/2024
- Complaint Type:
- Facilities Issues
- Status:
- Resolved
I am writing to express my concern regarding my membership experience with Ocean Canyon Properties. Initially, my partner ******* and I were enticed by the offer of 25 free nights with the purchase of a camper from Great American RV. However, the promised brief presentation at the Styx River location turned into a half-day ordeal, during which we were pressured into purchasing a membership under the guise of significant cost savings and enticing offers. Despite these promises, our experience has been far from satisfactory. When ******* attempted to use the cabin at the Branson Ridge location, she discovered bugs, loose hair, and food debris, rendering the room unsuitable, especially given her child's special needs. The staff's response was dismissive, forcing us to incur additional hotel costs. Furthermore, the advertised coast-to-coast benefits were grossly overstated, offering only minimal discounts. This membership has become a financial burden, preventing us from enjoying our camper and resulting in significant frustration. Numerous attempts to resolve this by requesting the cancellation of our membership have been ignored or denied by Ocean Canyon. Due to our experience, we deserve the immediate cancellation of our membership without further financial obligations. They need to reach out to us to discuss this immediately.Business response
08/12/2024
I called 337-580-2942 today at 4:28 PM, phone just rang with no way to leave a message. I will try again on Monday.
**********
Vice President, Member Services Manager
Ocean Canyon Resorts
1001 Walnut Street
Texarkana, TX 75501
Phone 903-253-0135
Toll Free 866-888-1655 ext 1016
Fax 903-298-0051
Customer response
08/13/2024
Complaint: ********
I am rejecting this response because:Dear BBB & ******* ***,
I hope this message finds you well. I am writing to inform you about my availability for calls given my current work schedule. As a night shift worker, my active hours may not align with the typical 9-5 business hours, which might have resulted in the missed call you mentioned in your previous communication.
I understand the importance of our communication and would like to propose a more suitable way for us to connect. If possible, could we arrange for our discussions to take place through email? I also want to reiterate that I have stated this many times to your organization. I would like it to be noted on my file that I am sleeping during the day, and calls will likely be ignored.
Please let me know what method of communication would suit you best, as I am very keen on maintaining our dialogue without further interruptions. I appreciate your understanding and look forward to hearing from you soon and am hoping we can have this account canceled and cured in a timely manner.
Best Regards,
***** ***** and *******
Sincerely,***** ***** *******
Customer response
08/14/2024
My complaint was resolved by Ocean Canyon and I wish to close this complaint.Initial Complaint
06/27/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
We have been trying to communicate with Ocean Canyon to no avail. They presented us with a settlement offer ($2, 969.00) to terminate our contract and we were okay with making a payment, but like many other Americans, we are faced with record high inflation and jobs that aren't increasing our salaries to match. We have a myriad of personal expenses that are necessary to maintain our day to day lives and they are requesting too much. We informed them the most we could pay is $1,500 and have not heard back since. Although we are willing to make a payment, we do so begrudgingly. We've only used the services once and the site was in such poor condition that we didn't even stay for our full reservation. We would have never became members if everything was explained properly during the sales meeting, but they told us whatever they felt would lead to getting us to sign a contract and omitted important details. It'd be more beneficial for both parties to move forward with the $1500 settlement. We wouldn't be able to pay anymore than that and hey wouldn't have to pursue this matter anymore, We want to bring this matter to a close ASAP. Please assist.Business response
07/22/2024
Our records indicate that this account was closed in December 2023 and no communication has been made since date of closure.Initial Complaint
06/11/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am deeply disappointed with the way Ocean Canyon Properties has handled our request to cancel our timeshare ownership. Frankly, this is the most frustrating experience I've ever had with a company. We initially purchased a membership after an intensely pressured sales pitch during a “free” 3-night stay. They gave us no time to think and warned that prices would rise if we didn't decide immediately. We haven't used any of the facilities, and this financial strain is unbearable. The hefty maintenance fees and payments make traveling impractical for us, and we feel completely duped. We communicated our concerns to Ocean Canyon Properties, only for them to ignore our plight and demand an outrageous settlement fee of $14,622.94. This is an insult given the circumstances we detailed. When we offered a reasonable counterproposal of 10% of their asked fee, *** ***** the representative, led us to believe it was negotiable. Instead, after a month of chasing him, he came back with the same unaffordable amount. This tactic of dangling hope and then shutting us down is both unfair and exasperating. We urgently need to cancel this timeshare. Ocean Canyon Properties’ treatment of us has been unreasonable and disrespectful. We shouldn’t be forced to bear a financial burden due to their high-pressure sales tactics and lack of willingness to negotiate fairly. We sincerely hope the Better Business Bureau can help us resolve this nightmare.Business response
06/26/2024
I have called the member and left a message for them to call. I have has no response from the member.Initial Complaint
06/10/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I am a current OCP customer. This year I chose to pay monthly payments on the Maintenance Dues instead of in full, I know I wont be camping this year. Every month I receive a "Dues and Fees Reminder Letter" that my account is past due and that if the matter is not addressed promptly I will incur late fees or collection charges. If I am making regular monthly payments, why am I getting charged late fees, collection fees, and/or receiving late notices? Why did the maintenance fees increase at the beginning of the year? 2023 was $590, this year is 2024 is $620.23? I asked customer service in February 2024 to sell my timeshare and they said per the contract I couldnt sell it before I owned it for 2 years. The statement I received in March 2024 for the new annual bill. "There will be a billing fee of $6.00 added to each billing for all billing frequencies other than annual. Beginning with your 2024 dues billing, an additional statement fee of $5.00 will be added for any statements mailed other than one annual statement. TO AVOID THESE CHARGES you may go online or contact member services. NO WHERE does it state I can not pay monthly or if I do my payment is late or past due.Business response
06/18/2024
I called the member and explained her contract stating that her dues are due annually as seen in contract paragraph 6 page 2 of 9. I offered to set her up monthly with the appropriate charges, she agreed and I set her up on monthly billing.
Respectfully,
******* ***
Vice President and Member Services Manager
Customer response
07/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
********* ******Initial Complaint
02/27/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
We purchased a membership with Ocean Canyon Resorts in October 2023 solely based off the amount we would have to pay per month. I told them we couldn't afford a payment over 300 dollars a month and they come back with an offer of 78 a month. We get the statement from the bank 45 days later stating we owed 314 dollars a month. We have the salesman on recording stating he remembered putting down that amount on our paperwork and now he refuses to call back. They keep calling us to pay for dues and we keep trying to tell them we are not paying for something that we are trying to dispute. They tell us the Vice-president of sales will call us. Haven't heard from anyone in 3 months. But we sure hear from the people trying to collect due money.Customer response
03/18/2024
Ocean Canyon Resorts has reached out and resolved our issue. We are truly grateful for them understanding the situation and making it right.Initial Complaint
02/22/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
We have attempted to contact them via email, but our messages have been consistently unanswered. We initially entered into this timeshare agreement, understanding that it would provide us with a valuable opportunity for rest and relaxation. However, we are now under considerable financial strain due to increased insurance costs and unexpected medical expenses. We live in coastal Mississippi, where Wind and Flood Insurance rates are exceptionally high, particularly given our proximity to the beach. The escalating prices may soon force us to cancel these essential insurances to meet our monthly bills. Additionally, we recently had to sell our camper to pay a $5,000 IRS bill resulting from government assistance with my health insurance through Healthcare.gov. Given these circumstances and the medical problems we've encountered over the past year, we no longer feel capable of traveling. While Styx River, one of Ocean Canyon Properties' parks, does offer cabins, their condition and representation have been disappointing. The showcased cabin does not reflect the actual rental units, which appear to be in poor shape. We need someone to contact us back because this is ridiculous!Business response
02/26/2024
Member Services has no record of receiving any emails from you regarding any of your concerns. Ocean Canyon Resorts is not a timeshare, rather OCR is campgrounds for RV use with Rental units available. If you would like to contact me about your concerns, I will be more than happy to speak to you. Call member services at 888-567-5941 and ask for me.
Respectfully,
******* ***, VP & Member Services Manager
Customer response
03/08/2024
******* *** replied to you that I could call her. I called the number she gave on 2/29 which is a generic message board. She did not call me until 3/4 but I was vacuuming and did not hear phone. I returned her call 40 minutes later to her personal phone but she didn’t answer so I left a voicemail. I called again on 3/6 and left another voicemail. She still has not returned my calls. I am not satisfied with Ocean Canyon ignoring my messages to resolve this.Initial Complaint
11/01/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
I am writing this to complain about Ocean Canyon properties. I have tried to get in touch multiple times to set up a vacation on the properties. I have tried to set up different vacations with their other offers when buying the timeshare no one will give me a response. At one point I was left on hold for over an hour so I ended up hanging up and paying for my trip instead at another resort . I have sent a certified letter in the mail that I do not know if they have received, but I have not gotten a response & in my contract, it states that if their obligations have not been met Then I can terminate the contract and I would just like to cancel at this point in time due to not being able to use the membership as we were told it is very misleading. It is very hard to use they make it sound like they will be able to get back to you, Return your call and book your stay but I’ve had this since March of this year and I feel like I am paying for something, but I can’t even use it due to it not being easy to access or understand . At this point I would just rather pay full price to stay at a resort, rather than have my money go to an empty pit. if this gets their attention, then great but other than that I am out of options. This was literally the last thing I wanted to do. The only time I can get them on the phone is if they’re asking me for money. And that’s with the finance department and they can’t help with anything that I need other than collect money from me.Business response
11/03/2023
We resolved this issue on 11/01/2023, I have called her and left her a message to call me.Initial Complaint
11/01/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
We entered a timeshare contract with Ocean Canyon Properties, assuming it would be an affordable and enjoyable addition to our lifestyle. However, we were not fully aware of the financial implications this contract would carry. The sales representative from Ocean Canyon Properties, who was responsible for our application, misrepresented our income without our knowledge or consent. This has resulted in us being trapped in a contract beyond our means, causing significant financial strain. Despite multiple attempts to contact Ocean Canyon Properties to rectify this situation, their customer service has been deplorable. They have shown no willingness to help us resolve this matter and instead insist on maintaining the status quo, keeping us bound to a contract that we were misled into and cannot afford.Business response
11/15/2023
I spoke to the member on 11/03/2023 and was told that her husband would be calling me back on Monday 11/06/2023, I did not hear from anyone until 11/14/2023, they have sales concerns and are supposed to be sending me an email with their concerns, as of date I have not received an email.Business response
12/08/2023
Our sales team has tried reaching out to member by phone and email. They have not received a response from the member.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
30 total complaints in the last 3 years.
12 complaints closed in the last 12 months.