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Split Rock Lodge complaints

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1 Lake Drive
Lake Harmony, PA 18624 | Get Directions

(570) 330-4126

http://www.lodgesplitrock.com

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Total Amount in Dispute:
$17,750.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our records indicate the company failed to respond to the one complaint brought to its attention.

Complaint Closing Statistics

1 complaints against Split Rock Lodge closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
1	Unanswered

1 complaints against Split Rock Lodge

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4/10/2025

RESPONSE: Complaint was not answered Amount in Dispute: $17,750.00 Amount Settled: $0.00

Customer Complaint

2/4/2025

We have been trying to communicate with this organization but they won't even answer emails or follow up with what they say they will do? They were just slapped by the PA AG and now they expect us to pay for shoddy service and (as has been proven by the AG) an unethical company. Garbage. NO MORE MONEY. RELEASE US. We entered into this relationship with the promise that we would be able to book trips for the home resort of Split Rock plus exchanges through an Interval membership. We were successful in booking once for Split Rock however when attempting to book exchanges through Interval we were never ever to book our desired destinations. We defaulted to booking only available resort alternatives so as to not lose our exchanges. When Bel Air took over, they promised improved booking experiences through their new points system. However, this proved to be even more frustrating and cumbersome. We complained and asked for assistance and all they promised was they could put us on wait lists for our desired resorts and would need to travel at a moment's notice, which we were not able to do. Resolution Sought Preferred outcome would be an apology from the sales manager and CEO as well as a full REFUND FOR ALL MONIES PAID and, of course, to wash our hands of a company that is obviously mismanaged and unregulated from within. We would accept a cancellation of all future obligations for any and all fees resulting in our forfeiture of any services from Split Rock / Bel Air

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