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Silverleaf Resorts


Untrustworthy customer service and collections

Complaint Rating:  100 % with 5 votes
100% 5
Contact information:
Silverleaf Resorts
1221 River Bend Drive, Suite 120
Dallas, Texas
United States
Phone: 214-631-1166
My wife and I signed up for a time share without looking over the companies reputation first. We have been paying for over four years, but we were told that we still owed almost the entire amount. Payments were on time and last year my wife was laid off. We stayed in touch with Silverleaf to explain the situation and made arrangements. After we completed the payment arrangements we were still struggling and had to miss a payment. They started calling all our references under false pretenses and telling them we owed them money. When I called them to confront them after they called my cousin who was right next to me (I heard the conversation) the rep denied it (was the same rep). We asked for a copy of our agreement and payment history to be sent to us and they would not do it. It took two months and the reps kept saying we have not made any payments and we should have kept our original copy of the agreement. We did, but wanted to see if they changed the amount on the agreement as this had happened to others when we researched complaints. They finally sent it after two months.
I then talked to someone in collections who insisted I make payment arrangements above what we were able. My wife was still not working, but we agreed on an amount that I stated was still too high, but we are trying to fulfill our obligations. This was set to draft from our account and when the first draft came, it was the full amount and not the reduced amount according to our agreement. This overdrafted our account and caused two NSF fees. When my wife called Silverleaf, they denied any wrong doing. The bank told us we had to get a new account. This situation caused us to be late paying other bills and everything connected with that account had to be transferred which took almost two months to get straight. I called Silverleaf and told them what happened and the rep had no knowledge of the arrangement. She then went and talked to the manager who said there was an arrangement for three months. I said no, I have it written, that you said six months. He confirmed my statement and they later refunded our money, but we were still dealing with the issues with our account being changed. Soon we had three unexpected deaths in our family in a month and we used all of our money on funerals (we didn't have much to begin with). It's been a couple of months since we talked to Silverleaf and when I tried to update them about what's going on and make a payment (thirty dollars more than our agreed amount), but would not agree to have my account drafted because of the last incident, they refused my payment and said our property will go into foreclosure.
This company is untrustworthy and has no standards when dealing with customers handling your finances or accountability. Out of ten people we spoke to, only two treated us like people and that is the only reason we were able to talk to someone to get our money back.
Complaint comments Comments (4) Complaint country United States Complaint category Timeshares / Vacation Rentals


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N  2nd of Apr, 2012 by    0 Votes
Spent three days of the five guarranteed to stay left and came back after having boat trouble on the lake. I wanted to used the remaining days I had paid for but no one could help me. I was out the door. The following week they called wanting me to upgrade. I don't think they have a clue who their customers are.
N  2nd of Apr, 2012 by    0 Votes
Spring Break was nice had a couple of issues with my boat. Had to leave and go back to FT Worth from Lake Palestine Lake of the Woods to get repairs done. Came back to Palestine having two days of my stay that I had paid for but no one could help me I slept in my truck at the Marina. The following week a customer representative called me wanting me to upgrade. I don't think they have a clue what customer service is. If Silverleaf is being too greedy then that could be the reason why the reservation department talks to customers like they are stressed. It is not like a customer service line. Don't call unless you want to upgrade.
A  22nd of Jun, 2012 by    0 Votes
They lie to you when they tell you you can use Bonus time, you never get it because they are over sold, over booked and care less about customers
N  24th of Sep, 2015 by    0 Votes
This is the exact same thing I've been going through for years. For the last 6 months I've been dealing with issues about me not keeping payment arrangements. Every time its time to make my last payment they claim I defaulted and they won't remove all the excessive fees that have built up. Customer service reps are awful, rude, and verbally abusive. I hate talking to them because you want get any issues solved. Every 5 or 6 months they give the option of making several payments, that will rid me of all of the fees that have mysteriously appeared. All the while my timeshare has been paid for n full.

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Silverleaf Resorts Logo Silverleaf Resorts
Customer Care Service
1201 Elm St STE 4600
United States - 75270-2112
+1 817 284 2390
+1 817 537 5821
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