King's Creek Plantation and paying maintenance fees

[coachb]

All,

I'm wondering if any other owners at KCP have had similar experiences in paying their maintenance fees. Last year it took me HOURS to get a bill and then be able to pay for my cottage. Previously, you could go to the KCP website and pay after logging in as an owner. Or, you'd get a bill in the mail and pay it that way. Starting last year, you were directed to Equiant. The problem is Equiant doesn't have a bill for the next year. When you speak to KCP they refer you to Equiant. When you speak to Equiant, they indicate they don't have a bill from KCP. It's maddening as you go back and forth. If my memory is correct, after several attempts last year, I spoke to a rep at Equiant that gave me an "estimate" on my bill so I could then book my vacation. Making it even more challenging, when you go to my.equiant.com, there is a zero balance and no credit card option to pay if there was a balance. So, unable to solve the problem yourself online, you are forced into voicemail purgatory.
This seems to have occurred around the time of Spinnaker taking ownership of the resort. It's a horrible look for the resort. I'm wasting valuable hours at work trying to spend money and can't do so. It's not user friendly and, frankly, awful from a customer service perspective. If anyone has had a better experience or has a solution, please share.

TIA,

CoachB

 

[mdurette]

@wackymother just reserved her 2024 weeks a couple months ago and can give you some insight on recent.

Mine is EYO, so last I booked was 2023. I called KCP member services on 6/30 to lock off my unit and make July 4th 2023 reservations. They had me pay via equiant an estiamted amount since billing not out yet, looking at my emails I did that and then on 7/1 I called back and made the reservations. I don't recall any issues making the payment on 6/30 with Equiant. I just input the amount asked for here once I logged in:




Side note: I never received billing for the difference once the 2023 MF cost came out, apparently in the switch they input a wrong zip code for me. I didn't remember to even look for the increase (once ever 2 year payment) until I got a call from a collections agency for it! Long story short, they pulled it from collection, I paid right away and it never impacted my credit. So, if you prepay, good idea to put on your calendar to check the remaining amount. I was shocked they sent to collection without even a phone call.

 

[montygz]

Thanks for posting this as I will be up for my bill next year.

Did they let you lock off the unit and reserve on the promise you would pay or did you have to call back after paying? Was the resort able to verify you paid right away?

 

[mdurette]

Thanks for posting this as I will be up for my bill next year.

Did they let you lock off the unit and reserve on the promise you would pay or did you have to call back after paying? Was the resort able to verify you paid right away?

I know you can't book until you pay. Looking through my emails it appears I paid on 6/30 and received my reservation confirmations on 7/1. If I recall correctly, I think it took the day to process sthe payment and then I could book.

 

[wackymother]

This year I think I paid pretty early in the year, like March, and then reserved on June 29. @coachb

I just looked at it. I paid through the website. It lets you enter an amount. In the past I've manually entered whatever I paid the previous year. Are you able to get to that screen?

 

[coachb]

No, I can't get to that screen (to enter an estimate). Also, I'm assuming you are referring to the my.equiant.com website and not KCP.

TIA, CoachB

 

[wackymother]

No, I can't get to that screen (to enter an estimate). Also, I'm assuming you are referring to the my.equiant.com website and not KCP.

TIA, CoachB

Yes, I go to kingscreekplantation.com, then click on Owners Login. Then, after I've logged in, I click on my.equiant.com there, from the KCP page. That takes me to Equiant. I log in at Equiant. Then click on my account number. That takes me to my account, which has a credit right now. Then click on Make a Payment and on the drop-down menu, I click Payment, then on the next page, Maintenance.

Where are you getting hung up? Are you going directly to Equiant? Or starting at the KCP page?

 

[coachb]

I think I got it this time. Thank you for your help. I put in a estimated amount. Hopefully, that's all I need to do to book Summer 24.

I really appreciate the help.

 

[wackymother]

I think I got it this time. Thank you for your help. I put in a estimated amount. Hopefully, that's all I need to do to book Summer 24.

I really appreciate the help.

Excellent! It's annoying they couldn't help you, but I'm glad you got it settled.

 

[wackymother]

Thanks for posting this as I will be up for my bill next year.

Did they let you lock off the unit and reserve on the promise you would pay or did you have to call back after paying? Was the resort able to verify you paid right away?

No, you have to pay in advance. Then you can call back on the day you want to reserve for the following year--that is, you would call on July 1, 2023, for a reservation starting on July 1, 2024. I usually pay maintenance in March or April so I don't have to think about it too hard in the summer.

 

[coachb]

Yes, I go to kingscreekplantation.com, then click on Owners Login. Then, after I've logged in, I click on my.equiant.com there, from the KCP page. That takes me to Equiant. I log in at Equiant. Then click on my account number. That takes me to my account, which has a credit right now. Then click on Make a Payment and on the drop-down menu, I click Payment, then on the next page, Maintenance.

Where are you getting hung up? Are you going directly to Equiant? Or starting at the KCP page?

Circling back on this thread as the challenges to pay maintenance fees to KCP continue. Now when you go to the Owners section on the KCP page there's no way to access Equiant. Calls to the resort and Equiant leave you in voicemail purgatory. You're left with going directly to Equiant, estimating what your fees might be, and paying what you hope is for your timeshare. I've never experienced such difficulty in trying to spend money. Such a frustrating experience from a customer service perspective.

 

[wackymother]

They're redoing the access and Equiant is now called Concord. Did you get the email that came today from Spinnaker?

I would wait to make any payments till things settle down with the website.

<quote>"We are reaching out to inform you of an upcoming system transition scheduled to begin on November 12. During this transition period, your Owner site will be unavailable including access to online reservations and bill payment services.

To assist with any transactions or inquiries during this time, we wanted to provide the following list of contact numbers and web links to ensure you can easily reach us and continue conducting business as usual. Please reference your contract number when calling these numbers.

Reservations:

• To make a Club Explore reservation: Contact us at (855) 269-6130
• To make a Legacy/Weeks Owner reservation: Contact us at (866) 228-6796

Payments:

• To make a payment towards your Maintenance Fee balance: Contact Equiant, now Concord at (800) 447-1760 or visit https://esp.myaccountinfo.com/
• To make a payment towards your Loan balance: Contact Equiant, now Concord at (800) 447-1760 or visit https://esp.myaccountinfo.com/
• To make any other Club Explore payments: Contact us at (855) 269-6130. To check your points balance or reservation account visit: https://www.clubreservations.com/clubexplore

Thank you for your patience and understanding as we work to improve our services for you. Keep an eye out for another email detailing how to login to your Owner's website utilizing a new Owner ID and password."</quote>