Complaints for Pohaku Resort Management in Windermere, FL

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
2	Refuse to adjust, relying on terms of agreement
0	Unanswered

2 complaints against Pohaku Resort Management

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8/28/2023

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $20,000.00 Amount Settled: $0.00

Customer Complaint

8/10/2023

In the summer of 1987, my late husband and I were approached by sales representatives for Pono Kai, and after a lot of pressure and long hours, we signed up to purchase the timeshare. After purchasing, they told us we couldn't use it during November or December because that's when the employees get to use them. When we would try to book, they always said it was booked, sometimes for 7 years out. We also were downgraded when Pohaku Resort Management bought our timeshare. This ownership never lived up to our expectations or the promises that had been made to us. At this point in my life, this timeshare is a huge burden. My kids don't want this and don't think it's right for it to be handed down to them. I reached out about what I could do to get this timeshare out of my name, but was only given options to transfer it to someone else. If I could do that and had someone to transfer it to, I would have done that a long time ago. I don't understand why I can't transfer it back to the resort for them to sell again. I have paid everything that was required of me for this timeshare. Resolution Sought Take back my timeshare week.

Company Response

8/16/2023

We are in receipt of the complaint filed by the owner regarding their Pacific Fantasy Time Share Owners Association timeshare interval. In this complaint, the owner is stating that they were told that they were unable to use the timeshare during November or December as that is when the employees are able to use them. I am unaware of who stated this to them, but it is 100 untrue. There is no blackout time at the resort for our owners. They also indicate that they tried to book as far as 7 years out, but were unable to do so as they were told it was already booked. Again, I am unaware as to who would have told them this as our owners are able to book their week up to 12 months in advance of their desired check in date. There would never be a reservation made 7 years in advance. Reservations are booked on a first come first serve basis, so the owner has ample time each year to book their desired reservation dates if they call in advance. The owner is currently and has always been the owner of a 1 BR interval with Pacific Fantasy Time Share Owners Association since the interval was purchased. There was no downgrade made by Pohaku Resort Management when we took over as the Management Company for the Association. Unfortunately, Pacific Fantasy Time Share Owners Association does not have an active deed back program available at this time. We offered to provide assistance in connecting them with a broker once they have found a buyer or friend/family/community member who may be interested in taking this over. Pohaku Resort Management is simply following the directive of the board of directors by advising the owner of this. Filing a complaint against Pohaku Resort Management simply because we are unable to assist them with their deed back request is completely unwarranted.

2/15/2023

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $22,000.00 Amount Settled: $0.00

Customer Complaint

2/1/2023

After signing a timeshare agreement with Pono Kai Resorts, we expected to be able to exchange and take vacations at luxurious and beautiful properties based on what we were told. We soon found out that was not true. When we tried exchanging for another resort, nothing was ever available. This was incredibly frustrating. Another promise made by Pono Kai was that they could easily rent out our property as it was in high demand. This never came to fruition. Now, the resort has gone through so many company changes that nothing has remained the same ownership wise, and the properties are now sub par. With the increase in maintenance fees and the inability to use this timeshare, we can no longer justify remaining owners. We were greatly disappointed by the responses we received from Michelle because she gave us no option other than to transfer our ownership. We know no one who wants this, and if we did, we would have been done with this a long time ago. We're having a very hard time understanding why they are making this so difficult. We've owned since 1988 and have poured a significant amount of our finances into this timeshare, with very little return. Taking back our timeshare should be beneficial to them since we've paid it all off and they can sell again for more money. Resolution Sought Cancel my ownership!

Company Response

2/3/2023

The owner is stating that they were told that they would be able to exchange and take vacations at other properties when they purchased their timeshare interval. Neither Pohaku Resort Management nor Pono Kai Interval Owners Association sold this interval to Ms. Weber. Any complaints regarding what she was told at the time of purchase should be referred to the company that the interval was purchased through. Also, owners can and do exchange their timeshare weeks on a regular basis. The fact that Ms. Weber has been unable to do so is of no fault of Pohaku or Pono Kai. We have tried to work with Ms. Weber by offering an owner rental program to alleviate the maintenance fee burden, but she was uninterested in participating. Pono Kai Interval Owners Association does not have a deed back program available. Pohaku Resort Management is simply following the directive of the board of directors by advising Ms. Weber of this. Filing a complaint against Pohaku simply because we are unable to assist her with a deed back is completely unwarranted.

Customer Rebuttal

2/8/2023

It is not unwarranted because you all aren't providing any viable options for me to be released from this ridiculous timeshare. Are you telling me there has not been one time that the board has considered an owner's specific issues and circumstances and provided a release? I find that impossible to believe. The owner rental program is not guaranteed to cover our maintenance fees every year because there's no guarantee they'll be rented out. We know this because we've already tried. There has to be a better way.

Company Final Response

2/13/2023

Again, Pono Kai Interval Owners Association does not have a deed back program available, nor are they required to have one available. Owners can transfer or sell their interval and we do have a broker to facilitate the transfer process once they have a buyer. We have offered the owner rental program to the owner as a way to assist with recouping their maintenance fees, so that is a viable option should they wish to participate.

Complaints and Resolutions

Pohaku Resort Management complaints