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

3 complaints against Pohaku Resort Management

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4/24/2025

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $40,000.00 Amount Settled: $0.00

Customer Complaint

4/8/2025

We owe these people zero money. We have been loyal users and have paid the timeshare always. Now, when we are done using it and we call for assistance we are lied to? The "only" way to get rid of a timeshare is for ME to sell it? Are you kidding me? You're an entire company who sold it to us in the first place! What kind of shoddy customer service ans customer care is this? Resolution Sought A full refund of all monies paid, Surrender of our timeshare back to Pohaku Management Co or Pono Kai. An apology from the Board and HOA for letting things get so bad. They betrayed every owner.

Company Response

4/8/2025

We didn't sell the timeshare and are a small company that doesn't have a resale option so as with many timeshares, it is the owner's responsibility to transfer it. We recommend checking each year to see if there is a deed program in place or we can sometimes rent it to try and reimburse the owner for their maintenance fees.

Customer Rebuttal

4/14/2025

What do you mean that you didn't sell it? Who did? Please let us know who it was. Also, if you didn't sell but you now control it...then you own it. And all the issues that come with it. Who sold it to us and how are THEY and YOU somehow not responsible for it? Sounds illegal and scammy.

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.

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