ComplaintsforCoconut Bay Resort Condominium Association, Inc.

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, Ive been a loyal owner of a timeshare with Coconut Bay for the past 32 years, but the time has come for us to request the closure of our contract. We have tried to send the resort letters, but we havent received a reply and were hoping you can help us out. My spouse and I, both now in our 70s, are no longer able to make use of the timeshare. We have carefully assessed our financial situation, and the maintenance fees associated with the timeshare have become a burden, especially considering our current inability to travel. Additionally, our children have made it clear that they cannot afford any additional financial responsibilities either. Our request for release should be considered with understanding because of our long history and we hope for a smooth resolution. Thank you for your assistance.

  Business response

  08/01/2024

  We are in receipt of the letter regarding Mr. and ***************** BBB complaint. The Association is in no position to take back units to stay in business. However, the ***** of ********* has implemented a resort fee to ensure the resort remains afloat if an owner wants to return the unit, as this is our only source of income. 
  
  Upon receiving this complaint letter today, August 1, 2024, we attempted to contact the owner and offered to waive the resort fee. However, they would need to cover the lawyer's cost for drawing up the transfer forms which is $1250.00. ************* advised that she is not able to speak to us since she has legal representation, which has never contacted the resort.
  
  We believe the above resolution is fair to both the owner and the Association.
  
  Yours truly,  
  **********************; 
  General Manager  
  Coconut Bay Resort

  Customer response

  08/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will be calling your resort next week so we can further discuss. Thank you for getting back to us
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Coconut Bay Timeshares due to their lack of response to our repeated communications concerning our inability to utilize our timeshare effectively. Purchased on March 7, 1992, under the promise of being able to take a vacation every year, our experience has fallen significantly short of what was guaranteed by your sales agent.Despite the initial allure presented during a complimentary breakfast meetingwhere the flexibility and accessibility of the timeshare were highlightedwe have found ourselves unable to book vacations when and where we desired. This issue has been particularly disheartening, given our advancing age (we are almost 80 years old) and decreasing mobility, not to mention the financial constraints following our retirement and the cessation of our business activities.Furthermore, my recent cancer surgeries have resulted in substantial medical expenses, further diminishing our capability to enjoy the benefits of the timeshare. Given these circumstances, we are seeking to cancel our timeshare agreement with Coconut Bay. We believe that a company of your standing should stand by the promises made by its representatives and offer support to its customers in times of need.We kindly request that you provide us with options to terminate our agreement in a manner that considers our long-term commitment and current challenges. Please treat this matter with the urgency it warrants and reach out to us at your earliest convenience.

  Business response

  05/21/2024

  Good Afternoon BBB:
  
  We have received the complaint submitted by our owner, *************************, regarding her timeshare ownership of Unit 512 Week 43. We spoke to **************** a few years ago about our take-back program. While we are under no legal obligation to take back units, we have created this program to assist our owners in exiting their timeshares under our terms.
  
  To relinquish ownership back to Coconut Bay Resort, there is a Resort fee of $5250.00. Owners can either mail in a check or contact us to process a payment via credit card.
  
  If **************** wishes to proceed, she may contact us directly, and we will extend this offer to her. 
  
  Thank you,
  
  **********************; 
  General Manager  
  Coconut Bay Resort
  
  ---

  Customer response

  05/29/2024

   
  Complaint: 21709348
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  over the last 20 years we have paid the maintenance fee but been unable to come to Coconut Bay.  We would just like to be out off the week with no additional charge . The last time we came we could not use our unit but a small room. Now health is not good and we want released please

• Initial Complaint

  10/16/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  To Whom It May ******** I am writing to bring to your attention my concerns and challenges with my timeshare membership with Coconut Bay. My name is ***************************, and I am currently facing significant difficulties that necessitate a reconsideration of the terms associated with my timeshare.My brother, ******, tried to reach out to the resort regarding our desire to relinquish the timeshare. The primary reasons for seeking to cancel the membership are the annual increases in maintenance fees, now totaling $600 per year, and the difficulty in aligning available weeks that match up with our vacations and we only used our timeshare once in 2017. However, we were advised that such a process would incur fees ranging from $3,000 to $5,000. Given our circumstances, this financial burden is quite challenging for us to bear. In November, they offered a proposal to deed the membership back that amounts to a significant $5,050 along with the past dues. Considering my current financial situation, this cost is not feasible for us. Additionally, with the recent arrival of my first baby, I have not been working for three weeks now, resulting in a temporary disruption to my income.I kindly request your understanding and assistance in reviewing our case. I seek a fair and reasonable resolution that takes into account the unforeseen circumstances I am facing. I know it is well within the power of ****************** to ***** my desire for termination and I will continue to pursue the termination of this membership through whatever channels necessary. Your prompt attention to this matter is greatly appreciated. I look forward to your assistance in finding a solution to my predicament. Thank you.Sincerely,***************************

  Business response

  10/24/2023

  Dear BBB and ****************,

  In response to ******************** complaint:

  
  We hope this message finds you well. We understand your recent request to return your timeshare unit to the Resort. While we empathize with your situation, we regret to inform you that at this time, we are unable to accept the return of your specific unit without the payment of the corresponding maintenance fees for the future years, which offsets the potential revenue loss to the Resort.
  As you may be aware, the maintenance fees contribute significantly to the upkeep and overall maintenance of the property, ensuring a high standard of service and amenities for all our patrons. Therefore, the fee paid to return the unit is utilized to cover the future lost maintenance fees, thereby allowing us to sustain the quality of services and amenities offered to all our valued members.
  We would like to offer an alternative solution to your current predicament. If you are considering parting ways with your timeshare, you have the option to transfer or sell it to a friend or someone you trust at any time. Alternatively, if you have identified a suitable individual interested in taking over your timeshare, we would be more than willing to facilitate the transfer process on your behalf.
  Please feel free to contact us at your earliest convenience to discuss any further details or arrangements you might require in relation to the transfer or sale of your timeshare unit.
  We sincerely appreciate your understanding in this matter and remain committed to providing you with the best possible service.
  Thank you for your continued support and cooperation.
  Warm regards,
  [***********************] [General Manager] [Coconut Bay Resort]

  Customer response

  10/25/2023

   
  Complaint: 20738294
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩