ComplaintsforCoconut Mallory Marina and Resort Timeshare Owner's Association, Inc.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Dear BBB, I am writing to file a formal complaint against Coconut Mallory Resort and Marina and their management company, ************************ regarding my timeshare ownership experience. Details of the Complaint: Purchase and Payment: I purchased and fully paid for a timeshare at Coconut Mallory Resort and Marina. Despite fulfilling all financial obligations, my experience has been fraught with issues. Resale Attempts: I paid a substantial fee to a resale service to sell my timeshare. Despite their assurances, I have received no updates or progress on the resale. It has been a frustrating and fruitless endeavor. Deed-Back Program: I participated in the deed-back program offered by Coconut Mallory's finance company, hoping to relinquish my timeshare. However, the company has failed to acknowledge my participation or process the deed-back. They stopped requesting annual fees for years and have now just started again saying there was no deed-back. and now in April they put a Lien on my Bank Account: This action has caused significant financial and emotional distress.Desired Resolution: Immediate acknowledgment and processing of my deed-back request. Removal of the lien on my bank account. Assurance that no further fees or liens will be imposed on me regarding this timeshare.This timeshare is a worthless burden and a nightmare that I cannot escape. I seek the BBB's assistance in resolving this matter promptly and fairly. Thank you for your attention to this complaint. I look forward to a swift resolution.

  Business response

  06/10/2024

  Please supply to me evidence provided to support these claims. They describe services we do not provide and actions we never take. 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are not happy with our timeshare at Coconut Mallory Resort and Marina. We need to be released from our timeshare agreement and receive a return of all funds paid. We have had years of frustration with the timeshare and have never been able to enjoy it as much as we initially imagined. Our experience has been so negative that we do not ever wish to return. The timeshare cannot be sold due to the fact that no one wants such a burden. We have reached out to Coconut Mallory and this seems to be the only option they can provide us. We need for them to take the timeshare back from us. We are approaching retirement age and cannot afford the payments.

  Business response

  01/26/2024

  I am sorry the Weavers are not able to find happiness in ********, *******.

  The Weavers have contacted their Association of Timeshare Owners. The Association cares for the property and all owners, and we make sure all owners meet the obligations they took on when they purchased their timeshare - see legal documents (Declaration and Bylaws) that were provided when the Weavers acquired their timeshare.

  The Weavers purchased a timeshare week from a Developer. They became members of the Owners Association when they did that. The Developer was the one who was paid when the Weavers acquired their timeshare. The Weavers will need to reach out to the Developer about their request to receive "a return of all funds paid."

  Call our office and we will provide the name and contact information of a reliable and reputable real estate broker who has a 100% success rate selling timeshares at Coconut Mallory. Coconut Mallory is in great demand. It's in ********. Most every person has a great time in ********.

  ****

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a time share at Coconut Mallory ************************************************ *****************************************************************************. I purchased it in 2009 and my first time of using it was 2010. I have it even years. I pay about $428 every year for my annual fees. I have always paid my fees on time.I was scheduled to be there in December ****, 2020. At that time Key West was having a huge outbreak of COVID and was requiring everyone to mask up anytime outside even if alone and if not wearing a mask, you could get a $500 fine and possibly jail time. We were also under strict rules at the same time. Because of the huge outbreak I contacted them to see if I could possible reschedule for a later date they said there was nothing left in 2020 and they would not let me reschedule it in 2021. Shortly before we were headed to Key West I was exposed to COVID and at that time we were under mandatory 14 day quarantine. When I called again to advise them of my situation and to see if I could reschedule my stay, their response was use it or lose it thats the way it is. I could have ignored all the rules went to Key West anyway and possibly bring more COVID with me and expose countless more people because using my timeshare would be more important than to trying to follow rules and be safe. I was also concerned about getting COVID while I was there and not being able to get back home.I feel that under the circumstances that we were all dealing with that I was not treated fairly. If I wanted to not lose my timeshare reservation I needed to pay no attention to the mandates that were set in place to supposedly help slow down the spread of COVID and they gladly accepted my annual dues and didnt even care that I received nothing for my payments that totaled $856.

  Business response

  02/23/2023

  Dear **************,
  I am sorry that ************** was not able to use her timeshare week at Coconut Mallory. The Timeshare Association consists of 40 units and there are owners of 52 timeshare intervals in every unit for a total of ***** intervals. Owners can select any week they wish to reserve for their use in each year they are entitled to do so. Owners have four options - they may choose to occupy the week (the interval) themselves, allow a guest to use the interval, make their interval available for rent, or trade the interval through an exchange company.
  
  In her statement, ************** said she was scheduled to stay in December from the 5th to the 12th. She says she was reluctant to travel due to ******** mask requirement that included the threat of a fine of $500 if one did not comply. I found that ******** Governor lifted that requirement as of September 28. see below:
  ******* lifts all COVID-19 restrictions
  Fines for not wearing a mask have also been lifted.
  September 28, 2020, 3:56 PM08
  ******* residents will no longer be fined for not wearing face masks and COVID-19 restrictions on all businesses in the state, including restaurants and bars, have been lifted in an effort to help the state's economy, according to Gov. ************************
  Unfortunately, a timeshare interval is perishable. Once the days have passed, there is no getting those days back. As listed above, ************* using the interval herself was only one of the four options owners can select to use of their week. When she knew she would not be able to use her interval she could have allowed a friend or relative of hers to travel, listed her interval available for rent, or given her interval to an exchange company.
  
  Again, I am sorry that ************** missed out on use of her timeshare interval at Coconut Mallory in the Covid year. I am hopeful that ************* had a better experience in the even year (2022) that has just passed.
  ***********************

  Customer response

  02/24/2023

   
  Complaint: 18948967
  
  I am rejecting this response because:
  Even though they said the mask mandate was lifted in ******* it was still in place in key west along with the possibility of jail time. In fact they still had it posted when I was there in 2022. No one was interested in going to key west in dec *************************************** the country. I tried my best to use my reservation and it didnt work. I was just truly hoping they would be human and willing to help in horrendous circumstances. I will unfortunately never see my time share in the same light and will definitely not recommend them to anyone. 
  Sincerely,
  
  *******************

  Business response

  03/17/2023

  The resort opened for business June 1. It was business as usual after that date. To the best of my knowledge there were no Coconut Mallory owners arrested for violation of any mask policy. 

  See prior response for all other information. 

  Customer response

  03/20/2023

   
  Complaint: 18948967
  
  I am rejecting this response because: Their last response was only about jail time.  The crux of it all is that we were all coping with a time we had never seen before - with a very contagious virus that was very serious and very devastating.  We were often on stay at home orders and travel restrictions.  When I was informed that I had been exposed, we were operating under the guidelines of 14 days quarantine; which directly impacted my travel plans.  Would it have been a good idea to travel anyway and possibly expose untold numbers of people or even worse get ill while I was there and directly expose everyone at the resort and not be able to travel back home?  I felt I had no real choice but to stay home and keep myself and everyone I might come in contact with safe also.  So with their response it told me they really didn't care and I should have traveled anyway and it would turn out as it would turn out.  They offered other chocices of what I could have done like have friends use it or rent it ---- with the circumstances of the moment I cannot see how that would have been an option at all.  I just feel these were extraordinary circumstances and they should have been a lot  more understanding and willing to at least allow me to reschedule my week.  It was an awful time to get the use it or lose it answer.  Shame on all of them.
  

  Sincerely,
  *******************

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