ComplaintsforThe Timeshare Brokers, LLC.

• Initial Complaint

  03/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In May 2020 we booked a time share condo in Maui through time share brokers llc with Jeremy W****** for a stay 9/26-10/3/2020. Due to covid restrictions Maui shut down. We were able to cancel our trip and get a credit for a year "This email is to notify you that your reservation for the************** Ocean Club was successfully cancelled on August 24, 2020. You have 12 months to use your credit at any ******** Vacation Club Resort Please let me know where and when you would like to travel in the future. We will look up the dates and bedroom size within ********'s system for your requested accommodations and book your reservation based on availability and point fluctuation. If your request and rebooking is more points, you will be required to pay for the additional points needed before the owner can book the accommodations. Once rebooking has been made, it can not be changed. In the event of a resort closing, a points credit will be given for a later date. Please be advised that the rebooking rules and framework are determined by the resort brand directly and may change as this unprecedented situation progresses. When you are ready to rebook, please try to reply to this email. Also, please respond to this email that you understand the conditions for your credit and rebooking. Thanks and let me know if you have any questions in the meantime" We called to book in 2021 and Jeremy stated fees went up over $900 from the previous year. Which isn't true because our brother in law owns a unit and stated there was no increase. We told Jeremy we would hold off and said we could and try to book in 2022 and even if we booked Maui shut down again and we would not be able to travel to Maui. I reached again on March 7,2022 and Jeremy informed me our credit had expired. At no time did anyone from time share brokers call or email us telling us our credit was going to expire. From my phone conversation with Jeremy on july 29, 2021 i was under impression we had until end 2022

  Business response

  05/18/2022

  Business Response /* (1000, 9, 2022/03/29) */ Thank you ******* for taking the time to review our company. We always appreciate our customers opinions and feedback. As you mentioned the Covid 19 pandemic took ourselves and many of our travelers by surprise and created quite negative travel circumstances from which to navigate. Because all timeshare rental transactions on the secondary market are non-refundable and non-cancellable, we highly recommended travel insurance to cover any possible scenarios that could arise. Though you didn't book travel insurance we were able to convince the wholesaler we booked you through to give an internal credit allowing you to book at many major resort brands that they handle for 12 months from the date the credit was issued. I've reviewed your dialogue with Jeremy in the time since the credit was issued and he was very responsive in trying to locate you another week several times. On the week that you discussed booking but the price was higher those are the prices being given to us by the wholesaler so they wouldn't correspond with your brother in laws ******** costs. We don't make any money on these re-bookings, they are done purely as a courtesy to help with an unfortunate situation. His last correspondence with you in 2021 was in July and you dropped off of communication after that until March of 2022. At that time when we tried to re-book you again with our wholesaler and they said that you were well past your re-booking window and that they wouldn't honor the credit any longer. The windows of the credits are explained in advance and we unfortunately do not have the time to reach out to hundreds of re-booking renters to warn them when their credits might expire. While we know that this situation has unfortunately left you without a vacation we're happy to book your next several vacations at our cost to help you offset any losses that you've incurred. Please reach out to Jeremy or myself at any time to discuss how we can make this happen. We'd like to at least turn a negative situation into a positive for you here. Consumer Response /* (3000, 11, 2022/03/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) On July 29, 2021 Jeremy emailed me and asked to talk on the phone.(email date stamped July 29, 2021 11:18am) At that time we discussed of how we didn't want to pay the extra $900 dollars the owner was asking. I then asked if it would be ok to hold off on the booking and reevaluate it in the spring of 2022 which Jeremy stated that was fine. This is why there was no communication from July 30,2021-March 7, 2022. At no time did Jeremy state that the "voucher" would expire. If that was the case we would have tried to book something by the end of 2021. Jeremy made us believe that we could book something in 2022 and not be out over $2000. Business Response /* (4000, 22, 2022/04/27) */ Hello *******, thanks for taking the time to work this out together. I'm happy that we could come to an amicable solution and keep you as a customer moving forward. Thanks again, Michael D****, The Timeshare Brokers, LLC Consumer Response /* (2000, 29, 2022/05/10) */ Michael reached out to us and resolved or complaint.

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