Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/13/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 and customer care is this?

  Business Response

  Date: 03/14/2025

  While we understand and sympathize with the owners desire to exit ********* ownership, we are unable to simply take their interval back.Unfortunately, their Association does not currently have an active deed-back program, nor are they required to under applicable law. Since the owner purchased a deeded timeshare interval, it will remain in their name until it is sold or transferred to another individual.

  If the owner no longer wishes to maintain ownership with ************************************, they may choose to sell or transfer the interval to another person. Many of our owners have successfully transferred their intervals to friends, family members, or community members who are interested in enjoying time on Kauai or using the interval for exchanges to other locationssimilar to how the owner has done in the past. Should the owner need assistance with the transfer process, we have brokers available to help once they have identified a buyer.

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23062212
  
  Thanks.
  
  Has the *** and resort ever had a deed-back program?  Do they intend to have one in the future?  

  
  You use words like "currently do not have." We think that is misleading. We don't feel that there is any intention to have a deed-back program, and using words like "currently" is deceitful.
  
  Please provide us with a list of interested buyers.

  
  With a destination as nice as Hawaii and an Association that does NOT have a deed-back program (making it almost impossible to refresh clients and inventory), the association MUST have a list of interested buyers who desire to own a piece but cannot find inventory because of the association's lack of a deed-back program (currently).
  
  Thanks
  
  ****** *****

  Business Response

  Date: 03/18/2025

  ************************************ is a not-for-profit association.  The Association does not have a list of individuals who are looking to acquire inventory, but the owner has the right to sell or rent their intervals as they wish.     As stated previously, the Association does not have a deed-back program available, nor are they required to.  This interval will remain in the name of the owner until they sell or transfer the interval to another owner, just like numerous other owners have done before them. 

• Initial Complaint

  Date:10/29/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to share my experience with this company. It has been overwhelmingly disappointing and stressful. Initially, we were enticed by the salesperson's promises, likening the purchase to owning a home with its associated benefits. They made it seem so simple to use, suggesting we could take vacations whenever we wanted, which has not been the case. The lure of a free dinner drew us into a meeting that was promised to take only a couple of hours, yet we were subjected to five hours of high-pressure sales tactics. They assured us that maintenance fees would remain stable after paying off the mortgage, which we later found to be untrue. Despite expressing my financial concerns, we were pushed into sealing a deal for a property in ****** with $7,000 and monthly payments of $140.00. Crucially, they failed to disclose the interest rates or provide a detailed breakdown of the financial obligations. For years, I found myself paying predominantly interest rather than principal, which was never clearly explained to me. Using the timeshare has been fraught with difficulty, from booking complications to the subpar quality of the properties. When I finally managed to stay at one of the timeshare locations, it was outdated and poorly maintained, with air conditioning only in the living room and not in the bedroom. The fitness facilities were grossly misrepresented, consisting of a tiny room that barely accommodated two people at a time. The resort's surroundings were unsettling, with a significant presence of homeless people that made me feel uncomfortable, and the staff treated us as if we were mere motel guests rather than property owners. This timeshare has become a source of immense stress. The increasing maintenance fees are now unaffordable, and I feel exploited, paying for something that is ultimately unusable. The allure of a vacation destination is lost on me, as even an ****** would be a preferable alternative.

  Business Response

  Date: 10/30/2024

  The owners complaint regarding high-pressure sales tactics and misleading information being presented at the point of sale should be directed to the company from whom they purchased the timeshare interval.  This was neither Pohaku Resort Management nor *************************************  In addition, neither of these companies have any information regarding the loan that the owner took out to purchase the interval.   Pohaku Resort Management is simply the management company *************************************  We are involved in overseeing the reservations and billing for the Association along with the management of the three Associations at Pono Kai.
  

  While we understand and sympathize with the owner's desire to exit the ********* ownership, we cannot simply take their interval back.  ***************** does not have an active deed back program available at this time, nor are they required to under applicable law.  If the owner no longer desires to be an owner with ************************************, they can sell or transfer the interval to another individual.  We have brokers on hand to assist with the transfer process if the owner needs assistance once they have found a buyer.

  
  

• Initial Complaint

  Date:10/09/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to share our experience with the ********* contract we entered into under misleading pretenses with this company. Initially enticed by the promise of a free vacation to ****** or *********, including flights and hotels, we were assured this was not a timeshare presentation. The sales presentation lasted several hours, during which we were pressured to purchase a timeshare in ***** with assurances of easy-trade vacations worldwide. Despite multiple attempts over the past nine years, we have not been able to book a single vacation through this arrangement. The maintenance fees have become unsustainable, particularly now that I am permanently disabled and relying solely on Social Security disability benefits. This situation has left us trapped in a financially burdensome and unyielding contract. I am seeking the cancellation of our timeshare agreement to alleviate the financial strain and escape this regrettable commitment.

  Business Response

  Date: 10/10/2024

  While we understand that the owner is unhappy with the promises made when they purchased the interval, this was not purchased through Pohaku Resort Management or *************************************  The owner should direct their complaint regarding the purchase of the interval to the company they purchased the interval through as none of the options they indicated were mentioned at the sales presentation were offered by Pohaku.  Pohaku Resort Management is simply the management company *************************************  We are involved in overseeing the reservations and billing for the Association along with the management of the three Associations at Pono Kai.

  It is unfortunate that the owner has been unable to utilize their interval ownership to their benefit over the years.  Many owners use their timeshare interval and the exchange program that the owner signed up for when they purchased the interval year after year with no trouble. 

  Unfortunately, as we have explained in the past to the owner, ************************************ does not have a deed back program available.   We do not make the rules of the Association and cannot change them based on the request of an owner.  The owner is asking for something that the Association does not offer at this time. Many owners sell/transfer their timeshare intervals to friends, family or community members.  We see these transfers being processed frequently and have brokers on hand that we can refer our owners to for assistance once they have someone interested in taking over the interval.

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22401384
  
  I am rejecting this response. I do not in any way accept this company's response. If they can take our payment, then they can assist us with this situation. If they are not willing to help directly, then they need to get us in contact with someone who can assist. They are managing our ownership and taking our money so they are very much involved in this situation. 

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

  Business Response

  Date: 10/15/2024

  While we understand that the complainant is disappointed with the response we provided, it does not change the fact of the matter that the owner's grievances should be directed to the company through whom they purchased the timeshare interval from.   
  
  As stated in our previous response, Pohaku Resort Management is the management company for ************************************, a non profit organization.  We are involved in overseeing the reservations and billing for the Association along with the management of the three Associations at Pono Kai.   We do not make the rules of the Association and cannot change them based on the request of an owner.  

• Initial Complaint

  Date:07/02/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our experience with Pohaku Resorts concerning our timeshare ownership at ******************************* has been deeply unsatisfying and we need assistance. Our journey with this timeshare began in 1987, and unfortunately it has been filled with persistent issues from the onset. Despite multiple attempts to resolve these matters directly with the resort's management, our requests have been brushed to the side, leaving us with no other option but to escalate our grievances so this can get resolved ASAP.Over the years, we have encountered unending obstacles, including difficulty trading times for vacations, unexpected maintenance fee hikes, and the overall stress from high-pressure sales tactics initially used to persuade us into this contract. Additionally, the reality of easily trading our week through RCI has proven to be far from the truth which is only more frustrating.We have directly requested the cancellation of our timeshare ownership and a partial reimbursement from Pohaku Resorts, given these longstanding challenges and the considerable financial burden they have posed. Our requests were repeatedly met with a suggestion to sell or transfer the timeshare ourselves which is not a viable solution that acknowledges the negative experience we have endured. The onus should not be on us to remedy a situation created by the resort's unfulfilled promises and increased costs.We strongly urge Pohaku Resorts to resolve this matter by canceling our timeshare ownership immediately and partially reimbursing us for the distress and financial strain caused. We are seeking a resolution that respects our time and investment and alleviates the ongoing stress associated with this ownership.

  Business Response

  Date: 07/08/2024

  The complaint being filed against Pohaku Resort Management is misdirected and unwarranted.  In the complaint, the owner indicates that they have suffered from stress from the high-pressure sales tactics that were used to persuade them into this contract.  This should be directed towards the company that they purchased the timeshare interval through as it was neither Pohaku Resort Management, nor Pono Kai Interval Owners Association.  

  They also mention unexpected maintenance fee hikes.  It is only natural that maintenance fees would rise over the course of 30 plus years as the cost of living rises.  Maintenance fees for the Association are carefully budgeted each year through a formal budgeting process and approved by the board of directors.  

  The owners state that they have not been able to easily trade their week with RCI.  Unfortunately, we have no control over RCI's inventory and cannot assist with what they can book with them.  We have offered suggestions of other exchange options to the owner to try and assist them. We have also offered to assist with renting their week to recoup their maintenance fees, but they did not opt to do so.

  While we understand and sympathize with the owners' desire to exit the timeshare ownership, we cannot simply take their interval back.  *************** does not have an active deed back program available at this time, nor are they required to under applicable law.  As we have previously explained to the owner, Pohaku Resort Management is simply following the directive of the board of directors in regard to this.  

  Customer Answer

  Date: 07/23/2024

  We're really disappointed in their response for multiple reasons. First, it seems like no one in this situation wants to take accountability for the issues we've shared, and it keeps being blamed on UNNAMED third parties that are supposedly responsible because they sold it to us. Well, who was that and who should we be contacting then? And why were they allowed to sell us a timeshare for this property and yet this company gets to say that it's not their fault?
  Another issue we have with this is the mention of maintenance fees. Sure, one would expect that it's understandable for the fees to rise, but it's impossible to predict or budget for these increases and maybe we would've known to expect it if this had been actually covered with us before we bought it. We were incredibly misled about what this ownership would look like and what the financial commitment would be, both short-term and long-term.
  They say they don't have a deed back program because they're not required by law. Does this company feel they only need to do the right thing when the law compels them to?? Because it seems inhumane and unethical to allow people like us to remain perpetually trapped in a contract that comes with such a huge financial obligation with no way out. Especially when we have shared our negative experience that's led us to seek this cancellation. There may not be a law for everything under the sun, but laws are made because of SITUATIONS LIKE THIS. Where innocent consumers are taken advantage of because some company thinks that just because something is legal, that makes it okay.
  We do not feel that their response shows that they've made a reasonable effort to resolve this because they have given us NO direction to fix our situation and have not specified who exactly we should be reaching out to about this if it's not them.
  

  Customer Answer

  Date: 07/23/2024

  Date Sent: 7/23/2024 11:58:06 AM
  We're really disappointed in their response for multiple reasons. First, it seems like no one in this situation wants to take accountability for the issues we've shared, and it keeps being blamed on UNNAMED third parties that are supposedly responsible because they sold it to us. Well, who was that and who should we be contacting then? And why were they allowed to sell us a timeshare for this property and yet this company gets to say that it's not their fault?
  Another issue we have with this is the mention of maintenance fees. Sure, one would expect that it's understandable for the fees to rise, but it's impossible to predict or budget for these increases and maybe we would've known to expect it if this had been actually covered with us before we bought it. We were incredibly misled about what this ownership would look like and what the financial commitment would be, both short-term and long-term.
  They say they don't have a deed back program because they're not required by law. Does this company feel they only need to do the right thing when the law compels them to?? Because it seems inhumane and unethical to allow people like us to remain perpetually trapped in a contract that comes with such a huge financial obligation with no way out. Especially when we have shared our negative experience that's led us to seek this cancellation. There may not be a law for everything under the sun, but laws are made because of SITUATIONS LIKE THIS. Where innocent consumers are taken advantage of because some company thinks that just because something is legal, that makes it okay.
  We do not feel that their response shows that they've made a reasonable effort to resolve this because they have given us NO direction to fix our situation and have not specified who exactly we should be reaching out to about this if it's not them.

  Business Response

  Date: 07/26/2024

  While we understand that the complainant is disappointed with the response we provided, it does not change the fact of the matter that owners grievances should be directed to the company through whom they purchased the timeshare interval from.  In searching the State of ************* of Conveyances, it appears that they purchased this interval from the initial developer of the property, ***********************************************, in April of 1987.

  
  As stated in our previous response, Pohaku Resort Management is the management company for Pono Kai **************************** a not-for-profit Association.  We are involved in overseeing the reservations and billing for the Association along with the management of the Associations at Pono Kai.  We do not make the rules of the Association and follow the direction of the board of directors for the Associations. The owner is asking for something that the Association does not offer at this time.  Many owners sell/transfer their timeshare intervals to friends, family or community members.  We see these transfers being processed all the time and have brokers on hand that we can refer our owners to for assistance once they have someone interested in taking over the interval. 

  
  Weve also, again, tried to offer assistance with the owner rental program.  We understand that times are not always easy and try to do everything within our power to help the Association owners until they can sell/transfer the interval.  Just because an owner now wishes to deed back their interval, after years of usage, is not an option for the Association, and therefore is just not something we can do.   

• Initial Complaint

  Date:07/12/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I provided payment to the Pohaku Managemnent and provided my routing number and account number for my bank. They wrote the wrong number in error********** which should have read ********. THey are claiming that they have a voice recording that indicates I provided that number. As you can clearly see-they duplicated the 8. In addition the account number is 8 numbers. Why would they accept 9 numbers. I requested to listen to my providing the incorrect number and they refused stating "it is against the law. They are stating it is a returned payment and charging $35,00 fee. I called and they accepted the correct account number for the payment however I received a letter where they are demanding payment for that amount and a returned payment fee of 35.00.

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/07/15) */ The owner made a payment via ACH with our billing agent on 6/30/2022. The payment was returned due to an incorrect bank account number. We pulled the recording and verified that the agent entered the account number provided by the owner and repeated it back to her and the owner verified it was correct. There is a $35 returned payment fee assessed per the Associations Assessment, Billing and Collections policy. We are under no obligation to provide the recording to the owner as the recordings are obtained for internal purposes only.

• Initial Complaint

  Date:06/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I have a timeshare with Pono Kai Resorts. Unfortunately, our experience throughout our ownership has not been what we expected. It's always been incredibly difficult to book a week at our timeshare. Now, I'm 81 years old and have problems with walking and standing on my feet. We are on a fixed income now and can't afford paying the always increasing maintenance fees, which we were originally told would not go up. We tried reaching out on our own to figure out what can be done to get this out of our name. We were told we had no option but to sell or transfer. If we could get this sold or even give it away for free, we would have done that years ago. It is hard for us to believe that you have nothing in place for owners in situations like ours. We have owned for so long and have certainly paid our dues as owners in every way, even though we feel we didn't get what we paid for. There was a rental program suggested, but that doesn't solve the bigger problem of us remaining owners. We don't want this in our name anymore.

  Business Response

  Date: 08/04/2022

  Business Response /* (1000, 5, 2022/06/10) */ This complaint being filed against Pohaku Resort Management is completely frivolous in nature. The complainant states that they are filing this complaint as the experience of their ownership has not been what they expected, and they've had difficulty in booking. Owners can book their week up to a year in advance. According to our records, the owner has used this timeshare interval numerous times over the years. They also state that the maintenance fees have risen over the years, which is of course true with the cost of living rising over the years. Saying that they are disappointed with the responses received regarding deeding back the interval and then filing a complaint against Pohaku Resort Management is unwarranted. The management company is simply following the directive of the Association and its board of directors in their actions regarding the deed back of intervals. The owner has the option to sell or transfer this interval. Once the owner has a buyer, we can put them in contact with a broker to facilitate the transfer. We see numerous owners sell and transfer their intervals each year, so that is a viable option open to the owners. Consumer Response /* (3000, 7, 2022/06/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) We find the accusation of our complaint being frivolous offensive. Our concerns are valid and we won't be bullied into thinking otherwise. We'd like to see proof of the numerous sales that are apparently occurring, as we have never found success with this. Surely the resort itself is better equipped to sell their own timeshare rather than me. I have never been in direct contact with the board of directors and would like to know how I can address them directly. I cannot travel and will soon be unable to manage these fees so I want to figure out a solution before this happens. Business Response /* (4000, 9, 2022/06/23) */ While we understand that the owner is looking to exit the timeshare, we cannot simply take the interval back as the Association does not have a program for this. There is nothing in the Association's governing documents or in the applicable law which requires the Association to do so. It is unfortunate that the owner can no longer utilize the interval as they have through the years, but it is not the responsibility of the management company or the Association to sell the interval for them. We can assist with the transfer once a buyer has been secured and have offered a rental program to assist with the maintenance fees in the meantime. Consumer Response /* (4200, 11, 2022/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) The rental program does nothing for us because it is not guaranteed to cover our maintenance fees every year. Selling a timeshare in this day and age is an impossible task for us and we fear that we'll get scammed and lose more money. How is it that you can justify keeping someone in a timeshare ownership in perpetuity? Although you state you aren't "required" to take our timeshare back, there comes a point when a decision like that should be made on a case by case basis, and we think our request needs a second look. Please direct our concerns and request straight to the board of directors or whoever you have making these decisions. Business Response /* (4000, 13, 2022/07/03) */ Again, while we sympathize with the owners and their desire to exit the timeshare, there is not a program currently available. Pohaku Resort Management is acting at the direction of the board and cannot take the interval back into Association inventory. The rental program is available to assist our owners in recouping their maintenance fees and we have had great success with owners who have opted to utilize this program. Consumer Response /* (4200, 15, 2022/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) So are you indicating the board has done a proper review of our concerns? If not, we would like to direct our concerns to them so please provide us with contact information to reach them.