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:07/03/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 booked a Hawaii vacation rental through Ola ********** on 12/5/23 with a check in date of 8/9/24. Ola ********** collected a $1306.22 deposit and a $1000.00 refundable security deposit on 12/5/23.Ola ********** was notified by email on 6/10/24 that we were cancelling the reservation. Their stated cancellation policy on their website reads: You may cancel your reservation up to 30 days prior to arrival and we will refund all monies paid to Ola ********** minus a $250 cancellation fee. Our cancellation on 6/10/24 was more than 30 days prior to our arrival date of 8/9/24 and we were well outside their required 30 days notice.On June 12th, *** ********** emailed me that they no longer had my deposits. They said that they had merged with or formed a business relationship with Gather Vacations and transferred my money to them. They said that Gather Vacations would need to issue the refund.I was contacted by email by the ********************* for Gather Vacations on June 12th (***************************) who indicated a refund check would be mailed to me and that I could expect to receive it in 7-10 days. The check never arrived in that time frame and when it finally arrived on 6/27/24, the envelope had been slit open. I reported this situation to Gather Vacations on 6/27/24 who then placed a stop payment order on the check.************************* in the accounting department for Gather Vacations asked me if I wanted a new check sent or a wire transfer. Because of the amount of time that had passed, I indicated we preferred a wire transfer. I furnished my bank routing number and account number. ****** advised me on 6/27/24 that the wire transfer had been issued and that I could expect my refund in 1-3 business days. The wire transfer was never received as of todays date. On 7/2/24, ****** advised me that the wire would close on their end on 7/2/24 but the funds have not been received.

  Business Response

  Date: 07/08/2024

  This guest unfortunately faced delays and issues with our standard refund process. As a result, her concerns were escalated to *******************************, our SVP of Finance and Operations. ***** personally reached out to *** to assist her directly with the refund. In addition to the original refund amount, we also reimbursed her for any additional fees as a gesture of goodwill for the inconvenience and time she spent navigating the process. We believe we have fully addressed her concerns.

  Customer Answer

  Date: 07/08/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  In July of this year upon learning we would be traveling to **** ****** in October **** I secured a reservation via VRBO for rental property Owned by Elite Properties. The total cost for 8 nights was $3834.01 ($319/night before taxes and fees). I paid the required deposit of $1,428.81 to secure the reservation. Yesterday 9/20 I started receiving emails and phone calls directly from Elite Properties (not VRBO) confirming my cancellation of the property ( I had not canceled). They went on to explain that there was an error in pricing thru a 3rd party vendor they use and because of the error they had to cancel my reservation. They offered to rebook at the adjusted / corrected price but couldn't tell me what that price was, they did offer to send to me their Sales team to re-book at the new inflated rate. I tried reaching out to VRBO but **** said they were unable to reach anyone at Elite Properties. I then received a 3rd email from PM company telling the "Due to an inner office miscommunication, this information needs to be corrected, and we should not have canceled your booking." However they only offer to rebook (at the new rate) leave cancelled or help me find another property. I've looked and the new price same rental is now $500/night vs $319 I originally booked. All their other rental properties (2 bed 2 bath) are all $500 or higher per night.

  Business Response

  Date: 09/21/2023

  Dear **************** and BBB Great West + Pacific,

  Thank you for this notice. My apologies for any confusion, but Corcoran Pacific Properties became a separate company from Elite Pacific Properties in January of 2022. Today Elite Pacific is also known as Gather Vacations. I'm certain that Gather Vacations CEO ***************************** will address this issue. Please contact her c/o ***********************************.

  Sincerely,

  *************************, RB-15723
  President, Principal Broker
  Corcoran Pacific Properties | ******
  Voice/Text: ************
  **************************************************************************
  Each office is independently owned and operated.

  Business Response

  Date: 09/29/2023

  Thank you for this reply. However, the company for whom the complaint was made, Elite Pacific Properties, tells me they have contacted the BBB to set up their own account. Since this was not a Corcoran Pacific Properties complaint, please remove it from our file and add it to the new Elite Pacific Properties file. Much thanks!

  Business Response

  Date: 10/17/2023

  Hello, 

  Can you please look into the history for this complaint? Our company has previously responded to this complaint and found a resolution with the guest. This complaint was just moved over to our profile, from a previous company/profile we were tied to. 

   

  Warmly, 

  Customer Answer

  Date: 10/17/2023

   
  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.
  
  Sincerely,
  
  ***************************