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:08/28/2023

  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.

  On 5/10/23 I paid $3800 plus fees to rent a villa at the Westin in *********, Maui. I have contacted Red week and the owner in the contract as we were to arrive 10/15/23 and the local government has discouraged travel through 10/17/23 at this time. Our activities at the resort have been canceled by the resort. The resort has messaged there is no cancellation penalties for the owners we rented from, they do not have pools open, restaurants, cell service, the infrastructure is unsafe, the air quality is not safe, and the road to the resort is only open 6am to 10pm. Many local businesses are not open and will be closed indefinitely. Red week has refused to honor force majeure that was stated in the contract and is only leaving it up to us to message the owners which has resulted in inconsistent communication and no option for refund at this time. The way this company is handling this tragedy and refusing to support local government recommendations is appalling. Not refunding peoples money and encouraging them to vacation in a disaster area is unethical, and an insult to the locals of that area whom are displaced and grieving.

  

  Business Response

  Date: 08/28/2023

  The events in Maui are truly tragic and while we can certainly understand *****'s extreme disappointment and we have communicated with her. However, we need to advise that there we're required to follow the terms of the rental agreement that she accepted on May 05, 2023, the cancellation terms state:

  4. Cancellations
  Renter and Owner agree to the following Cancellation Policy once RedWeek issues the Confirmation: If Renter cancels at least 60 days prior to check-in, 50% of the total rental amount will be paid to the Owner as a cancellation penalty, less agreed-upon fees. For cancellations less than 60 days prior to check-in, the penalty is 100% less fees.

  At this time, we have not been notified that the resort will be closed to accepting guests on her check in date of October 15, 2023. If the resort is closed, then she will be due a full refund per:

  
  5. Force Majeure If the Unit is uninhabitable or inaccessible on the day the Rental Period commences by reason of flood, fire, storm, force majeure, or other natural disaster, and a satisfactory substitute is not made available, the total Rent Payment will be refunded to the Renter. If the Renter is required to evacuate the Unit at any point during the Rental Term, the Renter is *********** a pro-rated refund for unused nights from the point of evacuation order through the remainder of the Rental Period. In such events, the Owner will have no further liability to the Renter. Renter's inability to complete their travel for any other reason beyond the Owner's control (including, but not limited to, illness, airline interruptions, job loss, government mandate or restrictions) are the sole responsibility of the Renter, and the Cancellation Policy in section 4 applies. Renter is encouraged to purchase trip interruption and cancellation insurance for such matters.

  
  Per the rental agreement, only the owner of the vacation rental can authorize any exception to the cancellation policy. We ask that she monitor communication to see if the owner chooses to make an exception to the cancellation policy that she agreed to or for information pertaining to official cancellation of her reservation by *******

  
  While we can certainly sympathize with her dilemma, we must note that ***** was offered travel insurance at the time of purchase, which she declined. As we have advised her, the situation in Maui is very fluid and we have very little information from the resorts. We will absolutely continue to monitor official communication from the resorts and will be reaching out directly to owners and renters if we learn that their booking is impacted. 

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20533128
  
  I am rejecting this response because: the resort is not accepting reservations for the dates we are going. We had a luau scheduled for 10/17 and they cancelled and refunded our money. I dont believe redweek has attempted to contact the resort and determine any details. I have a friend who is an owner at the resort that sent official communication of the condition of the resort and area. I signed to rent from a place with pools, housekeeping, restaurants, and various other amenities that this facility does not have staff to operate. Redweek needs to be in better communication with these places. The governor has strongly discouraged non essential travel over our dates. This facility will not be the facility I booked, and my contract already covers the issues of fire and disaster. Force majeure should be enacted at this time as far as this contract goes. The owner has been contacted, however Redweek is the holder of our money at this time. Do the right thing. My dates fall in the governors travel not recommended dates, its not after. We cant book anything at that resort until 11/01, well after we leave. I think you need to get ahold of the Westin and find out for yourself how little will be available while we are there and it will not be the place or conditions we originally booked. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/29/2023

  While we can understand ******************** frustration, it's important to understand that we're required to follow the exact terms of the rental agreement that she accepted. The Force Majeure clause does not apply because at this time, there is no government imposed ban on travel to ****** or Maui specifically, and as of this writing, there is no indication that the resort will be closed on her check-in date of October 15, 2023. 

  
  We want to be clear that if the resort is closed and not accepting guests, then **************** will be *********** a full refund, per the rental agreement in place. Per the rental agreement:

  5. Force Majeure
  If the Unit is uninhabitable or inaccessible on the day the Rental Period commences by reason of flood, fire, storm, force majeure, or other natural disaster, and a satisfactory substitute is not made available, the total Rent Payment will be refunded to the Renter. If the Renter is required to evacuate the Unit at any point during the Rental Term, the Renter is *********** a pro-rated refund for unused nights from the point of evacuation order through the remainder of the Rental Period. In such events, the Owner will have no further liability to the Renter. Renter's inability to complete their travel for any other reason beyond the Owner's control (including, but not limited to, illness, airline interruptions, job loss, government mandate or restrictions) are the sole responsibility of the Renter, and the Cancellation Policy in section 4 applies. Renter is encouraged to purchase trip interruption and cancellation insurance for such matters.

  It's also important to note that refunds are not permitted if amenities or activities are closed:

  10. Owners Responsibility

  Neither RedWeek nor Owner are responsible for any inconvenience, unavailability, or interruption of services due to repairs, improvements, on-site construction, amenity closures, reasonable resort substitutions (specific unit, bed types, etc.), or for any other reason beyond the Owner's control. Owner is responsible for providing Renter with reasonable notice of any such inconveniences of which Owner becomes aware.

  As we've advised, only the actual owner of the vacation rental week can authorize any refund and we're legally obligated to follow the exact terms of the rental agreement in place.

  Customer Answer

  Date: 09/01/2023

   
  Complaint: 20533128
  
  I am rejecting this response because:
  I have included the proclamation from the governor of ****** strongly discouraging vacation travel to the area through 10/17. Again, we are scheduled to be there 10/15. Also, we have made multiple attempts to contact the owner, they have not been responsive. What is the next step when the owner will not respond? Or are they just able to ignore us and our questions?
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/12/2023

  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.

  Dear BBB,This last week, our family rented a TimeShare through RedWeek to Maui. In LESS THAN 24 HOURS after we booked, West Maui was up in flames and absolutely devastated by the unexpected and extremely unfortunate natural disaster. I need to state again, less than 24 hours after our trip was confirmed, **** was absolutely devastated by wildfires. In instances like this, where bookings were made so very close to disaster striking, families like ours should have a grace ****** for a full refund. Ive tried to contact RedWeek with absolutely no luck. Emails are auto generated to state they are monitoring the situation and the owner of the timeshare is also being non-responsive. Its not just about the financial impact to our family. Our son, who is 4 years old, suffers from very serious asthma that has led to hospitalizations in the past. It is NOT safe to take him into an area devastated by smoke damage and toxic waste of any form. On top of that, our 8 year old daughter suffers from severe anxiety and she is really struggling to think we may be obligated to go on a trip to a place that is so dear to our hearts in the condition it is currently in. There should be no question in these unique and heartbreaking, RARE, Circumstances for families like ours to get a full refund. RedWeek should truly be ashamed for maintaining their contract, especially when we booked LESS THAN 24 hours Before the development of disaster conditions. Please help them understand and allow families across the world line ours to get proper resolution.

  

  Business Response

  Date: 08/12/2023

  The events in Maui are truly tragic and while we can certainly understand ******************** extreme disappointment and we have communicated with her. However, we need to advise that there is no grace ****** for vacation rental bookings and per the rental agreement that she accepted on August 07, 2023, the cancellation terms state:

  Renter and Owner agree to the following Cancellation Policy once RedWeek issues the Confirmation: If Renter cancels at least 60 days prior to check-in, 50% of the total rental amount will be paid to the Owner as a cancellation penalty, less agreed-upon fees. For cancellations less than 60 days prior to check-in, the penalty is 100% less fees.

  She accepted these terms on August 07, 2023 at 11:02 pm PT and we issued her confirmation less than 12 hours later at 8:11 am PT on August 08, 2023. Because she booked the vacation rental less than 60 days before the check in date of September 21, 2023, she will not be eligible for any refund unless the resort in question is closed on her check in date per the rental agreement:

  5. Force Majeure If the Unit is uninhabitable or inaccessible on the day the Rental Period commences by reason of flood, fire, storm, force majeure, or other natural disaster, and a satisfactory substitute is not made available, the total Rent Payment will be refunded to the Renter. If the Renter is required to evacuate the Unit at any point during the Rental Term, the Renter is entitled to a pro-rated refund for unused nights from the point of evacuation order through the remainder of the Rental Period. In such events, the Owner will have no further liability to the Renter. Renter's inability to complete their travel for any other reason beyond the Owner's control (including, but not limited to, illness, airline interruptions, job loss, government mandate or restrictions) are the sole responsibility of the Renter, and the Cancellation Policy in section 4 applies. Renter is encouraged to purchase trip interruption and cancellation insurance for such matters.

  Per the rental agreement, only the owner of the vacation rental can authorize any exception to the cancellation policy or refund. **************** did use the Discussion tool to reach out to the owner on August 09, 2023 and we ask that she monitor communication to see if the owner replies to her request.

  While we can certainly sympathize with her dilemma, we must note that **************** was offered travel insurance at the time of purchase, which she declined. As we have advised her, the situation in ****** is very fluid and we have very little information from the resorts. We will absolutely continue to monitor official communication from the resorts and will be reaching out directly to owners and renters if we learn that their booking is impacted. 

   

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20460434
  
  I am rejecting this response because:
  
  1.) ********* when I contacted them stated they strongly discourage visitors. 
  

  2.) Force Majeure due to an extraordinary event TAKING place should be granted. There was a massive devastation less than 5 miles from this hotel that still does not have power  

  3.) We cant even get the owner, ***********************, to reply to us through multiple attempts. 

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

• Initial Complaint

  Date:07/08/2023

  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.

  Made a sale price $2,400 offer for a week at *********** Towers Posting R1090568 I was told I was first inquiring and informed them I wanted to proceed. Realtor from Redweek told me the seller increased his price to $10,000. Even though the highest price weeks for sale are and currently $6,000 and $5,900. I feel this is a scam and this unit was never available. Its the second time I witnessed this deception. Theyre not honest in their listings or transparent in their negotiations.

  

  Business Response

  Date: 07/11/2023

   It's important to understand that RedWeek.com does not set the price for any rental or resale offering advertised on our site. We can certainly understand the complainants frustration. However, in this case, the owner/seller of the unit changed their asking price, which we have no control over.

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20293359
  
  I am rejecting this response because: I have seen this before where they put up a week for sale at a very low price and when I inquire about it, they immediately say its already gone or not available. In this case raise the price. They are deceptive in their sales practices. And there is no one to oversee what they do. Somehow they need to be held accountable for their actions.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/29/2022

  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.

  Redweek changed their listing procedure which places all protected and verified rentals first and all others after that. Having been a member since 2009, all rentals were listed by rental date. Now I am relegated to a second class that renters do not know exists. There was no notification this was happening and no notification to potential renters to go all the way down the list to find the second group of those who did not pay the extra fee to verify and protect the listing. I feel this is just an attempt to make people pay the fee. Claiming renters want verified listings is bull. Putting both together gives renters the ability to choose. Separating them--people do not know the second group exists. There are approximately ************************ their general discussion forum.This is a means of making people pay to verify their listing and the company to make more money

  

  Business Response

  Date: 12/01/2022

  This is a timeshare sale where the closing was delayed. The first reason is that resale closings are taking longer since Covid. We address this in the CORONAVIRUS (COVID-19) EXTENSION ADDENDUM TO CONTRACT, which is included in the attached sales agreement.

  Also, the sales contract had a special clause containing the following: Buyer to take **** usage but will be responsible for the 2023 maintenance fees, and also for the 2022-23 property taxes. Seller has paid the 2022 fees and the 2021-22 property taxes with no reimbursement. Seller to credit Buyer $1,871.29 to be used towards the 2023 maintenance fees and 2022-23 property taxes.

  Unfortunately, there were additional delays because the county rejected the deed. The death certificate that **************** provided was not legible enough and she was asked to provide a copy that was legible and she because quite irate. 

  As of this writing, the deed has been recorded, but the resort needs to complete the ownership transfer.

  We understand that the time it can take for the complete sale and ownership transfer of a timeshare can be frustrating. However, RedWeek simply has no control over the time it takes to record a deed or the quality of the documents that the owner sends in. 

• Initial Complaint

  Date:11/21/2022

  Type:Billing 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 signed with redweek.com to sell my timeshares in Kolina and Desert *********** was h*** The topper is that I got the sold papers for my timeshare in Desert Springs and hadnt received my check for my whopping $4.12. When I called to inquire why I hadnt received the money i was told oops we couldnt read your husbands death certificate we need another copy. Now I have a signed sales agreement. I am now getting an invoice for my *************** for this property. Obviously redweek.com screwed up. I want redweek com to pay my *************** of $1886.98 if the sale is not completed in a timely matter which is far as I was concerned it was.

  

  Business Response

  Date: 12/02/2022

  The complainant is selling her timeshare through out service and we can certainly understand her frustration with the amount of time that the closing process takes. However, she was advised that the closing process could take longer than expected, as seen in the sale contract rider. Also included in the sales contract was the following:

  
  Buyer to take **** usage but will be responsible for the 2023 maintenance fees, and also for the 2022-23 property taxes. Seller has paid the 2022 fees and the 2021-22 property taxes with no reimbursement. Seller to credit Buyer $1,871.29 to be used towards the 2023 maintenance fees and 2022-23 property taxes.

  There was an additional delay because the death certificate that the complainant was not legible enough and the county rejected the deed. Once she provided *************, the deed was recorded and as of this writing, we are waiting for the resort to transfer ownership.

  Timeshare sale transfers and closings can take considerable time and unfortunately, we have no control over the process.

• Initial Complaint

  Date:09/18/2022

  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.

  So I rented a condo at ********************** in **** **************. And what I found when I got there was the most neglectful circumstances faced with mold, dirty furniture, dirty floors and carpet. My biggest problem is that even though he promised me a refund after the fact he tried to send me to one of their new units at 505A but that was pretty much gross because the furniture was still nasty and the sofa was disgusting with food stains and who knows what stains. normally the sofa would be tan but it was brown from the dirt. Never stay there unless theyve renovated everything and replaced all the furniture. The grounds were falling apart there was weeds and the need for paint everywhere. Its a sad situation and *******************, whom I rented from, was helpful until He couldnt fix the situation. Im Shocked that anything IN **** ** would be less then great.

  

  Business Response

  Date: 09/19/2022

  We are sorry to hear that ******** didn't have a pleasant stay at any resort. However, RedWeek.com isn't affiliated with any resort and we have no control over any resort's quality. We were also unable to locate any RedWeek.com account or booking purchased directly through RedWeek.com. 

   

  We would recommend that she contact the resort management or the entity that she reserved her stay through to report her experience.