Vacation company denying refunds as families cancel vacations as pandemic continues


(WFXR) – A lot of things have been canceled due to the coronavirus.

One woman says she is out thousands of dollars because of a beach trip she had to cancel.

Heidi Doyle says this is the first year her family will not be vacationing in North Carolina’s Outer Banks.

She had booked a house for one week in April through the company Surf or Sound.

However, when Dare County closed to visitors in March, the trip didn’t happen.

Doyle had paid $3,000 and she says the has tried to contact management but only received an email that said the company would contact her as soon as the refund is processed.

That was back in April.

Another man, George Bivens says he’s having the same issue.

“Ultimately, very recently, I got an email from them indicating that they have now changed their policy and they’re not going to offer a refund.”

George Bivens

Instead, Surf or Sound is offering other options, like booking a new date or getting credit towards another property.

The North Carolina Real Estate Commission says it is their opinion that licensed vacation rental brokers must provide refunds if they were affected by access closures.

However, attorney for Surf or Sound, Lloyd Smith, disagrees.

He says North Carolina courts have stated that “landlords are not liable for the independent actions of the government.”

The Attorney General’s office has received just under seventy complaints against the company.

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