ComplaintsforVacation Rentals Beach Properties, LLC

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented an Airbnb through a lady who works for the company Vacation Rentals Beach Properties LLC, I called her about a week in a half before our arrival date, which was March 7, 2024. I asked if the house had been checked an everything was working properly in the house and ready for rent. She assured me that the house had been checked and was ready to rent. Upon arrival we checked the house and found these issues:1. Dirty water left in the bathroom sink on the 1st floor.2. Turned ** on it came on, didn't cool. repairman came over 24 hours later, had to replace fan.3. Outdoor lights not working on the deck at rear exit and pool lights not working.4. Mold around vents in ceiling living room and bedrooms.5. Refrigerator freezer didn't keep meats frozen /not working.6. Dryer needs to be replaced, comes on when it wants to.7. Beer cans and cigarette butts left on deck from previous guest or cleaning crew.8. Back doorknob rusted.Spoke with manager about these issues before checking out on the 10th, he was supposed to call me back on the 11th, he did not call. When I tried calling him back, he had blocked my number and conveniently was never in the office when I called. I spoke to her about the issues, she said that the manger handles the complaints and would be who I needed to speak with for some type of compensation for the inconveniences. She is who I rented through and from my conversation with her she felt that I would be compensated partially for the ** being out over 24 hours of our stay and other issues. I have been calling him every day or so up to today the 28th, finally getting him on the phone by calling from someone else's phone. In a very nasty tone, he is stating that he wasn't refunding me any money. As a business owner, wrong and nastiness never gets you repeat customers or helps your business grow. If he wasn't wrong in the situation, he would not have blocked my calls an address the situation weeks ago with compensation. Karma is real!!!

  Business response

  03/29/2024

  The guest called our office on the night of check-in complaining that there were not enough towels in the home.  We immediately sent out cleaning staff back to the home at 8 pm.  When the cleaner arrived she discovered all the towels in the linen closets in each bathroom.  The guest advised our cleaning staff that they did not look in the linen closets.  The guest called back the next morning at approximately 1030 am and advised that the ** was not working.  The home has multiple A/C units due to the size of the home.  We immediately sent our A/C repairman over to the home and a compressor motor had gone out on one of the many units.  He went and picked a new up and the A/C was repairs by 4:30 pm the same day.  The guest never advised our office regarding any lights being out on the exterior of the home or we would have immediately addressed it.  The guest also claimed that the refrigerator and ******* was not working.  The refrigerator and freezer were found to be working as normal.  We have had several different guests in the home since this guest and have not recieved any complaints regarding any of these alledged allegations.  This guest is seeking a full refund after they stayed the entire length of their stay.  This is completely unacceptable.  We pride ourselves on ensuring that all of our guests enjoy their stay.  We host thousands of guest at our properties each year and they are happy with our service and return every year to our rentals.

  Customer response

  04/04/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21499950

  I am rejecting this response because: I never asked for, nor expect a full refund from this company, that is not a true statement made by the manager.  However, I do feel that I should be partially refunded for my inconvenience. I paid full price for the house and did not get what was advertised. I should have received some discount on my rental rate. When I spoke to the lady, I rented through weeks prior to arrival she assured me that the house was ready to be rented. False advertisement by website and verbally. When I initially spoke to her about these complaints, she was in agreement that I should be compensated for my inconvenience. She said that I would have to speak with the manager, as I said before once I spoke to him a few times, he kept putting me off, finally blocking my number. I called him from a different number, immediately had an attitude at the beginning of the conversation, rudely stating "there will be no type of refund." I'm sure he would expect to get what he paid for, and wherever he rents to be what's advertised or better. I feel that at least a refund for at least 1 of the day would be compensation for our inconvenience of everything that we experienced during our entire stay. 

  He wants to discuss towels that should have been disbursed in each bathroom, but the cleaning staff put all of them in one bathroom, cleaning staff issue of not doing their job as they are supposed to. The lights on the deck and in the pool not working was reported at the same time as the ** not working was reported. We didn't know that the lights weren't working until the night that we checked in, same as when we realized that the air wasn't working. We couldn't even enjoy the pool at night. No repairman is coming out in the middle of the night to do those type of repairs. The repairman came out and he was not able to repair the unit at that time, he had to go out to purchase a part. The unit was not repaired at 4:30 as we left the house after that time for the evening. When we returned about 10:30pm the house was cooling. I reported that the Refrigerator freezer did not keep my meats frozen, for some reason the manager has a problem being honest about what and when things was reported to him and his staff, as he was called numerous times and would not return my calls. phat definitely says that he doesn't care about his guest being satisfied. I'm sure I am not the only person that he has done this to. Its poor management at is best.

   I don't feel that he takes pride in their rentals or is concerned about making sure their guest is completely satisfied. I should not have had to go this far if they really cared about their guest or it's just certain guest they care about. 

  Regards,, 

  **********************************************

  Customer response

  04/04/2024

  To Whom It May ******** I was looking back over my complaint information that was sent to the business owner. I evidentially misunderstood one of the questions on the initial complaint, I thought it asked how much I paid for the rental, I didn't understand that it was asking how much I wanted to be compensated. I put the amount that was paid for the entire rental period. I feel that we should be compensated for 1 night, which would be a third of the amount paid for the rental. Thank you!

  Sorry for the confusion,

  **********************************************

   

   

  Customer response

  05/01/2024

  Good morning *******

  Hope all is well with you. I have not heard anything back from them since I responded to his response. I also sent an email to clarify one of my answers to one of the questions on the initial complaint. He is stating that I asked for a full refund which is not true. When I spoke to him and the lady that I booked the rental with, it was made clear that I was expecting to be compensated for the 1 day of inconvenience. Has he responded back to my response to him? I have not seen an email. I will contact you via phone if I don't hear back from you within the next couple of days. Blessings to you!

  Business response

  05/02/2024

  The home was inspected prior to the guests arrival and none of these issues were found by our staff.  The guest did contact our office regarding one of the four A/C units has not working properly.  We immedicately sent our A/C Repairman to the home and he took care of the A/C Issue.  Again the home has four A/C units total for the home.   

  Customer response

  05/08/2024

  I am responding to the complaint I do not agree with the business, I am not satisfied with his response. I was unable to log into the link to respond to this response from the business. I will be taking this matter further and taking legal action against this company. Businesses should not be allowed to treat their patrons with so much disrespect and lies. His business will not prosper being ran in this manner. Please advise as to my next steps in this matter.

  Thank you, 

   

  *******

  Business response

  05/09/2024

  This is a duplicate complaint.  We have already addressed this.

  Customer response

  05/14/2024

  The manager of this company should really be ashamed of the way that he treats consumers. I reviewed some of the comments about this company since starting my complaints, this company has had several negative reviews, some of the same complaints that I have were made before mine. Just wish I had looked at them before renting through this company.  Not a good business to work with and he will not prosper getting over on the consumers. I TRUST GOD!

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dates of Rental Stay: Aug 3-8, 2023. Total cost $5,972.12 Rental property as advertised through VRBO showing pictures of a "Premier" rental home with amenities.. The dispute is a premium nightly charge with too many discrepancies. Here is a list: Safety items like exposed wires, broken exterior lights, septic system discharging above ground, Bullnose strip tripping hazard. Amenities like missing table and chairs, sand in unserviced hot tub, backyard playground not cleaned and nice, Grill with no gas bottle used with charcoal and unsanitary, Broken small sofabed an average person can not use. House advertised for 14 people with chairs for 8. Air Conditioner and dehumidifier downstairs works 10%. This is NOT a premium house. Booking ID:*******. We went to property management with concerns and they have not adjusted payment. This house has been ignored by property management.

  Business response

  08/10/2023

  We have responded to the guest and have addressed their issues while they were staying at the property.  We purchased and delivered a new grill.  We also installed new lighting outside and fixed all items that were brought to our attention.  

• Initial Complaint

  07/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We received an email from **** ***** demanding $550 for a dishwasher he claims we damaged. The dishwasher was damaged when we got there. We didn’t contact him because we were only there for 4 nights and didn’t want to spend our time waiting on a technician. This place was a mess. There’s parts of the ceiling flaking off. The television doesn’t work in the second bedroom. The handle to the sliding glass door fell off. We fixed it. The electric fireplace doesn’t work. Do not do business with this person/company.

  Business response

  07/10/2023

  Our properties are inspected prior to each and every guest and our cleaning staff use the dishwasher during every clean.  The dishswasher was not damaged prior to your check-in and you filed this complaint due to the request for you to pay for the damages you or your guests caused during your stay.  The dishwasher was only a few months old and you bent the door and it is now not functional.  

  Customer response

  07/11/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  In the procedure for check out it specifically requires guests to load all dishes into the dishwasher and begin the dishwasher prior to check out. There should never be a reason for the cleaning crew to run the dishwasher. I filed this complaint as we are being falsely accused of damaging property that was already damaged prior to our stay. This complaint is to warn others who might consider using this company. Looking at the picture that was sent to me, it looks like the dent in the door of the dishwasher probably occurred during installation.

  Regards,

  ***** *****

  Business response

  07/13/2023

  I'm sorry but that is not true.  Yes, we ask our guests to start the dishwasher prior to leaving and our cleaners remove and put away the dishes, so they see and use the dishwasher after every guest.  We also inspect prior to each guest and it was not damaged prior to you checking in.

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First, we noticed that we were short on our monthly rental income from July and I drove to ***** office to ask him about the shortfall. I was informed by **** that the dryer broke while a tenant was in our unit and they had to get it fixed for $485.71. This was the first I had heard of this. From the contract VRBP shall make every effort to telephone or notify the owner of any repairs over $100. They never contacted me. I asked them on July 19th, 2022 why they didn't use the home warranty in an email. **** replied the same day saying "Let me look in to that it should have been used". On July 19th he also wrote me an email saying "Im still looking into the warranty..I am calling them to see if they will cover it...if not we will cover it since our office failed to call them". Email is attached. In an email on September 1st **** is still claiming that the dryer isn't covered by the warranty and he isn't going to give me back my money. I have spoken to my warranty company twice and they assured me it was covered and I sent a copy of the policy again to **** with no response other than it's not covered... Also, when I cancelled my agreement with them per their 30 day written notice policy on July 21st I had no other booking scheduled for another 6-7 months. **** ended up charging me the commissions for them saying that "you are still responsible for the cancellation fees and commissions". No where in the contracts is there any mention of paying cancellation fees. The contract states that "Owner agrees to abide by any bookings made by VRBP if VRBP is unable to transfer booking to another property". With 7 months lead time that should be plenty to move the bookings to another unit. Contract is attached

  Business response

  09/06/2022

  We had a guest in the unit and sent over an appliance repairman.  Unfortunately it was after hours.  We were advised that a part had burned up and there was a fire hazard in the dryer.

   

  Also this individual decided to remove his property from our management program which was no problem, however, we had to cancel all future reservations which was not fair or right to our guests.  

   

   

  Business response

  09/06/2022

  We are more than happy to provide him a copy of the bill for the repair and he can file it himself.  

  Customer response

  09/08/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:  Im not sure how much clearer I could have made it in the last section but I'll go again.  The warranty was rejected because they did not call the warranty company before having the dryer fixed.  Sending me the bill now will do absolutely no good and the property manager knows this.  They obviously know this because in the email that the property manager sent me and is attached "I am calling them to see if they will cover it.  If not we will cover it since our office failed to call them".  This is so obvious that it borders on laughable that he continues to not pay me.  

  Also, they had absolutely no response to the commissions on properties 7 months out because they know it is unjustifiable.  

  Regards,

  ***** *******

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This realty company manages a property that we rented first week of May 2022 - condo *** ***** ********* Tennis and Beach Club This company manages the property through several different social media platforms such as VRBO when we made reservation. We arrived onsite to the condo to a very unclean and unsafe conditions for a property. In our years of vacations, we never experienced such filth I have pictures and videos to support this claim along with text messages to **** ***** who is the owner of the company Bathrooms were dirty Exhaust fans filthy Table in dining area could not bear weight as it was falling inward due to obvious unstable leg Pubic hair found on top of dirty comforter on our king bed Smell of urine Rusty beyond belief porch furniture Dingy dirty towels that were to be provided by a service. There are several unfavorable reviews about this company all sounding similar if not the same to our circumstances. They are stealing peoples money They don’t respond to a renters issues I want a full refund. Our unit was much cleaner when we left

  Business response

  05/09/2022

  This complaint is without merit.  I have reviewed the photos with VRBO, the owner, the HOA and all agree that this is a guest looking for an issue to get a refund.  We attempted to address any issues, however, the guest refused to allow us in the unit or for our cleaning staff to return, if she did in fact had a cleaning issue.

  Business response

  05/12/2022

  Again, everyone is in agreement.  We also inspected the unit with the owner and this complaint is without merit.

  Customer response

  05/12/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  I will call owner to verify the visit.  How do pictures not verify what happened **** *****?  You have an F rating with the BBB.

  I am sure you managed to get a cleaning service in, but that won't stop me from sending the pictures to the owner via FED EX.  With a copy to my attorney.  Did she see the hole in the bathroom ceiling, the hole in the living room wall, the completely rusted patio furniture the overall filth under beds etc.  She will see b/c that doesn't happen overnight.  All pictures will go to her.  I have honestly had enough of your outright lies.  

  Regards,

  ******* **********

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