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Complaint Details
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Initial Complaint
10/15/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I rented unit at Sea Mist on Oct 7 and 8,,first unit reaked of animal urine,,had asthma attack ,,told facility of my allergies to dogs and cats when I booked,,second unit was filthy,,I had to buy cleaning supplies to make it habitable,,then a big black rat appeared running through unit,,I ran out contacted front desk and said I could not stay there,,they agreed and said my money would refunded for the two nights,,I called today to find out about refund and was told by the manager that he okayed the refund but just found out general manager denied it,,he was going to re approve it but he didnt know if it would be denied again,,I have contacted the ***********************,,they are going to do an inspection of the units,,I am 85 years old and very upset by this experience
Business response
10/16/2024
This was resolved yesterday. I am the ** and I refunded her card on 10/8, however on 10/11, unknown to me, our management company Capital Vacation's Rental Audit team reversed the charge and charged her again. I immediately refunded her card and notified her. I took precautions to ensure that it is not reversed again. We found no evidence of any pest in the unit she said she saw a "rat" in and and I think our reviews show our property is not "filthy", in most cases we are praised for our cleanliness in spite of the older nature of the property. The *************** did contact us, and no action was taken. For the record, we did our best to make her happy, but after her staying in 3 units in 1 1/2 nights, we felt it best to refund her and let her cancel another reservation she had with no penalty, despite our 72 hour cancelation policy. We felt it best that she found other accommodations.Customer response
10/17/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Sea Mist is not telling the truth,,the first unit they put me is smelled of animal urine,,I had coughing attack,,they were told I had asthma and allergies to animals,,they were secon unit was so filthy I went out and bought cleaning supplies and when I started cleaning that is when the black rat ran out from behind the sofa upstairs to bedroom,,I ran out and called manager,,he tried to put me in adjacent unit with animal stained carpeting and filthy,,the night desk person was aware of what I had gone through,,he agreed to refund and apologized for all I had been through,,I am 85 years old and this is a shameful way to be treated ,,Business response
10/21/2024
We refunded all her money. As far as Sea Mist Resort is concerned, this case is completed.Customer response
10/24/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,June
Initial Complaint
02/23/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
Years ago, my mother told me she had a timeshare at Sea Mist and that a few years later, she had turned the timeshare back in to Sea Mist. When she died in December 2021, I found no records and thought nothing of it, until I received a bill almost a year later, demanding payment of almost $12,000 for years worth of fees. It appeared *** put my brother's name on the timeshare deed, meaning that Sea Mist was also going to go after him. I checked land records and she did add my brother to the deed, but I have never seen any proof that my brother agreed to be liable for the fees, despite several requests to Sea Mist for that proof. However, I was able to settle with ***/Sea Mist, paid $3500.00 to resolve the claims, and so my brother and I (as probate personal representative for Mom) signed a deed for the time share back to Sea Mist and sent the deed via Federal Express to *** in Hyannis as instructed in December, 2022. I heard nothing further until, in January 2024, I received another bill -- addressed to my brother -- for almost $1,000 for 2024 fees. Interestingly, it showed a zero balance for 2023. I called *** and was told that they had no record of the deed, and that I would have to pay the bill. When I explained further the background, the *** rep **** apparently Capital Vacations) agreed to review the documents. I have emailed them to the person I spoke with twice, and have not heard whether she even received them, despite several follow up emails in the last 3 weeks. Based on the earlier complaint to BBB by someone else in almost the same situation, I am concerned that this whole thing may be just a scam to get money out of people who experience a death in the family. I have attached a copy of my correspondence and the deed from 2022, and I am also sending certified letters to the Hyannis *** address, the manager of the resort, and the person at Capital Vacations in SC. Sea Mist needs to record the deed I sent them and stop invoicing us.Business response
02/23/2024
Have *************** contact me directly at ************ when I return on March 4th. **************, but I will need an original of ****'s death certificate. Also, ********************************* no longer works for VRI. Why this was never recorded, I have no idea, but there some things wrong with the deed, and the Registry would have rejected it anyway. A call to me would have easily corrected this. There is no "scam", just a lack of communication.
*****************************
General Manager
Sea Mist Resort
************
Customer response
02/23/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.
The response is basically that I should call ************************ and provide him with more info. I must note that when this situation began back in November 2022, my very first call was to ************************, and his office was who directed me to the people I dealt with at VRI. At every turn, I have followed up and I have provided all information requested and I have done as they asked, and I have paid thousands of dollars, to no avail. I am grateful that the BBB evidently has their attention now, because the many phone calls and emails I have sent have not been able to do so. As ************************ requests in his response to you, I will provide him the info he requested (again) and see whether this time he is able to fix the situation. However, simply telling me to call him again does not resolve my issue because calling him in the first place got me to where I am today.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,********
Initial Complaint
11/15/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
My mother (deceased in April 2022) had a timeshare with VRI, which is paid off. When she died, I contacted VRI Inventory Control to inform them that as her surviving child, I did not want to inherit the timeshare. She had no other assets, did not have a probate and I inherited nothing. On my lawyer's advice, I contacted the company to ask if they could accomplish this, in lieu of filing a disclaimer of interest. VRI Inventory Control North America replied in June 2022 that they would flag the account as uncollectable upon receiving a death certificate, which I sent. The resort (Sea Mist, *******, *************) sent a bill in November 2023, but not in 2022, to my deceased mother for maintenance fees. I contacted both VRI Inventory Control and Sea Mist Resort several times to confirm that this account has been canceled. They have not responded to multiple attempts to contact them. I am sorry that I have to go through your agency to get any answer. (Unit ****, Week 35, Reservation *****, account *******Business response
11/16/2023
The account has been coded as "uncollectable" by VRI and invoices will no longer be sent. Between last year and this year, we had a major software system installed and I'm guessing that is why an invoice was generated. As this is a deeded property, we can not just remove her name from ownership, but we will not attempt to collect. The only way we can legally remove her name is if there is someone who can legally sign a deed to return to Sea Mist. There would be no charge, just would need a court document showing who is assigned those rights, and an original death certificate.
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