ComplaintsforRiver City Group, Inc.

• Initial Complaint

  07/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am sending this letter to request a response from you regarding my families experience with Oregon Beach Vacations. We rented the Montage at ********* and ended up needing to be moved to the ***************. We experienced the following issues at the Montage in *********, reservation # ******, from July 11-July 14th. 1) the home was not thoroughly clean 2) There was no heat/functioning thermostat and no way to regulate temperature in the home.3) There was no hot water- we could not shower or wash dishes or clothing.4) someone finally fixed the hot water heater and then the pipes broke.5) we had to call the fire department to turn off the water.6) the house began to smell awful with odors of mold and mildew after the pipes broke.7) we had to move locations on our forth day of vacation.8) the company moved us to a home in *******, which did not have as many beds or direct beach access but at least theres hot water.9) we spent countless hours on the phone trying to get help and fix the problem or move to a new place.Our vacation was greatly disturbed. My mother is elderly, experiences chronic pain, and had spent a lot of money to bring her daughter (my sister) and three children from ******* to have this family vacation. My sister has a child with autism. Stress of moving and changing situations is challenging for him and causes even more disruption for everyone. The situation caused immense stress for our family and we feel we should be compensated for four days of ruined vacation- the original cost was $3500 and we think we should receive at least $2000k in compensation for this disastrous situation-4 Days of ruined vacation. We should at the very least receive a compensation of several hundred per day of our time at the Montage and the extra moving/driving, etc.

  Business response

  08/01/2024

  At the time of the reservation we were unaware that the hot water was not working at this home.  Since we did not have anywhere to relocate the guest to that would accommodate the number of people in their group we offered to give them full access to "The Cottage at *********" which is on the same property to have access to hot water, we also relocated them the following day to a nicer home with a hot tub in the heart of *** Beach in ********  This was after they decided they did not want to leave with a refund for the unused nights.  When our manager ***************************** spoke with them about their options they were strongly against trying to find a hotel due to the busy weekend and we provided them with a very late checkout on their last day to accommodate their travel plans due to the unforeseen issue with the hot water.  We were able to get a vendor to The Montage on Monday July 22nd and the thermostat for the water tank had melted, this is not something we would have been able to fix in house with our maintenance staff.  I have attached the invoice from the vendor.  Again, the guests chose which resolution was best for them at the time; leave with a refund for unused nights or use The Cottage hot water and move to *************** the next day.  They chose to move. 

  Customer response

  08/01/2024

   
  Complaint: 22057486
  
  I am rejecting this response because:

  We were never provided an option to receive a refund for our unused rights or for the time that were in the Montage without hot water. 
  First of all, it took many calls and messages to customer service until  they sent anyone help resolve the water issue. Once the water was supposedly fixed, the pipes broke and we had to call the fire department to shut off the water. We immediately wanted a refund. However, The only options *************************** said she was allowed to provide us on Saturday the 13th, were the use of the small cottage next door for the shower, a move to two places- split the family for more room, or a move to another house on Sunday. I asked if we could receive a refund and she said, she did not have the authority to issue any compensation for our troubles but was certain that management would call us on the Sunday the 14th or Monday the 15th to discuss the issues and compensation. We chose to move on Sunday because we had several children and my elderly mother to pack up and splitting the family into two spaces seemed terrible. We were told *****, the manager, would definitely call us because it was a serious issue. Again, we were never provided the option to receive any refund. We would have gladly taken a refund instead of moving to another location. We did Not ever receive any emails or calls from the manager even after I emailed her work email. ****** was helpful but only provided lodging alternatives- this was after three days of being in a house with no water, no heat. We want a refund for three days of time spent dealing with the issue and a fourth day of having to move. Calling the fire department due to leaking pipes was an egregious issue for a holiday. Please take this seriously and refund us the money were are owed for your negligence. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  During a visit to the rental property operated by Oregon Beach Vacations located at *****************************************, we reported to the management company upon arrival to the property on Friday May 10 that the garage door operator was non-functioning. We were able to open it manually but unable to lock it. We were told by Oregon Beach Vacations that this was not an emergency that that they would not be responding to fix the garage door. We were concerned both because of the safety of a non functioning garage door and we did not want to be responsible for the owners property that was in the garage that could not lock The following day, I (***********************) went to close the garage door. The garage door continued to be non-functioning and the entire weight of the door pressed onto my fingers because the garage door does not have any handles. The excruciating pain did not subside for many hours despite ice and pain medicine. Now, 9 days after the injury, I cannot feel the tip of my finger and I am still in a great deal of pain.We called Oregon Beach Vacation on May 11 to report the injury that occurred that day. We were told someone would get back to us that day. No one from Oregon Beach Vacations called. We called on Monday May 13 and were told to send an email detailing the injury. My husband *********************** did this on May 13. Still no response. We called on Tuesday May 14 and did not receive a call back. We called on Thursday May 16 and did not receive a call back. We called on Saturday May 18 and did not receive a call back and I have called today Monday May 20 and have not yet heard from the company.We would like a full refund for the stay -reservation number ******. We would like to file a claim with the home owner's insurance as well.It is unfortunate that Oregon Beach Vacations refuses to speak with us directly. Thank you for your help in settling this matter.

  Business response

  05/22/2024

  On 5/10/24 the guests called to "wanted to note these items as garage door remote wasn't working they are unable to lock the garage but can use it manually and go out the door."   Since this general manager, ***************************, has been separated from Oregon Beach Vacations.  On 5/13/24 at 2:00 pm a customer support letter was sent to ******************* to come up with an agreement on compensation however they have not returned the document to our Guest Experience Team.  Though there are no handles on the garage door it is not necessary to pull the garage door down to the full ground to close it.  There is also additional parking on the driveway and overflow parking lot available for guests to use for their vehicles.  At no point was it required for them to place their vehicle in the garage and risk the injury.   Our rental agreement states in 33 Disclaimers; No Warranties. "TO THE FULLEST EXTENT PERMITTED BY LAW, IN NO EVENT WILL ANY COMPANY PARTY BE LIABLE TO YOU OR YOUR INVITEES FOR ANY DAMAGES FOR PERSONAL OR BODILY INJURY OR EMOTIONAL DISTRESS, ARISING OUT OF OR RELATING TO YOUR ACCESS TO OR USE OF, OR YOUR INABILITY TO ACCESS OR USE, THE ON-SITE SERVICES, AMENITIES OR PROPERTY WHETHER BASED ON WARRANTY, CONTRACT, TORT (INCLUDING NEGLIGENCE), STATUTE, OR ANY OTHER LEGAL THEORY, AND WHETHER OR NOT ANY SONDER ENTITY HAS BEEN INFORMED OF THE POSSIBILITY OF DAMAGE. ANY USE OF THE PROPERTY, ON-SITE SERVICES, AND/OR AMENITIES IS AT YOUR AND YOUR INVITEES OWN RISK AND YOU AND YOUR INVITEES RELEASE, DISCHARGE, AND COVENANT NOT TO *** ANY SONDER ENTITIES IN" 

  Customer response

  05/23/2024

   
  Complaint: 21736352
  
  I am rejecting this response because:

  My husband **** did send an email response to Oregon Beach Vacations regarding the injury. Never once has anyone from the company reached out to us personally- we have only received auto-generated emails.  I have attached the auto-generated email from Oregon Beach Vacations and ****'s response. We have never received either a personal email or a phone call from the company since the injury.

  We would like a full refund from our stay in ************. This has not been offered from Oregon Beach Vacations and we would like to see the refund as soon as possible.
  
  Sincerely,
  
  *********************** and ***********************

• Initial Complaint

  02/09/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  They were our property management company. We ended our contract with them and they kept $400. They were suppose to deposit the money end of tract. They have not. They arent answering messages or replying with an answer as to why and when it will be deposited.

• Initial Complaint

  07/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a reservation with Oregon Beach Vacations that I had made through VRBO on June 2. I made two payments to Oregon Beach Vacations for a total of $2301.85. After these charges were made to my credit card, I cancelled the reservation on June 27, well before the cancellation deadline. I received email cancellation confirmations for each of the two payments I made (see the first two attachments). I still have not received a refund to my credit card account, even though the confirmations state that refunding will take place within 14 business days of the cancellation.I called Oregon Beach Vacations on June 14 and June 18. The representative that I talked to on the 14th (*******) told me that he would have "********", who's apparently a manager, call me back on the 16th. ******** never called me, and she was not available when I tried to call her. I called on the 18th, and talked to *****, who told me that the refund had just been processed the day before, and that I should receive it no later than July 26th. ***** sent me the enclosed "Payment Receipt" emails and attachments. These documents do not mention anything about refunds, and I have no faith that they're going to result in a refund. The documents are not even from Oregon Beach Vacations, but from a different company. My money has been tied up for way too long, and I demand a refund. I can't continue to just get flimsy documentation that has no refund action behind it, and meaningless promises from company representatives.

  Business response

  08/04/2023

  Hi *******. Thank you for your patience as we looked into your reservation details. We verified with our management team that two separate refunds were issued back to your credit card on 7/17/2023 - $1150.92 & $1150.93. It can take several business days for credits to post on your account. Please let us know if you are not seeing these posted credits. Again, we are sorry for this inconvenience, and have shared your comments with our local team, as we are always striving to improve on behalf of our valued guests. Thank you. 

  Customer response

  08/04/2023

   
  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,
  
  *******************************

*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. ↩