BBB Accredited Business sinceAdditional Locations
Phone: (760) 934-4242 View Additional Phone Numbers 587 Old Mammoth Road Ste 2, Mammoth Lakes, CA 93546
BBB Business Reviews may not be reproduced for sales or promotional purposes.
Request a Quote
A BBB Accredited Business since
BBB has determined that Mammoth Property Reservations meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that affect the rating for Mammoth Property Reservations include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 2 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. Brandon Ezra, CEO John Bledsoe, General Manager
Hotels - Reservations Vacation Rentals
Alternate Business NamesUSA Travel, LLC
587 Old Mammoth Road Ste 2
Mammoth Lakes, CA 93546 Directions
PO Box 408
Mammoth Lakes, CA 93546 (760) 934-4242 (888) 626-6684
What is a BBB Business Review?
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.
About BBB Business Review Content & Services:
Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.
Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Guarantee or Warranty
We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.
BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
What is BBB Advertising Review?
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
What government actions does BBB report on?
BBB reports on known government actions that are relevant to the business's marketplace dealings with the public.
BBB Reporting Policy
As a matter of policy, BBB does not endorse any product, service or business.
BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.
BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.
Additional Phone Numbers
- (888) 626-6684(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Read Complaint Details
Complaint: My credit card was charged a week after I checked out. The credit card charge was made without notice and was not authorized. Confirmation #: XXXXX Unit Number ****** Arrival Date: 14Apr14 Departure Date: 17Apr14 Total charges: $698.82 paid in full on 17 Mar 14. Additional (unauthorized) charge: $35.34 processed on 23 Apr 14. We checked out on 17 Apr 14, after an enjoyable week at the Mammoth Property Reservations unit. The unit was in order and there was no noticeable damage when we checked out. On 23 Apr 14, almost a week after we checked out, my credit card was charged for an additional $35.34 with no explanation. After calling the billing agent and later emailing the office directly, I was told on 24 Apr 14 by ***** ******* that she didn't have the paperwork on hand but that she was looking into it and that the charge was for the laundry of "soiled items." I responded that day via email stating that I dispute the charge, nothing was required to be laundered and that they did not have permission to charge my card. ***** responded again via email stating that she was still waiting for more info but that the items that were laundered were "pillow shams, 1 blamket, 3 comforters, and one bedspread." I again responded protesting these items because I know they weren't "soiled" beyond normal use and we only used 3 beds and one of those was only used one night. The items listed corresponded to all 5 beds. No futher info has since been provided. The agreements sent to me via email detailed the charges and what could be charged. The agreement also included a damage waiver fee of $39.00 which was also used for the laundering charge with the remaining part of the bill being charged to my card. Laundering of the listed items as a whole cannot reasonably be construed as "minor damage" caused by the tenant. The items themselves were not "soiled" at all and certainly not "damage" since since several items were not even used. These items were used in a normal and expected manner. This ought to be a disclosed, upfront laundering fee vice trying to call it damage and sneak it in. The agreement states when the card on file may be charged: "I understand all of the above and authorize the use of my credit card, on file with Mammoth Property Reservations, as set forth above." The agreement does not state anywhere that a laundering fee may be charged or even that damage not covered by the Damage Waiver will be charged to the card or charged at all - it simply is not "set forth above." Again, I did not authorize Mammoth Property Rentals to charge my card and I was given no notice or opportunity to dispute the charge. In fact, I had to contact them to find out why my card was charged. We enjoyed our stay and the unit. People have been polite but not very helpful with details. This is not about $35. Rather, this is about honesty, trust and an unauthorized charge to my credit card without no notice or opportunity to dispute.
Desired Settlement: I want a refund of the unauthorized charge to my credit card.
Business Response: Initial Business Response /* (1000, 5, 2014/05/01) */ Thank you for bringing this matter to our attention. We appreciate any and all feedback and are thankful for the opportunity of resolving this for you immediately. After reviewing your entry on FlipKey, I did respond to your request for help there, but am happy to do it here as well. This charge was an internal billing error that should never have been applied to the client. We have refunded this amount in dispute as of today, May 1st. We offer our sincerest apologies for any inconvenience this may have caused you. If you care to reach me, I am the Regional Manager, ******** ******* and can be reached at XXX-XXX-XXXX or ***@grandwelcome.com. Thank you and have a nice day. ******** ******* Regional Manager Initial Consumer Rebuttal /* (2000, 7, 2014/05/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate that this company was very polite and professional during this confusion.
Problems with Product/Service
Read Complaint Details
Complaint: I have made repeated phone calls to cancel my reservation. I do not receive any return phone calls from the company I am the owner of a property that is being handled (?) by this agency. There have been numerous issues with this company. I called on Dec 21st at 900 am, 1200pm, 200pm and again at 400pm. I also called at 900am on the 22nd. All I am trying to do is cancel my unpaid reservation so that someone else may rent it and both the company and myself can make a little income on it. I do not think that anyone should have to make this many phone calls and get no response back from the company
Desired Settlement: The cost of a lost rental due to their lack of professionalism or a termination of contract saying they are at fault
Business Response: Initial Business Response /* (1000, 5, 2013/12/23) */ Contact Name and Title: ******** ******* Reg Mngr Contact Phone: XXX-XXX-XXXX Contact Email: ***@grandwelcome.com Dearest *****, We regret any inconvenience that this may have caused you, but we have not heard from you. This is the first I have been made aware that you are having a problem. I believe this may simply be a case of your calling the wrong contact phone numbers for our company. Regional Manager ******** ****** 1-888-Mammoth XXX-XXX-XXXX ext. *** ***@grandwelcome.com General Manager ******* ****** 1-888-mammoth XXX-XXX-XXXX ext. *** *******@grandwelcome.com We will be attempting to contact you throughout the day and tomorrow to resolve this issue. We currently do not have any Owner reservations that need to be cancelled and have already booked you through Christmas and New Year's Eve, so no loss of income would be an issue. As I stated, I believe the contact information that you are trying to use is for an employee who no longer works for Mammoth Property Reservations. We will make every attempt to contact you to resolve this personally and to correct any issues that you may be having. Sincerely, ******** ******* Regional Manager Mammoth Property Reservations Ph: 1-888-mammoth ext. *** Local: XXX-XXX-XXXX ext. *** ***@grandwelcome.com Final Consumer Response /* (2000, 14, 2014/01/07) */ I spoke with one of the administrators at the main office. ******* assured me that changes were being made at the Mammoth Lakes office, including the termination of some employees and better follow-up to customers and owners. He was very upset when I told him how long it took to get a phone call returned. He has also promised to get me a nice weekend rental in order to make up for the lost income that was part of the complaint. Please remove this complaint from your system Final Business Response /* (4000, 8, 2013/12/23) */ This owner apparently left messages over the weekend, on Monday morning I receive a complaint that I am following up on. This ultimately is our busy season and we do have a high number of calls at a ski resort vacation rental company, so I am thinking 1) Either we haven't had time for a Manager to return her call by 8am Monday morning or 2) The owner may be contacting the wrong numbers. Either way, we will be making every attempt to reach this owner and resolve this issue in the next few hours. ******** ******* Regional Manager