Complaint Failed to provide requested repairs in a timely manner. Purchased a vacation rental home for 6/15/2013 to 6/22/2013 Paid $650 via paypal. Vacation home was not as described. Central air and pool/spa were not in working order. Requested several times that someone fix the air and pool and it took over 3 days for this company to do so.Requested to be moved to a similar vacation home with working amenities and was denied.On 6/20/2013 the house was vandalized while we were in the unit. Requested to be moved again as I feared for the safety of my famiy and was denied. I feel this company failed to provide necessary amenities and failed to provide what was advertised.
Desired Settlement As I was unable to fully use the house I am seeking a full refund. Owner did provide a small refund of $150.00 I am seeking a full refund.
Business' Initial Response Guest called just after midnight on 6/17 the home was warm, but a/c was running. At 10:00am 6/17 next morning staff personal found a/c unit set in the mid 60's and frozen. He defrosted unit and confirmed it was working. Guest at 8:30pm that night called the home was again feeling warm. The next morning of 6/18 an A/C contractor went to the home and replaced a TXV part in the unit. Guest was updated that day of the repair.
Pool equipment was working correctly, however guest failed to put the pool heater back to pool from spa mode. There are instructions posted in the home. Our staff did go to the home and show the guest how to work it spa controls.
On the night of the 20th the guest reported someone threw some eggs at the home. We cleaned up the eggs and found no sign that any other home had been hit by eggs.
We did explain to the guest we could not move them to another property mainly because the air conditioner operated the entire time and was serviced just over 24 hours of them informing us of the problem. The pool heater was accidental user error and we showed them how to use it.
The guest rented the home directly through the home owner, who was informed of the air conditioning troubles through out the repair and the guest was compensated for their troubles.
Consumer's Final Response (The consumer indicated he/she ACCEPTED the response from the business.)
Business' Final Response We have stated the facts regarding the air conditioning being repaired and the error with the spa controls as we know them. The guest rented the home directly from the individual property owner and paid them directly. We did speak with the property owner that the guest rented from and they did compensate the guest for the trouble with the air conditioning.
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