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Consumer Complaints

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Terry's Vacation Villas, Inc.

Phone: (863) 424-1003Fax: (863) 424-1033

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)BBB Closure Definitions
11/14/2013Problems with Product / Service | Read Complaint Details
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Complaint
TVV is ignoring requests from me to refund monies held in their account which belongs to me.
On Monday 3rd June 2013 I received complaints from guests staying in my home about the condition of my swimming pool and the number of insects/termites in the property. I forwarded this message to TVV's office and asked them to investigate the situation. I had an immediate reply stating they would investigate the situation and get right back to me. I did not receive a response, on this day or the following day (this is very unusual for TVV). I again asked for an update on Wednesday the 5th June 2013, still no response. So, on Thursday 6th June 2013 I informed TVV that they were no longer the managing agent for my home in Calabay Parc, Davenport. I requested that the sum of $1425.86 held in their account on my behalf be transferred to my account. This sum is the total credit (owed to me) in TVV's statement of my account which appears on their invoice to me dated 3rd June 2013.I have since made further requests for the money to be returned to me giving TVV more time to make the refund, the final deadline being Friday 21st June. All requests have been ignored. Would you please arbitrate in this matter.
Thank you.

Desired Settlement
Payment of monies being withheld by TVV which belongs to me.

Business' Initial Response
We have not ingnored Mr. *****, our policy when somebody leaves our Management is 30-45 days from the date they leave. We have to get any vendors bills into the Accounting Department before any Accout can be finalized. We do not work on Mr. *****'s time limits.

We did respond to Mr. *****'s email on June 4th at 2:28 p.m. in which we do have a copy of the correspondence. We went to the house and found no bugs and the pool was checked every day after to make certain everything was good for the guest.

If you need anything else from us, please let us know.

Thank you.

***** ******

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
TVV responded to my original email after I informed them that the guests staying in the house had complained that the pool was dirty and that there were bugs in the property. Their response said that they would send someone out to check and get right back to me to let me know what they found. To date, I have heard nothing from them. I emailed twice more (I too have copies of the emails I sent)asking what they found but got no reply. Having had no response from them, on the 7th June I decided to change management companies.

If TVV work on the timescales they claim, why did they not contact me and inform me of their procedures? I emailed them whilst in Florida and visited their office, where I spoke to the pool guy. I informed him we were happy for ***** to call by and speak with us, but he did not come to see us nor did anyone from TVV email us and still have not. If they had contacted us with an update of their intended actions and protocols when someone leaves their management, we would not have needed to contact BBB.

***** *****.

Business' Final Response
We did go to the villa right away and check the pool which was not dirty. There were not any Termites at all at the villa.

Originally Mr. ***** had set-up an Appointment to Meet with me on Monday, May 10th. Then we received an email on May 6th stating they were Terminating our services immediately. We had been managing his villa since April 2004. We weren't given any notice or sign that this was going to be the outcome. We sent our email back and thought everything was fine. If there were issues, we would have heard from via telephone. Since we hadn't received a call, we figured everything was fine. Then the email was sent with no call so there wasn't anything to discuss.

***** ******

Consumer Response
From: ***** *****
Sent: Thursday, November 14, XXXX X:XX PM
To: Better Business Bureau
Subject: RE: BBB Complaint Case#********(Ref#XXX-XXXXXXXXX-XXXXXXXX-XX-XXXX)

Dear Ms *******

Thank you for your response regarding the Complaint Case listed above.

I am disappointed that you feel unable to assist me any further with the case listed above. However, as I consider the withholding of $1425.86 of MY money to be a theft, I intend to escalate this matter to the Polk County Police Office of Sheriff ***** ****. I will include all the correspondence that has passed ******* TVV (***** ******), BBB and myself.

I note that this is not the first complaint against TVV and ***** ****** and also that it is not the only one that has not been resolved to the complainants satisfaction.

I will give Mr ****** one last opportunity to repay my $1425.86 that he owes me after which I will make all of this public knowledge to our HoA community and to the local authorities that monitor and control businesses in Polk County.


Sincerely,
***** *****.

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Vacation Rentals

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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.

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