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A BBB Accredited Business since

BBB has determined that TurnKey Vacation Rentals 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 16 factors. Get the details about the factors considered.

Factors that lowered the rating for TurnKey Vacation Rentals include:

  • Length of time business has been operating

Factors that raised the rating for TurnKey Vacation Rentals include:

  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 0
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on TurnKey Vacation Rentals
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: October 14, 2013 Business started: 07/01/2012 in TX Business started locally: 07/01/2012 Business incorporated: 10/22/2012 in DE
Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. John Banczak, Chairman Mr. T.J. Clark, CEO Ms. Beverly Gilbreath, Office Manager
Contact Information
Principal: Mr. John Banczak, Chairman
Principal: Mr. T.J. Clark, CEO
Business Category

Vacation Rentals Property Management

Alternate Business Names
TurnKey Vacation Rentals LLC

Additional Locations

  • 1900 State Highway 361

    Port Aransas, TX 78373 (361) 749-7635 (800) 656-5692

  • 3006 Bee Caves Rd Ste D310

    Austin, TX 78746 (888) 512-0498 (512) 270-7690

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Additional Phone Numbers

  • (512) 270-7690(Phone)
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Complaint Detail(s)

12/9/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Let me start by saying that I’ve never given a bad review. However, my unfortunate experience with Turnkey Vacation Rentals in Austin, Tx (http://www.turnkeyvr.com/) was worth sharing. My wife and I used TurnKey Vacation Rentals (http://www.turnkeyvr.com/) to find an Austin rental property for the weekend. We were impressed with the website. It appeared that the houses they were renting were clean and represented accurately. Upon arriving with our 4 kids and unloading the luggage, we headed out to shop for groceries, grab dinner, and enjoy Austin. We returned later that evening, and after unpacking and getting all the kids in bed, my exhausted wife and I headed to bed at about midnight. When my wife pulled back the sheets to climb into bed, she noticed that the sheets had not been washed. Worse, there were blood and mascara mixed with pubic hair throughout the bed. We immediately called Turnkey and left messages informing them that the sheets had not been washed and that we’d be calling the next day. That night, we didn’t get much sleep due to the fact that we had to share the only non-twin bed with our child. The next morning, a Turnkey representative called to apologize, saying they thought the place had been cleaned and they were sending over new sheets. We told Turnkey at that time that we were too grossed out from the experience and wanted to move to a different place. Although we gave Turnkey Vacation Rentals the opportunity to relocate us to another Turnkey Austin Rental property, the only two options available were not comparable properties in terms of location and size. We then told them that we wanted a refund and would find another place to stay. We contacted **************** and within two hours, we checked into a beautiful home with pristine, fresh sheets. Although Turnkey’s initial position was that they were willing give us a refund for only one night, they later called back and agreed to refund the entire amount because they did not want us to have a negative impression of the company. When I received my credit card statement this week, I realized that they had issued a refund for only one night. Thinking this was surely a mistake, I called to let them know. I spoke with *******, a Turnkey account manager. She informed me that their policy requires a 30-day cancellation. I explained to her that the Turnkey website also promises clean properties with sheets free of hair and body fluid stains, and that after discovering that in our bed, we were not comfortable staying there. Unapologetically, ******* said she was sorry for the miscommunication. After repeated attempts to speak with the owner and or manager of Turnkey Vacation Rentals I received an email from *** *******, ******** ** ********** for TurnKey Vacation Rentals who said, “Please note that at no time did we state you would be getting a full refund on your stay at this property.” I asked *** ******* to please reconsider and refund the entire amount and have yet to hear back from them.

Desired Settlement: Refund of the remaining balance on my credit card which is $713.35

Business Response:
Thank you for giving us some feedback ***.  We are sorry that you did not
enjoy the stay.  We are surprised to see your negative reviews though.
 Unfortunately there are several inaccuracies.  In your communication to us, you
had primarily mentioned that you were unhappy there was only one bathroom along
with a couple of other small items.  The home was advertised as only having one
bathroom and the photographs depicted that when you made your booking.  You had
mentioned that you were not the person who made the booking, so you were unaware
of this, but that is clearly something beyond our control.  
 
In your communication to us about the sheets to us you mentioned one small
stain.  You did not mention anything else.  We take guest issues seriously and
immediately came to deliver new sheets to replace the ones you complained about,
however we were surprised to find that your child was the only one present and
at the home alone, and that you had locked the bedroom door so we had no way to
look at the sheets or replace them.  
 
Later that day you again mentioned the disappointment that the home had one
bathroom and there were other things like "too few outlets", which is typical of
older, centrally-located downtown Austin homes so close to everything Austin.
 We've had several other folks stay at the property and have never had issues
with it, in fact it is a very popular rental for us.  We also do not understand the complaints
about the photos which were taken by a local professional photography firm only
a week prior.  The photos were recent and accurately depict the
home.
 
At that point later
in the day you informed us on your decision to vacate the property for the
remainder of your reservation.  We informed you that we would offer you a refund
of one night since you were unsatisfied with the property, not something that we
typically do.  We sent that to you in writing, and your replied in writing
thanking us.  At no time did anyone at TurnKey offer a full refund, nor
would it have been fair to the owners who have had a track record of happy
renters and held this space for you on a busy weekend.  We brought you new
sheets as soon as we heard you were unhappy with them and did everything we
could to enable you to have a good stay for the remaining nights of your
reservation.

Consumer Response: Complaint: *******

I am rejecting this response because:

Thanks for your response.  Given your company’s egregious behavior, it’s hard for me to understand why you are surprised that we have given you a negative review.  First, let
me reiterate that I have never written a negative review.  Contrary to what you say in your response, there are no inaccuracies in my online reviews of your company or in this complaint with the BBB. 

I am a longtime business owner and have built several national service businesses listed on the Inc. 500 list of fastest growing privately held companies.   Putting profits before customers is not only shortsighted, but it’s a horrible way to run a company. Companies that refuse to accept responsibility for their missteps and/or treat their customers poorly
do not stay in business.

Your response is inaccurate and contains many false statements.

Our dissatisfaction with Turnkey Vacation Rentals has nothing to do with the home having one bathroom, nor was it the basis for our refund.  The negative reviews and this subsequent complaint with the BBB was solely based on the fact that the home we rented from Turnkey was not clean.  Surely Turnkey intends to offer clean rentals with bed sheets that are free of hair and body fluid stains.  As I mentioned, when my wife pulled back the sheets to climb into bed, she noticed that the sheets had not been washed. Worse, there were blood and mascara mixed with pubic hair throughout the bed.

No one said there was “one small stain”.  In fact, we sent pictures of the stains, which were all over the bed sheets. 

You are also being untruthful about your “immediate response.” The sheets arrived the following day, after we’d had to sleep that night 3 to a bed. 

Your claim that we “locked” the bedroom door is also false.  As you know, the bedroom you are talking about is the garage that was converted into a bedroom.  That was the room that contained the bed with the stained sheets.  Not surprisingly, we never slept in that room.  Additionally, the sheets were not locked in that room but rather were in the main house bathroom.  The person that dropped off the sheets did not look in the bathroom but rather dropped the sheets off with our son. 

As my wife told you when she called, we were willing to move to another Turnkey property but the only two properties that Turnkey offered would not accommodate our family, nor was the location comparable.  Why would your staff offer to relocate us if the situation wasn’t inexcusable?  The truth is that you knew the situation was deplorable and tried to offer a remedy by sending us to another Turnkey property. When we declined and chose a property rented through a competitor, you reversed your position.

I also respectfully disagree that it would be “unfair to offer a full refund”.  Refunding the entire amount I the only fair thing to do considering your company’s failure to provide a bed that was free from pubic hair, mascara and blood stains.   Seeing this was a horrible experience only to be made worse by how you have handled our request for a refund.

 
To recap:  Upon arriving with our 4 kids and unloading the luggage, we headed out to shop for groceries, grab dinner, and enjoy Austin.  We returned later that evening, and after
unpacking and getting all the kids in bed, my exhausted wife and I headed to bed at about midnight.   When my wife pulled back the sheets to climb into bed, she noticed that the sheets had not been washed.  Worse, there were blood and mascara mixed with pubic hair throughout the bed. 

We immediately called Turnkey and left messages informing them that the sheets had not been washed and that we’d be calling the next day.   That night, we didn’t get much sleep due to the fact that we had to share the only non-twin bed with our child.  The next morning, a Turnkey representative called to apologize, saying they thought the place had been cleaned and they were sending over new sheets.   We told Turnkey at that time that we were too grossed out from the experience and wanted to move to a different place.  

Although we gave Turnkey Vacation Rentals the opportunity to relocate us to another Turnkey Austin Rental property, the only two options available were not comparable
properties in terms of location and size.  We then told them that we wanted a refund and would find another place to stay.   We contacted **************** and within two
hours, we checked into a beautiful home with pristine, fresh sheets.  
 
Although your initial position was that they Turnkey was willing give us a refund for only one night, your office called back and agreed to refund the entire amount because they did not want us to have a negative impression of the company.
 
When I received my credit card statement this week, I realized that they had issued a refund for only one night.   Thinking this was surely a mistake, I called to let them know.  I spoke with ******* Varner, a Turnkey account manager.   She informed me that their policy requires a 30-day cancellation.  I explained to her that the Turnkey website also promises clean properties with sheets free of hair and body fluid stains, and that after discovering that in our bed, we were not comfortable staying at that home.  


We respectfully ask you to reconsider and refund the remaining $713.35 immediately.

Regards,

*** ********

Business Response: I'm sorry ***, we disagree with your side of the story.  We do not believe your version of this situation to be correct.  We stand by the written communication we have with you regarding the one-night refund we offered you that you replied to and thanked us for.

Consumer Response: Complaint: *******

I am rejecting this response because:

The business charged my credit card even after i left the property because of horrible product and service.  The home they rented us was unclean.  The bed had extensive pubic hair, body fluids and blood stains.  We called and they did not show up until the following day after the damage was done.  This was a horrible customers experience and I demand a full-refund.

Regards,

*** ********

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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