Recently stayed at a condo that was infested with flees. After treatment, there were still flees and they still rented it out to new tenants.
Dates 5/30/15-6/6/15 in 300 Ocean Mile Unit H-2 at St George Island Florida
Recently stayed in a condo rented out by Collins Vacation Rentals. Reported to them there were flees everywhere and that we had flee bites. They came and treated the condo and there were still flees that remained after treatment.
Called them back to notify them of this issue and they came back to recheck and did confirm that there were still flees. We also told them that we didn't want the next tenants having problems. We were told we would hear from a manager the next day. We waited 3 days and heard nothing.
Called to complain about the poor customer service and was told she never got the message. States she thought that everything was fine after they treated. Explained to the manager that the condo still had flees in it and that we still got bit. Explained to the manager that now we have to get our home treated due to some flees being brought back to our home. Apologized that she never go the message and about the incident. Explained to manager that we didn't want another family going through the same thing we did and she stated that she would have to call and check for any problems.
Overall, poor customer service and they knowingly rented out the condo with the flee issue to other tenants.
An apology at this point was not enough after getting flee bites everywhere.
There was no offer for any compensation for the day we had to be out of the unit or another place to stay.
Offered us a discount for the next stay and we explained that we would not be renting through their company again.
Seeking some kind of compensation.
Contact Name and Title: ***** *******, General Ma
Contact Phone: (XXX) XXX-XXXX
Contact Email: ********@cvrsgi.com
As the General Manager, I have reviewed the complaint against Collins vacation Rentals, Inc. from the guest who stayed in one of our pet friendly vacation town homes (May 30-June 6, 2014). On June 4th we received a call from the guest stating that there were fleas in the unit. The guest was told that our maintenance tech would come spray the fleas; however, the guests must vacate the property for 4 hours. The guest declined. Later in the day, when our Customer Service Manager talked with the guest, she agreed that the unit could be sprayed early the next morning. This was done, and a cleaning team followed after 4 hours to wipe down and clean the surfaces. Later in the afternoon, the guest called again to report fleas still in the unit. Our Manager of Inspectors, the Owner Liaison, and a Front Desk employee visited the property to meet with the guest. They did find a few fleas still alive, though appearing weakened by the spray. The office representatives left the guests feeling that they were satisfied with the way this was handled. The guests were told that they would hear from the Customer Service Manager the following day. Unfortunately, this call was not made for several days, due the high number of guests arrivals and short staffing, which required the Manager's presence and assistance. I have spoken with this manager and have reminded her of the importance of follow-through with timely response to unhappy guests. It should be noted that the unit was sprayed again following the guests' departure and then cleaned prior to the arrival of the next guests. There was no further complaint of fleas by the next guests, nor those following. We have reviewed our Pet Policies, and we will encourage our guests who are bringing pets to treat them for fleas. There is no guarantee with this, however, since fleas may be present in the grounds surrounding a property or in the sand.
(The consumer indicated he/she DID NOT accept the response from the business.)
There was no offer that was declined in the beginning. The original call was to inform the company of the problem and they thanked me for the call. It was a few hours later that we got the call from the Customer Service representative with the offer to spray while we vacate the property for 4 hours. We were told they would come and spray and clean prior to us returning to the unit. The unit was sprayed and it did appear the carpet was vacuumed but none of the towels were replaced, which we were told would be and the counters were not cleaned off. The counters and other surfaces still had our things on them. The rental company was then notified that there were still fleas in the unit and they reported they would return to the unit to check. They checked a full minute and noticed "few" fleas indeed but there were actually more than a "few." We continued to see fleas on our legs and clothes the following day and continued to get bit by fleas. We were told there would be staff in the office at 830 on our day of departure to turn the keys and receipt in for our "lunch compensation" and there was no one there the next morning. It was until a few days later when we contacted the rental company regarding no return phone call and they stated they never found a receipt (that was left with the key in the return box). We are glad that no one else experienced flea issues with their stay, we just wish our visit was handled better during our stay.
Final Business Response
Collins Vacation Rentals, Inc. issued a refund to the customer's credit card in the amount of $150, on June 9, 2015. This was a reimbursement for their lunch which they had while waiting for time to return to their unit. The Customer's complaint to the Better Business Bureau was not received by our company until June 26, 2015 due to the incorrect email address being used. Our company issued its response on June 27, 2015. We do understand that the guest was not satisfied that the flea treatment had worked because there were still fleas in evidence following the treatment. Our company apologizes to the guests that their towels were not replaced, as well as that they were not told to remove all items from counter tops so they could be treated and then wiped down. Administration has reminded Housekeeping, Maintenance and Customer Service to remind the guests of these actions. All surfaces are to be wiped down, and all towel are to be replaced. Collins Vacation Rentals, Inc. will refund the guest $250, the equivalent of one day's rental rate. It will be credited to the guest's credit card on which the final balance had been charged within the next five days. Today is July 16, 2015.
Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)