Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dec26-Jan.2 we rented OceanReef Villa 207.When it was time to go to bed. We discovered it was infested with BEDBUGS. We had left western N.C to escape chain saws and generators after being traumatized by ******. After the discovery we went to the manager she came to 207 informed us that they were full up with reservations. She said they had never had a problem before.We knew this was a blatant lie because BEDBUG p*** was all over the plastic covered mattress covers.we showed her the BEDBUG we put in a baggie. The denial was over and she offered us Villa 306 we said we need to inspect it first.After the inspection we went back to 206 ; started washing everything we brought for 5 people.Everything we couldnt wash went in the back of our Truck.out of respect to the owners of 306.Oh yeah did I mention the internet went out and both the Elevators.That was really hard on my back thats broke in 3 vertebra.The manager said we should get compensation she said she would get on it. Someone called to see if we wanted to move again and we said no we dont want to wash everything again.Manager says she will keep working on it.After we were home a ***. **** Great ocean condos called us again on Sunday the 5th. The *** kept trying to talk over us on speaker phone.I asked whats the bottom line on compensation.She said Ill call you back tomorrow well its January 15th and Not a word!

  Business Response

  Date: 01/21/2025

  Dear ***,
  Thank you for bringing your concerns to our attention. We deeply regret the distress and challenges you encountered during your Ocean Reef Villa 207 stay on December 26th.
  We understand how upsetting it must have been to discover bedbugs and to experience additional complications with the elevators and internet. Please know that we take such matters very seriously and have established protocols in place to assist our guests in resolving these situations promptly and effectively.
  As we discussed on the phone, the manager you contacted at Ocean Reef Villa is not an employee of Great Ocean Condos (GOC). Unfortunately, she authorized your relocation to Villa 306 without our approval, which led to a breakdown in communication and deviation from our standard protocol. *** has a specific procedure for handling reports of bedbugs, which includes coordinating professional inspections and assisting with laundering personal items. Had we been able to initiate our protocol from the beginning, these steps would have helped reduce your inconvenience and discomfort.
  While we do not manage Villa 306, we understand the onsite manager facilitated your relocation there. We sincerely apologize for any confusion or miscommunication this may have caused and recognize the additional frustration this added to an already difficult situation.
  Regarding your concerns about compensation, we acknowledge the delay in our follow-up communication and apologize for any inconvenience this caused. I appreciate the time you took to speak with me, and Im glad we were able to reach a mutual understanding and agreement that works for all parties involved.
  We value your feedback and remain committed to improving the experience for all our guests. If you have any additional questions, please dont hesitate to contact me directly.
  Thank you again for your patience and understanding as we worked toward resolving your concerns.
  Sincerely,
  ******* ******
  Great Ocean Condos

  Customer Answer

  Date: 01/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:06/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May ******** My family and I rented a condo from Great Ocean ****************************** June 10, 2024-June 14, 2024. The condo provided to zero communication upon our arrival that there would be no parking, as the assigned parking to our condo was blocked off for two full days due to maintenance. In addition, the condo with filthy--with crumbs throughout, wrappers and dust. In addition, it had an overwhelming toxic, chemical smell. On June 13, 2024-June 14, 2024 there was no power to our entire unit. This unit quickly became uninhabited, as the power remained off for over 24 hours. There was no A/C during the heat of a Florida summer day and night. In addition, we lost all our food in the refrigerator and freezer. As a family of four, two adults and two child--we paid for a dwelling that listed provided A/C. We paid and were not given what we paid for. My husband and I have reached out to receive a refund from this company for the days we did not receive what we paid for and were told this power outage was beyond their control. I understand this is beyond their control, but they should take responsibility for the situation, as we are paying customers who were not rendered what we paid for. We are now seeking a refund for two days (June 13, 2024 and June 14, 2024) and a reimbursement for our hotel stay on June 14, 2024--since we had to leave and seek shelter that was suitable for living. Our hotel stay was $187.06 and I will provide a copy of the receipt if needed. Thank you for your time.

  Business Response

  Date: 06/24/2024

  There was a citywide power outage in **************** that lasted 20 hours and affected ***** plus residents.  It was a horrible situation but one that was not created by the owner of the unit nor by Great Ocean.  It is stipulated in our rental agreement (number 6 on the attached document) that no refunds are issued due to situations beyond our control.  We are sorry that you were inconvenienced however so were thousands of others.