We rented a house for a two week vacation which was suppose to come with a boat (shown in their website photos) on property at back dock, etc
We were given a different house address and no boat that could be used from the house dock. We had asked about the water conditions, if there was any water conditions like red tide etc as we had to drive 1200 miles with five adopted special needs kids. We were not told anything about the Lake O water release that made the water disgusting brown and we were not able to swim or fish. With no boat we could not boat either. We told them this was unacceptable from day1 and they refused to give our money back and we are still fighting for some help here
We had additional issues. My son cut his leg on nails sticking up on a table on the back deck. The TV did not work in most rooms. There were no fire extinguishers as FL law requires and only one smoke detector. We raised these issues and the father/son came to the house. The son aggressively got in my husband Ed's face and threatened to "beat him up" and called him names. The boat in the photo is not at the house and they said we could get another one maybe if we paid more and drove 20 minutes on the other side of town. This is a breech of contract. They concealed all information about the water conditions saying they would have told us if they had knowledge. We sent them links to new reports which announced the issue in the area since early June 2013. They laughed in our faces and said "we don't read the papers or watch news" and refused to do anything whatsoever to help. This is an outrage. We are both teachers on a holiday with five special needs kids and our entire vacation was ruined because of MHB. We want a full refund asap. Please help us quickly.
Business' Initial Response
In response to the complaint received:
When the renter made the first inquiry in April of 2013 they did not mention nor asked about the water in our area and if red tide was present. We believe that it would be quite difficult to predict if it would arise during their stay. Although it is known to MHB that Lake Okeechobee releases water into our area every year, we are not informed by local government directly of the effects the waters will have, nor are we aware of a schedule when it will happen. We have made clear to the renter that it is beyond our control. The first time we heard the renter ask about the waters in the area was when they have already arrived at the rental home. The renter communicated this through email with us which we still hold copies of. Due to the renters complaint we have researched with the Lee County Health Department and FWC and came to the conclusion that although the water is stirred up in the area and certain marine life might be affected, that there is no harm for human beings to use the waters. Lee County Health Department has the testing posted on their website of which we have produced evidence to the renter. MHB is a rental agency for vacation rentals in Cape Coral and strives to give our customers a quality vacation rental home.
In regards to the boat rental:
The boat rental is a separate contract to the house. The situation is as follows.
The renter has inquired about a boat rental with us. We therefore contacted a third party for this rental. The finalization of the boat rental was made on August 1st 2013. When a boat is rented, the captain will check the home dock of the rental address to make sure it is safe to dock the boat at the address. Due to the finalization coming in 1 day prior to arrival, the captain had only a few hours to check on the home dock and its compatibility with the boat. After checking the home dock the captain has decided that the boat that was to be rented by the guest is not suitable for this dock and has offered the renters to use the boat from its home dock which was a 5 minute drive from the rental address of the tenant. The tenant refused the boat due to its size. The captain is willing to testify in this matter. He has offered them a slightly smaller boat which they have chosen not to take. We have received a request from the renter to cancel the boat and we have refunded the entire amount. Any and all accusations that say otherwise are totally false and MHB is willing and able to provide email evidence for this.
At the time that the renter has noticed that the water quality is not to his liking he had decided that he wants to leave the area. After informing us of his desire to leave we have informed the renter that leaving would result in loss of his rental payment as it is not a requirement for MHB to guarantee the water quality of our beaches and we have several times informed him that although we are aware of his concerns, that in no way it was predictable for MHB and it's employees to foresee the outcome of Lake Okeechobee water impact. We have also informed the tenant that water levels are within a safe range as per our research with the Lee County Health Department. Meanwhile the renter has made several phone calls to our office trying to bully our employees and treating MHB with the utmost disrespect. When MHB went to the rental of the above named tenant to discuss the matter he was searching for any possible reason to receive a full refund for the rental along with severe scare tactics and promises to make a big scene trying to intimidate any and all of our employees which have merely tried to address his issues. After the initial meeting MHB has contacted the actual Homeowner to discuss the options of a possible refund. The owner has strictly mentioned to MHB that he is willing to give the tenant a $500 refund. MHB set up a second meeting with the tenant explaining the offer. The tenant has declined the offer. It was explained to the renter that should he have any issues with the home itself that we could address these, but that the release of waters by Lake Okeechobee are not grounds enough to cancel the contract for the rental home. When informed of this the tenant became very loud with our employees and started to make a big scene in the front driveway of the rental address. The claim of an employee of ours threatening the renter are absolutely false and due to the odd behavior from this renter from the get go, MHB decided to tape all conversations made during the period of his accusations. In these recordings it will become very noticeable how mentally unstable this person has seemed. MHB and it's employees are shocked by this behavior as we have never encountered such a person before. The renter then started notifying MHB of faults in the home. When MHB tried to go to the home to check on the issues at hand, the renter has refused one of our employees to enter the home. Which resulted in MHB not being able to take care of the problems at hand. MHB has decided to always visit this renter with 2 employees to guarantee their safety and when he refused access to one employee, MHB decided that it was in our best interest not to enter this home as a single person. We understand that the renter has 5 special needs children, and we are appalled that the renter would leave these 5 special needs children alone and unattended in the home. At several of our visits to the house MHB has noticed that the kids were playing in the pool without attendance of any adult. When MHB rang the doorbell a child opened the door. We kindly asked for an adult to come to the door on which the child replied that there is no adult present. MHB immediately left the premises. This particular visit has also been recorded via tape recorder and proves the irresponsible behavior of this tenant. Never in 15 years of business has MHB encountered such a mentally abusive tenant. The fact that one of the children has hurt themselves at the property can only be described as gross negligence of the parent for leaving their children unattended in a place thats unfamiliar to them. MHB is considering informing the local authorities and the Department of Children and Families about this case of clear negligence. We feel very sorry that the children of this family have to go through this type of behavior and that a child has hurt themselves at one of our properties which we manage. Until today we have seen no proof of this child getting hurt and MHB has immediately remedied the issue.
We look forward to a reply in this matter and hope to solve this matter the correct way. An offer of discounting the rental has been on the table since August 7th 2013. We believe given the circumstances that this is a fair offer and want to make clear that MHB acts on behalf of each individual owner of our properties. While we are sorry about the unfortunate event of Lake Okeechobee dirtying the local beach waters, we remain strict on the issue that it is beyond our control and that the home that was rented was in perfect working order and up to standard and therefore within our contract agreement. The only issues that have risen was a non working TV and Internet which we have resolved within 24 hours of the complaint.