DO NOT RENT! I stayed 01/17-24/2015 with 13 people (2 babies) at the *** ********* house. There were numerous issues, problems and broken furniture!
Below is a copy of a letter I sent to this company (I have removed various verbage, and added information for this complaint): Note: I have yet to receive a response, but just sent this email yesterday,1/30/2015.
I am beyond disgusted! You cashed my deposit check ($1,000, dated 11/4/2014) causing me to have no funds and bounce checks! This is beyond wrong! We didn't cause any damage,things were already broken, we noticed after the fact! This should NEVER occur, EVER in a rental! You gave me NO notice or explanation! I have rented numerous houses and condos in the past and never had any issues! Trust me I will NEVER rent anything from your company and WILL be sure all my friends and family are aware of your disturbing practices and they will all post very negative reviews on this property and your company! Again, you should be ashamed!!
Your practice of this nature is so wrong on so many levels! Especially, since there were so many issues and things not of acceptable condition!
The first night we were their, my niece's chair collapsed with her sitting in it! She barely weighs a 100 lbs. There are at least 10 witnesses to this! You should owe me money! For what you rent this place for ($2100+ for the week, non-peak season) there is NO excuse for anything to be of deplorable condition!! First, your lucky she wasn't injured!! I hope it doesn't come to this, but you will lose should it be necessary to legally pursue this! That is not a threat, but reality. I will not be taken advantage of for things that shouldn't be broken and very poor shape to begin with! I would be ashamed to rent this house with as many things that were hardly up to par, and not even close to what was expected! Did we expect a chair to break with someone sitting in it? No! I wouldn't expect any chair to collapse, ESPECIALLY A RENTAL! Or a table leg to fall off when simply moving it? Or,you possibly mis-advertised how many people this house will sleep.
The two pullout sofas were useless! The sofas were beyond worn out. Again, I would be embarrased to rent out this place! We were hardly your college type frat boys! 2 people in our party slept on the floor because the pullout sagged, was terribly uncomfortable and completely worn out.
The table, was broken before we even got there. We simply moved the table so I could get around easier (I have a walker) and the front left leg, which was previously broken and repaired, just basically fell off and disintegrated! I have pictures of this! Pathetic! My son, who is 22 years old, said it looked as if termites ate it since it disintegrated. Again, we have plenty of witnesses (and pictures) that this table was previously broken and subsequently repaired!
There is a fish or something on the wall near the front door which had previously been broken as evidenced from a band aid or something on it (somebody told me something like that, but was already broken!).
The hot tub was disgusting, old and looked like a dog ate the cover. 2 of the beds in the bedrooms were awful. Plenty of people complained of this, said their backs hurt, etc. Again, you should be ashamed!
Reverse this immediately or we have will have serious issues here. I don't think a court of law would view your practices, safety issues and a rental with various things of unacceptable conditions as very favorable to a consumer!
I almost stopped payment on that check, should have! Especially, with many things in poor condition! In the past, anyplace I have rented I received a deposit check back in the mail. I assumed if you had any issues a common courtesy of a phone call or any type of communications would have been nice before depositing this check! I assumed you would notify me of something! Bottom line, I feel your company is practicing deceitful and false advertising, if nothing else, it is clear that your rental was not safe! I was obviously wrong that your company has integrity! Thanks for causing me a major hassle!
A refund is demanded, given the problems and issues we encountered. $3,100. My $1,000 deposit check you cashed, without an explanation, plus $2,100 for the weekly rental.
Mr. ***** originally booked the property in September of 2014. Prior to charging his credit card he was given a rental agreement which he signed and dated. Within the rental agreement, welcome package and multiple signs within the property it states that if there are any maintenance problems or any item that needs attention we are to be notified immediately. As soon as we are notified we will send out a technician that will take care of any issue that our guest may have. Unfortunately we did not receive any call, email or maintenance request during Mr. *****'s stay. If we had receive any type of notice we would of immediately taken care of the issue.
Mr. ***** and his group checked out of our home on January 24, 2015. Our housekeepers entered the property shortly after, upon entering the property there was a very strong odor of cigarette smoke throughout the whole property. The home was left in chaos, the trash had not been taken out, there was multiple beer cans and cigarette debris. Within the contract that Mr. ***** signed it states that there is absolutely no smoking allowed.
At that time we cashed Mr. *****'s damage deposit. On February 2, 2014 we received multiple emails from Mr. *****. In one of those emails he explained the problems he had at our property, that was the first time we were notified of any issue. Along with that email we also received multiple threatening emails, at that time we asked Mr. ***** to have his lawyer contact us directly.
The extra cleaning was a total of $242.00, upon his approval we will refund Mr. ***** the difference which is a total of $758.00
(The consumer indicated he/she ACCEPTED the response from the business.)
I am accepting their response because I seriously need the money. I don't feel like I have much of a choice. They were completely aware of my financial situation (not at the time, but after) and could have refunded the difference, but didn't. I feel I have been manipulated and taken advantage of.
This company deposited my $1,000 check (around January 26, 2015) which caused me, then, now and at least the next two months, undue hardship. I am on a fixed income. My bank account was seriously overdrawn for a week, causing me to bounce numerous checks and incur substantial returned check charges (they were aware of this fact). They didn't create an invoice until a week after the fact and after I demanded a refund (approximately 8 days after this check was deposited). Taken advantage of?
I wasn't even aware of an amount or a reason why this check was deposited, until this invoice was created. No explanation was given for approximately 10 days after check out (and only after I noticed my bank account was seriously overdrawn). I assumed they deposited this check for actual damage. I wasn't aware of why for approximately 10 days!
Many previous guests complained of similar problems/issues at the property and company (numerous reviews), but they weren't aware of these issues?
Also, the cleaning costs or smoke smell costs were never disclosed. Please note: they supplied 2 ashtrays, one on each outside table (they have never acknowledged or addressed this), yet the property (outside too) has a no smoking policy? Sounds like deception to me. Basically, they can charge whatever they want. Invoice number 001? That alone raises red flags (I know, I was a financial controller for 20 years). This invoice was dated February 3, 2015 (again, 10 days after check out).
My major issue is, and always will be the manner of which they handled this.
Regardless of their company policy, contract, etc, I question their integrity and business practices. There are way too many red flags.
Final Consumer Response
This response was taken verbally by the BBB: I accept and you may close this case.
Final Business Response
This response was taken verbally by the BBB: We will refund our customer the $758 to the card we have on file.