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A BBB Accredited Business since
BBB has determined that Second Home 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 13 factors. Get the details about the factors considered.
Factors that raised the rating for Second Home Vacation Rentals include:
- Length of time business has been operating
- 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
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
Type of Entity
Limited Liability Company (LLC)
Business ManagementMs. Susan Bigham, Owner
Alternate Business NamesSecond Home Second Chance Real Estate & Property Mgmt LLC
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
29 S Main St
Alma, CO 80420 (719) 836-7039 (720) 371-2763 (719) 836-0124 Directions
PO Box 426
Alma, CO 80420
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BBB Complaint Process
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BBB Reporting Policy
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Additional Phone Numbers
- (720) 371-2763(Phone)
- (719) 836-0124(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Problems with Product/Service
Read Complaint Details
Complaint: We rented a home called *** *** and have been repeat customers for SHSC. We stayed at *** *** for the weekend of 3/21. On our second night, the heat stopped working. We tried to start a fire, but the instructions for the wood pellet heater were not accurate. Furthermore the hot tub malfunctioned and would not stay on. I notified ***** and she offered a refund for the night. I let her know we would bundle up and power through; we had 3 kids and a dog and that I would and that, if it got too cold, we would call. Moving would have been tough. It was 50 degrees when we woke up and we scooted out for our trip home. ***** promised us, in writing, a discount on this or any other home we wanted to rent in the future. Less than 3 weeks later, I contacted her about renting another home. She reneged on her commitment. She claimed that nothing was wrong when she got there. She claimed she could only offer a discount on that same house. She claimed no one else had ever had a problem. She claimed that she could only offer a discount on the same house. I'm not a nitpicker, but it's also worth mentioning that the house was pretty dirty when we arrived. The cleaning fee is not cheap and so I think it's fair to expect that it will be clean when a new guest arrives.
Desired Settlement: I would like to be refunded the $250 for that night, plus the taxes and credit card fees for that charge.
The customer called in the evening and I offered to move him if the heat was not working. He did not want to move so I walked him through getting the pellet stove going which he said was working as we were on the phone. I told him if there was a problem with the heater that I would give him a refund for the night. When the maid arrived right after his arrival the next morning, the temp on the thermostat was on 70 degrees and it was so hot that she had to turn it down before cleaning the home (email from the maid is attached). The pellet stove had been used as well and was still warm. I sent Him an email explaining that the pellet stove will warm up the house so warm that the heater will not kick on because the room where the thermostat is would not be cold enough. The homeowner was there 2 days prior this rental and had absolutely no problems and the renter after him had absolutely no problems.
Business Response: The offer made to give the renter $250 was based on the fact that he said the heater did not work. We know that it did and it was in fact because they had the pellet stove on. We have offered the free night at *** *** and are still willing to give him that but that it our last and only offer. If you refer to the text he himself said the house was much warmer than 50 degrees. He elected not to move and there was nothing wrong with the heater. Three different people as well as the owner and the next renter confirmed that.
Customer Reviews Summary