ComplaintsforPhoenix Rentals Vacation Properties

• Initial Complaint

  07/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  This was a condo rental through Phoenix Rentals in the Phoenix X building. We arrived 7-15-23 and checked out 7-22-23. Among the charges was a cleaning fee. The unit was filthy. Chewed gum and spilled drinks on the balcony. Bug in the sleeper couch along with trash and food crumbs under it. No bed clothes for the sleeper sofa either. Sticky rings throughout where drink glasses sat. Sand in 2 of the beds. Dust everywhere. We left a message on the company's answering machine Saturday and they never replied. Monday we called again, this time the "number was temporarily unavailable'. Called on another number we got from the front desk (not realizing it was his personal number). He was rude, belligerent and insulting to my wife before hanging up on her. We never had a follow up call about our concerns. None of the issues were rectified.

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We rented a vrbo from December 28, 2021-January 4, 2022. The condo was not in good working order and it was very dirty. There were urine splatters on two doors, there was urine, body hair, mold and mildew in all of the showers and mold in the ice maker, to name a few things. I'm allergic to mold and we have kids with asthma who are sensitive to mold and we all had reactions. At first, the property manager was helpful but then became completely unhelpful. The cleaning crew was sent over the next morning after check in, none wore masks. They didn't clean some of the issues and I ended up cleaning them. It was then I discovered the washer wasn't working properly and making a large screeching/scraping sound. The HVAC wasn't working the whole time. We asked for three days before someone was sent. One maintenance manager refused to come in because we asked him to mask. We notified the property manager that we'd like to leave and get a refund on half of our stay and she told me if we left early we'd get no refund. She told us just to shut the curtains in order to control the hvac. She said if we had a problem with the urine and body hairs on the bathmats I could have just set them aside and says most condos don't even have bathmats. It took 4 techs to keep telling her the thermostats were bad and needed replaced. By this time, we suspect from the cleaning crew, our whole party contracted Covid. Because of this and her telling us we'd receive no refund if we left, we couldn't go anywhere else. A tech came finally to replace the thermostats but we couldn't let them in since we were sick. By this time, our stay was almost over and we asked again for a refund of half our rental cost. She refunded the cleaning fee and refused to do anything else. We've contacted vrbo, our trip insurance, and her office again with no resolution. We have many pictures and emails as proof.

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