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:05/09/2024

  Type:Service or Repair 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.

  So far once we checked in we got groceries. Later that night the freezer got up to 40 degrees. Lost all of our frozen food to which the company said its not possible for food to expire in 6-8 hours. Maintenance came the next day. Said freezer is fine but mentioned he had to replace a sensor the previous day. Bathroom cabinet door falls off constantly. Said the fixed it but never even attempted to. Outdoor l8ghting didn't work. Maintenance explained it was a 3 way switch. It does work now but is not wired correctly both switches must be in the on position. Refrigerator is again failing at time of this writing after already being looked at. Upstairs dressers anchors are completely pulled out of the wall. And the first night we had no ac at all until I looked st the unit. Units wet switch is plumbed in incorrectly (I am a 15 year hvac pro with a universal license) I got the sensor to work and the next day told Maintenance. They said to tilt the sensor up until we leave then put it back. Basically this is to inform the bbb and other potential customers of what to expect from this company. And have plenty of photos that are also timestamps and rude responses via email. Can't upload on here but happy to provide via other means.

  Business Response

  Date: 05/13/2024

  Hello there,

  I would like to have a look into this complaint but am unable to find the reservation in our system under the details provided. Could you please let me have the name on the reservation, or the booking ID number? Was the reservation definitely made with Love Rentals?

  I'd appreciate the opportunity to investigate and put things right if we were at fault.

  Many thanks, Love Rentals

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21691677
  
  I am rejecting this response because:  
  
  Our rental confirmation number was ********. Even after a few rude convos, via email with the rental and maintenance saying the fridge is fine it is still melting even though it reads 1 degree. We lost over $200 of food. This is just the main issue other then the minor things left and right.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/16/2024

  Thank you for providing your reservation ID. I do see that the freezer didn't get to usual freezer temperatures until the night of your arrival as it had just been fixed, which was confirmed by maintenance and yourselves. Unfortunately the property manager did not agree to compensation because they had addressed the issue already. 

  I see you commented in your email that it was an awesome place, and I'm glad to see the issues you raised were addressed immediately so I hope you were able to enjoy the remainder of your stay.

• Initial Complaint

  Date:01/24/2024

  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.

  I booked through Airbnb for a property in Lake Tahoe. Love rentals was the hosts for this rental. I booked this on January 19, **** for 2/23-2/26 reservations. When I searched for properties on Airbnb I listed that we have nine people going on this trip including three dogs. For some reason this property showed up and allowed me to book it. Love rentals messaged me and asked me about the three dogs that we were planning to bring. Since I don't book regularly through Airbnb, I didn't see the message right away. I was able to see it on January 23, ****. I gave them the information about my dogs, and they said that they only allow two dogs at this property. I asked to cancel the reservation they are telling me that they can only give me a 50% refund since the reservation is past the 48 hour cancellation policy that they have. I asked repeatedly if there's something they can do to assist with us since the reservation is still a full month away. They said that I would have to talk to Airbnb to discuss. I then reached out to Airbnb and they let me know that I can only get a full refund if the host ,who is love rentals, approved it on their end. I went back to love rentals to plead and see if I can get a full refund since again the reservation isn't for another full month. They kept telling me that they cannot give me a full refund because it was stated under their policy that they only allowed two dogs. I understand that they are sticking to their cancellation policy but I am still completely disappointed that they wouldn't have the customer service to assist me since the reservation isn't until a month away.

  Business Response

  Date: 01/25/2024

  Hi Roi,

  I have had a look into this and see the team did let you know they were waiting for a response from the property manager regarding whether or not they would allow the 3 dogs. We appreciate it may not always be easy to read the listing description before confirming your reservation at a property, however we do ensure we include any restrictions up-front. We are unable to control how the Airbnb site works when guests search for a place to stay so we have to work within those limitations.

  I'm also glad to see that you were already refunded in full, as the Love Rentals team immediately let you know when we heard back from the property manager, who kindly offered the options to either bring 3 dogs with an extra pet fee, or to cancel with full refund. You chose the latter and it has all been processed for you.

  Many thanks,

  Love Rentals Management

   

• Initial Complaint

  Date:10/24/2023

  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.

  I booked a vacation rental through Vrbo with Love Rentals in *****************, ** on May 3, 2023 for the dates of Dec 9 to Dec 16, 2023. I made 4 separate payments: May 3, $271.84, May 5, $426.01, August 8, $200, and on September 22, $200, totalling $1,097.85. On Oct 19, 2023 Love Rentals emailed me to inform me my rental was no longer going to be available for my reservation dates, due to maintenance issues. They offered me 3 different units within the same building, one on the same 1st level floor, and 2 different units on the third level, with no elevator, only stairs. Of the three units I was offered, there was only one, on the third level, that was comparable to my original reservation, so I accepted moving to that unit, for the same amount I had already paid, $1,097.85. Upon closer inspection of the photos for this listing I noticed it did not have a visible balcony. I emailed Love Rentals and asked if this unit had a balcony, they said yes. I asked for photos of the balcony, and the 2 photos they sent me did not show a balcony, it felt like they were trying to scam me. They are also refusing to change my booking status to cancelled, and from previous cancellations from other rentals I am aware that a refund will not be issued until the booking status shows "Canceled." Love Rentals is stating they will refund my money, but they won't show me any proof it has been released back to my account. They have emailed me a copy of a spreadsheet showing my payments, and stating their finance department has issued a refund, but the "Status" shows as "HOLD." Love Rentals declared it would be routed to my bank overnight, last night Oct 23, 2023, but when I called my bank this morning they did not show a pending credit. I asked Love Rentals property manager , *******************************, this morning in an email, if he will confirm if the status of my payment changed to reflect "PAID" today, and they will not show me proof it has been paid back to me. I think they are scamming me.

  Business Response

  Date: 10/25/2023

  Hi *******,

  I have reviewed your complaint and see that there are two issues. Firstly, you made your reservation with us through the **** booking platform and they do currently have an issue whereby cancelled reservations are not showing as cancelled in the portal, they still look live. We have reported this to them and they are currently investigating. However, I can confirm that your reservation is cancelled in the Love Rentals software and the notes state that our GR team contacted vrbo who have already refunded your vrbo service fee.

  Furthermore, I can re-confirm that Love Rentals refunded your reservation in full (not including the vrbo serivce fee since we don't hold that) on 10/21. Our team have sent you confirmation of this, as you can see in your screenshots. The hold status is purely a banking process and not anything Love Rentals has control over - it is normal for finances to be pending for a time while banks process the administration of it. 

  Our GR supervisors as well as other members of our GR team, plus our finance department have gone above and beyond in trying to help you and show you that we have indeed refunded your reservation in full. Please be patient while you wait for your bank to process the finances through their system, since this is all a normal part of banking online. 

  Many thanks,

  Love Rentals

  Business Response

  Date: 10/25/2023

  Hi BBB,

  Please can you ensure that the names of our staff are not shown publicly in this complaint or any other complaints - I believe I read somewhere in your policies that individuals will not be named publicly and I'm concerned for our staff's wellbeing.

  Thank you and please confirm.

  ****

  Business Response

  Date: 10/26/2023

  Hi BBB,

  I see you want clarification and you have attached the screenshots again from the guest but I'm unsure what you need clarification on. Could you let me know please and then I can respond properly?

  The screenshots appear to show the guest banking account and I'm a little concerned for their sake that they haven't redacted anything. I have no idea what any of the transactions on there are for. I see the guest has also attached a screenshot of the message from our GR team with proof we have refunded them from our end. 

  Honestly, the guest is being unreasonable - we refunded immediately upon request and they just have to wait for the banks to process it, the length of time that takes is totally out of our control I'm afraid.

  Kind regards,

  ****

  Business Response

  Date: 10/26/2023

  Hi BBB, I'm very confused with the emails I'm receiving under your new system. I am getting two emails with different case numbers but they both bring me to the same complaint. I'm receiving messages saying I need to respond even though I have already responded. Can you please check all is in order and let me know? Thanks, ****

  Business Response

  Date: 11/10/2023

  Hi, I have already responded to this complaint as well as used the private option to message BBB only. Can you confirm receipt? I could see my response from my end after I submitted it. Thanks, ****

  Business Response

  Date: 12/11/2023

  Hi BBB,

  When you publish this complaint to your website, please will you remove the name of our staff member that is in the original complaint? There is also another complaint that includes the name of a staff member and I'm not happy about those names being shown as it is against privacy values.

• Initial Complaint

  Date:08/30/2022

  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.

  I made a purchase with love rentals via **** and And was charged a full amount for a cabin rental then then the next morning love rentals contacted me and said that they had a glitch on their end And if I wanted to keep my vacation rental it would cost me another $1000 Then even though they have a no cancelation no refund the they said that they would refund refund me the money that I spent an in 10 to 15 business days they took no time to make things right and terrible customer service.
  

  Business Response

  Date: 09/16/2022

  Business Response /* (1000, 5, 2022/09/02) */
  Hi there,
  
  Please accept my apologies that I cannot add anything further to what has been communicated with you privately, but I will reiterate it here.
  
  When you placed your booking, there was a technical error and it went through at $10 per night for a 2 bed, 2 bath cabin. Naturally, we had to withdraw the property from sale while we investigated the issue meaning we were unable to accept your reservation at that price. This is a very rare occurrence and we take it seriously as we do strive to provide an excellent guest experience. We did notify you of this glitch as soon as we were aware of it the next day and gave you the option of making the reservation at the correct price which you choose not to do and so the only other option was to cancel.
  
  Unfortunately we are unable to offer a replacement as requested since we have no inventory at $10 per night.
  
  Please do accept our apologies for the inconvenience you experienced.
  
  Kind regards,
  Love Rentals
  
  
  Consumer Response /* (3000, 7, 2022/09/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  No one gave me the option of anything other than paying more money than what was advertised.. I felt as if it was a "bait and switch" situation.. I was treated terribly and belittled by people there as why I thought I could get something that cheap When there are plenty of places who offer last minute deals For next to nothing to cover or fill gaps of unused reservations. I expressed that it was me and my wife's 22nd anniversary and and we were very excited excited about being able to go to Gatlinburg now that you said my money will be returned in 10 to 15 business days I now do not have the funds to try to locate something else and enjoy my time with my wife out of town.. This has been the worst customer service I have received yet
  
  
  Business Response /* (4000, 9, 2022/09/07) */
  Hi there,
  
  I'm sorry you felt belittled and thought there was only one option.
  
  We take complaints like that seriously and I have looked into this case and all our correspondence with you and can see that you were not belittled at all by any of our staff. Each person has been polite, professional and honest with you, explaining the situation clearly, being quick to apologize for the technical error and offering the only two options available of either keeping the reservation at the correct price or cancelling for full refund. The refund was processed immediately and the 10-15 days time frame is only dependent on the banking process - some banks are quicker than others and you would likely have received the refund before this time but we couldn't guarantee that.
  
  Kind regards,
  Love Rentals
  
  
  Consumer Response /* (4200, 11, 2022/09/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I absolutely was belittled, I have recorded phone calls as proof. Would you like me to email them to you or just post them on every platform imaginable? I can do either. It ABSOLUTELY was the worst customer service, made me feel like an idiot. Again I have proof. As I said before I feel as if you pulled a "bait and switch" on me by selling me something, taking my money, then emailing me the next morning telling me to pay another thousand dollars or your canceling it. How not to conduct business 101