Complaints

This profile includes complaints for Florida Vacay Rentals LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Florida Vacay Rentals LLC

  5301 S. Atlantic Avenue New Smyrna Beach, FL 32169

• 

  Florida Vacay Rentals LLC

  1561 Sunnyside Drive Maitland, FL 32751

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:08/16/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 rented a condo from Florida Vacay Rentals located at 4153 Atlantic Ave, ****** New Smyrna Beach, FL 32169 from 08/06/2023 through 08/12/2023. Upon our departure we followed all instructions as outlined within the agreement including placing all items needing laundered into the laundry bin provided within the condo.
  
  Florida Vacay Rentals is now charging my account $30 for two beach towels which they assume I have stolen. We did not steal the very over used beach towels from the unit and accusing us of stealing said items falls well within the lines of defamation. I am seeking reversal of the charge of $30 from Florida Vacay Rentals.

  Business Response

  Date: 08/22/2023

  Dear Mr. ******** 
  

  We apologize for any correspondence on our part that could have caused the misunderstanding surrounding the $30 charge following your departure.  We absolutely do not believe that you or anyone in your party intentionally stole items from the condo. As outlined in the email we sent when the towel replacement fee was charged, our housekeepers inventory all towels during every clean and it was reported that two beach towels were missing upon your departure. Many times items from our condos are accidentally taken with guests, left on the beach, or brought to neighboring condos rented by relatives or friends. 
  

  We understand these things happen and, when they do, we follow the terms outlined in your signed rental agreement which states “ If any towels or linens are damaged or missing during your stay, the cost to replace the damaged or missing item(s) is as follows: … Beach Towel $15.” Our condos are all individually owned and when the owner’s personal items are misplaced or damaged by guests, our policy is to charge for their replacement. As included in the email we sent 08/15/23, if the missing towels are found and returned, we will be happy to refund the replacement fee that was charged. 
  

  Warm regards, 
  The Florida Vacay Team
  

  
  

  Customer Answer

  Date: 08/22/2023

  
  
  Complaint* ********
  
  
  
  I am rejecting this response because:

  The statement that I am misunderstanding
  the correspondence is insulting and condescending. By stating “if the missing
  towels are found and returned” indicates that we have or had them in our possession
  which is not the case. We did not remove any towels from the location nor do we
  have them in our possession. I have tried to contact your management team
  personally 4 times  since receiving your notification,
  all of which have been recorded and documented and have yet to receive a
  response. This indicates that management is refusing to respectively hear my
  complaint and resolve the issue in a respectable manner. My next steps will be
  to seek civil litigation again the company seeking restitution of the charge as
  well as additional restitution due to misrepresentation of the property and entrapment
  within the condominium resulting in missed vacation time all of which have
  been outlined in the email correspondence I sent on 8/15/2023, which the company
  has also chosen to ignore. In addition to seeking civil restitution I am also
  placing complaints with the Florida State Attorney
  General Office of  Ashley Moody under rental scam. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:03/22/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Hello,
  The best way to describe our problem is through an email we sent to the company right after our vacation. The text is below.
  
  Hello,
  While we still enjoyed our time in Florida, our stay was very frustrating due to the heavy construction on the condo. We are asking for a sizable refund, and if you would like any supporting pictures as proof please let us know.
  It is not that we didn't enjoy ourselves at points, but the weekdays before 4 or 5pm were all very loud. Concrete saws, jackhammers, construction vehicles, etc., could be heard very easily even from inside of our apartment. While at the pool the construction was right on top of us. When attempting to put our children down for naps, they had a difficult time falling asleep, and our youngest daughter woke up several times due to the very loud noise directly above her (We have a recording of this if desired). All the grass was brown, so the children were not able to play on the grass just off of our porch. We also found multiple washers on the ground. We were also very, very disappointed that the shuffleboard court was covered with construction material (as was the basketball court). Playing shuffleboard with my wife's parents was certainly one of the things we looked forward to most before we arrived. There is more we could add, but overall the vacation feel was very much missing.
  Most importantly, ALL of this would be no reason to complain if we would have known about the construction before the end of February. We were not thrilled to find out about the construction so late in the process. The condo is not even close to being completed. The email sent to us also stated "please note, the section your condo is located in is completely finished." This was simply not true, and we have pictures and video to prove it. Again, there is still more we could say, but we also do not want to beat a dead horse. Thank you for your time, and we look forward to your reply.
  Thank you,
  ****** *****
  Confirmation # *****

  Business Response

  Date: 04/19/2023

  Since we are the vacation rental managers for this condo, not the onsite property managers for the building, we do not manage anything related to the building or any construction projects that may be taking place outside of the condo. When we are notified of construction that may affect the guests renting our condos, we do our best to notify them with the information we have. In February 2023 we were made aware that the onsite construction project, which was originally scheduled to be finished before January 2023, had been delayed. A notice was then sent to Mr. ***** at that time with the information we had. 
  

  Included is text from the “Things Beyond Our Control” section of the rental agreement we have signed by Mr. ***** (attached):
  “The Florida Vacay Team works very hard to ensure each Guests’ stay is pleasant. However, there are things beyond our control and we cannot guarantee against such things. Examples of things beyond our control would include: breakdown of air conditioners, TVs, VCRs, electronics and any appliances, interruptions of utilities, internet access, disturbances on nearby properties, construction noise, pool closures, power or water outages, inclement weather/acts of nature, government shutdowns, pandemics, pests introduced by prior Guests, special holiday parking restrictions, etc. This list is not all inclusive. Guests are asked to please report any negative condition and/or inoperative equipment to our office promptly, so we can make every reasonable effort to have repairs done quickly and efficiently. Cancellation and/or early departure due to things beyond our control do not warrant any refund of rental fee.”
  

  Construction noise is noted as a “Thing Beyond Our Control” which does not warrant any refund of rental fee. Regardless, as a courtesy from our company, we did provide a 10% refund to this guest which we were not contractually obligated to do. The interior of the condo, which is the only portion of this rental we manage, was not under any construction. Due to this no additional refund will be issued and we have marked this matter as closed.

  Customer Answer

  Date: 04/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: No where in the rental agreement was it stated that the only thing the rental company is responsible for is the condo itself. No where.
  
  
  
  Sincerely,
  
  
  
  ****** *****