Complaints

This profile includes complaints for Craze Hills Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Craze Hills Inc

  PO Box 356 Ozona, FL 34660-0356

• 

  Craze Hills Inc

  13999 Gulf Blvd C-4 Madeira Beach, FL 33708

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:09/19/2023

  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.

  Arrival Date: Sep 8, 2023 Departure Date: Sep 12, 2023 Check-In time: 4:00 pm Check-Out time: 11:00 am Reservation ID: ******* Cost Summary:Number of Nights: 4 Rental Amount: $720.91 Extra Amenties: $0.00 Cleaning Fee: $150.00 Processing and Other Equipment Rental Fee (If any): $0.00 Damage Waiver: $66.00 Total Taxes: $120.77 **************** (Optional): $0.00 Total Amount for Rental: $1,057.68 Host ******* will not refund our trip even though hurricane ****** hit the area and wrecked the beach as well as had businesses closed. He then canceled the trip without my consent after i asked multiple times for a refund before cancelation. He still will not refund the money for this trip even though we didn't go because we felt it was unsafe for a 2 and 4 year old to travel with us. He said my request was outside the required 14 days, however a hurricane is a natural disaster that is it of my control. I am frustrated with the lack of compassion and willingness to work with me and make this right. I have also contacted VRBO, but they are unwilling to assist as they say it's up to the host. I think the whole system with VRBO is flawed for this specific reason and is also disheartening as i spent a lot of money for a trip we could not use because of a natural disaster and i want my money back.

  Business Response

  Date: 09/19/2023

  Working in the travel industry in *******, during Hurricane season, we fully understand the anxiety that external media coverage can cause to our visitors whenever a storm passes by.  It is generally extremely exaggerated for entertainment purposes and creates a vision to outsiders that the storm will basically destroy our area.
  
  The storm that this guest was concerned about was Hurricane ******.  Hurricane ****** passed by several 100 miles in the Gulf of Mexico on Aug 29, 2023.
  
  There was certainly some storm surge in our area, as expected, which caused roads to be temporarily flooded, and of course, some beach shifting and erosion.  
  
  The property that this guest was scheduled to stay in suffered absolutely no damage whatsoever.
  
  By Aug 31, 2023 the majority of the sand and debris from the storm had been cleared and it was business-as-usual in our coastal community.
  
  This guest was scheduled to arrive on September 8, 2023, a full 10 days after the storm passed us by.  By this date, there were no issues with travel, water quality, safety, groceries, supplies, restaurants, or activities.
  
  We are certainly compassionate about guest concerns, but we also must be reasonable and fair to our business and the property owners that we represent.
  
  In our opinion, and the opinion of the City, the County, and the ****************, there was no reason to be concerned about travel to our area and so there was no justification for a refund for this particular trip or dates.
  
  We are terribly sorry that the guest felt anxiety, and the best that we can suggest is that they avoid any travel during Hurricane season as this type of event is commonplace for us.

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20624675
  
  I am rejecting this response because: Even though this individual wants to state that I had anxiety about a hurricane and is just pushing it aside I have attached one of many articles that can be seen and found online. I also have family who reside in ******* who were affected by this storm and some of which who live near the Treasure Island area and informed me that it was hit although not as bad as other parts the issue still remains. 
  Just because I planned a trip in the month of September and a hurricane happened to hit, I should not be refused some sort of refund even if it's only a partial refund. I would ask these same people if they were traveling with small children if they would want to take them to an area that was hit by a hurricane no matter how bad it was hit, without a beach and flooded roads, or roads covered in sand we wouldn't have been able to enjoy the beach at atmosphere of the area as it was being cleaned up during the time we were supposed to be there. According to articles the beach is still be repaired as we speak.
  I am asking for a full refund, or some sort of compromising on an amount that would be satisfactory in repayment as we did not stay at this location. Furthermore this individual cancelled the trip without my permission or another word after i asked for a refund. I was told a refund wasn't an option, the next morning i woke up to an email stating my trip was cancelled, i asked if i was getting a refund and the answer was no. The whole process with VRBO is flawed as apparently  "third party" types can list their properties and use different software than the actual business of VRBO which makes absolute not since to me.
  Anyways I am hoping a full refund or a compromise and agreement on a satisfactory repayment can be reached. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/20/2023

  We are sorry this is not the resolution that the guest is looking for.  We do consider this matter closed at this time.

• Initial Complaint

  Date:10/24/2022

  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.

  Itrips vacation manager ***************************** rented ******************* #*** to ********************* from Oct. 17- Jan. 2, 2023 1, Since Oct 17, Construction noise across the street for an on going project with no end date. Noise starting at 7 AM. Unit is also directly above the garbage truck pick up and this is also occurring daily at 7 AM. None of this was made aware to the renter prior to booking.2. The Toilet is running constantly. As of Oct. 18, the itrips manager ***************************** was made aware of the problem. It is still not repaired and a "plumber" was not sent out as of Oct 21. This is loud and disturbing off of the Livingroom area.3. The ** does not work. As of Oct. 18, itrips was made aware that the Livingroom ** is not connected to the router and needs attention to operate properly.The cost to rent is more than $4000 per month and the service that I am receiving is very minimal. Owners ******* and ***************

  Business Response

  Date: 10/24/2022

  We have responded to **************** maintenance requests and will make sure that we leave complete instructions for operation of the television with her.  

  We have no control over City road maintenance projects, and we are not provided with any type of schedule for the work so there was no opportunity to inform the guest prior to arrival.  Garbage removal for the complex is also not something under our control, and we have not encountered any issues with this in the past.

  Unfortunately, we do not have anything similar to offer ************ for relocation, so we have offered to cancel the remainder of the stay if she is not comfortable.  ************ did respond that she would not like to cancel and she appears to be pleased with the accommodations.

  We will continue to follow up with ************ to be sure there are no outstanding issues.

  Thank you.

   

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 18295777
  
  I am rejecting this response because:

  1.  The Itrip business should be well aware of the garbage dumpster directly under the condo assigned to me, as the guest.  There are consistent  daily dumpster removal trucks with A back-up beeper, also known as back-up alarm or vehicle motion alarm,  a device intended to warn passers-by of a vehicle moving in reverse, which is a regular occurrence at 7 AM.  

  2.  There is a construction lot across the street that also starts at 7 AM.

  3.  The residence below is doing construction throughout the day.

  It is difficult to understand that the management has no idea the garbage dumpster is directly below the condo and this occurrence is ongoing.   It is not my business if other guests or the owner failed to mention this disturbance as stated by the management.  We will not know if this is accurate or not.  

  4.  I did not tell the management that I was "happy" with the situation.  What I stated was that I could not be left out on the street with nowhere to go and asked if they would look into other options of the same caliber residence to stay for my duration.   The cost of the unit I am renting is an upward of over $4000"+ per month.   I was told by *************** that there is no further compensation for this disturbance and that I was already given a discount rate since the unit was vacant at the last minute.

  I Am Nervous to Mention anything further in fear that I will be told to LEAVE and have no where to reside.  I was originally told I could EXTEND through the beginning of January if needed.  I rented with this option given to me by *****************************, manager. if the noise was to discontinue, this would be a very nice place to stay.  I am doing my best, and the condo is lovely, the location in general is good, except the DUMPSTER and the CONSTRUCTION.

  5.  The toilet has been resolved.

  6.  I have asked for a document on how to work the ** and No response or information was provided.

  7.  I asked about visitor parking, no response was provided.  I asked another resident and found this out for myself.

  8.  I asked about recycle location, no response was provided.  I asked another resident and found this out for myself.

  9.  I asked about location to leave a paddle board, no response was provided.  I asked another resident and found this out for myself.

  10. I would like monthly housecleaning service, but have not addressed this with the business at this time due to the ongoing problems.

   

   The continued non assistance and Noise daily is not satisfactory, however, as said, there is not place for me to relocate to that is of equal quality, although no option except, " we will give you back your money" was offered.

  Itrips should make all guests aware of the noise situation and respond in a timely manner.

  I would still be interested in relocation to a more suitable location, with compensation for the problem, however, if there is nothing available, I would need to spend time looking and being displaced. I am working throughout the day as I am a business traveler.  The constant 7 AM activity is quiet disturbing as often I have to work late into the evening.

  I am sleep deprived and many times have difficulty concentrating throughout the day due to this early noise.  I have been in the property for 10 nights now.

  11. Since I am documenting all correspondence, contacting the Staff for assistance through TEXT is not acceptable as it does not have a "paper trail".  

  I want to make sure that other guests do not have the same situation and that *** and ******************* make a conscious effort to make all guests aware of construction and noise in the are prior to renting.

  Again, I cannot be displaced and fear that because I am making this aware to BBB, there could be some repercussions from Itrips.

   

  
  Sincerely,
  
  *********************