ComplaintsforHorizons West Rental Corporation

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family has been renting at Horizon West a few times in the last two years. When we were there in June 2022 year, we booked the week in January 2023 and I paid the deposit as I always did. It did not even cross my mind that anything changed in terms of payment terms. Since I was a returning customer, I did not think to read "fine print" and they did not tell me when I talked to them. Then when ***** (from the front office) called me 30 days prior to our arrival and asked to pay, I did not think much of it since I have been staying with them guys before and it did not matter to me whether to pay when she asked me now or when we arrived as we always did before.Unfortunately our flight was cancelled and we could not get another flight till the following week which of course defeated the purpose of the trip and unfortunately, we had to cancel the entire trip.I have been unsuccessfully trying to get a hold of the manager for the last 3 months to discuss my situation. and figure out what can be done in terms of moving the dates or work something out that I do not lose the entire amount of $2626 that I paid them. My phone calls/email have not bee returned. ***** at the front desk tells me that she will talk to ***** the manager but he never came back to me. I do not know what else to do when you have the business that does not want to talk to its customers and try to solve the situation. In the fees I paid them they included $180 cleaning fee which of course they did not even incur since we never came.

  Business response

  04/18/2023

  Good Morning 

  To whom it may concern. I have attached a copy of our terms and conditions and refund policy which the customer agreed to when she made the reservation. We are willing to try and mover her reservation out there are openings in the unit that she booked apt 701 including a recent cancelation. The dates that are available are Apt 701 from 6/24/23 to 7/1/23, 7/16/23 to 9/23/23 there are currently no bookings in this time span, or 9/30/23 to 12/27/23 there are currently no bookings in this time frame. I am sure we could make something work in these given dates so the customer doesn't lose out on the monies she has spent. Please have the customer contact ***** in our ********************** office at ************ or email her at **************************************************. 

  I am sure we will be able to do something for her with those dates I provided.

  Thank you 

   

   

  Customer response

  04/25/2023

   
  Complaint: 19888273
  
  I am rejecting this response because: Thank you for the email.  I followed the instructions and called ***** and selected the week I was offered - 6/24-7/1.  Then I was told that I need to pay extra $1000, which is additional 38% to what I already paid in full back in December.  I refused to do that and ***** said she will talk to **** (the father of *****, the manager who never responded to me before) and he will call me back.  It has been a week and again after numerous follow up from me, I still have not heard back from them. I have been a repeat renter and I just cannot understand how they can treat their repeat customers like that.

  My ask is 1) allow me to take the week you offered to me 6-24-7/1 without making me pay additional $1K and or 2) refund me the cleaning/tax fees and lose your repeat customer as I will never rent again from the place that does not work with customers to get to "win/win".

  Thank you.  I really want to get this to some sort of resolution very quickly as this has been dragged on for way too long.

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

  Business response

  05/02/2023

  Per our terms and conditions, We are not obligated to offer anything further in this matter. Horizons West Mgt Team stands with our original offer. 

  Thank you 

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