Complaints

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

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  Down Home Properties, LLC

  1305 Cleveland Ave STE A Wildwood, FL 34785-3605

  
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  Down Home Properties, LLC

  50 Continental Blvd Wildwood, FL 34785-8147

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:06/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 my home with Down Home Properties for the last 2 years. Our contract ended 4/30/2023. I arrived 5/4/2023 to a mess. I immediately called the 24-hr assistance line. (which was no assistance at all) The cleaning company had taken their linens along with mine. For some unknown reason I was left with 2 pillow protectors, that was it. I had no towels or sheets. I was unable to stay at the house that night. Since then I have been given several different scenarios as to what happened to the linens. I was asked to send pictures, which I did. I have called and emailed several times with no response. I am looking for the replacement cost for these linens.
  
  In addition, I was told By Lisa Joy she filed a claim with the insurance company for pet stains on my carpet. We do not allow pets at our home. On at least 2 different occasions Down Homes Rented my home allowing pets. I was told they would clean the carpet and everything would be fine. It was not fine. I was forced to replace the carpet when we received a complaint from another renter. She posted a very detailed complaint on social media telling people not to rent our home due to the stained carpet. I provided Down home with an estimate to replace the carpet, as requested. Lisa did come by and take pictures.
  
  I emailed Lisa in 2022 asking her about the claim. She told me because of Covid there was long delays with claims. These excuses continued. I have repeatedly asked for a claim number which has not been provided. I am left to believe no claim was filed and she never had any intention of filing a claim. I am requesting the claim documentation and/or replacement cost of the carpet.

  Business Response

  Date: 06/26/2023

  When Mrs ********* contracted with us in February of 2021, she elected to remove all personally owned linens from the home and use the linen service our company provided. Please see the attached copy of our management agreement, specifically page 3 paragraph 14, which discusses the linen service we use for our short-term vacation rentals.  Also attached is the client information sheet that was filled out by Mrs ********* when we took her home into our rental program.  This is where she elected "yes" she wanted to have the linen service provide the linens for the home. Mrs ********* was the first person to stay in her home.  She had an owner reservation booked from May 21, 2021 thru June 2, 2021.  Attached is the arrival report showing her reservation date.  Our property manager went to the home May 20, 2021 to set the home up for the owner’s arrival.  The Owner Setup Inspection report is attached stating there were no linens in the home on May 20th.  Most of our owners that participate in the linen service store their linens in their locked owner’s closet or bring them back & forth with them whenever they stay in their home.  Upon Mrs *********’s departure of her home on June 2nd her linens had been removed from the bed.  Attached is a picture taken when our property manager went to the home to make sure the home was ready for a guest's arrival.  The photo clearly shows the bed did not have any linens on it when she departed.  The comforter was the only thing on the bed. Her linens were not in the home, unless they were stored in her private owner’s closet, which we do not keep a key for.  Our linen service was notified to set the home up with linens prior to the first rental guest checking in.
  

  When Mrs ********* arrived at her home on May 4, 2023 there were a couple of food items in the refrigerator that were mistakenly left behind by the cleaning service.  We apologized for the cleaners and refunded her the cleaning fee of $225 for her troubles. 
  

  In response to the carpets…Mrs ********* indicated verbally to our property manager that she was ok with dogs in the home.  We accepted a reservation with a pet based on her verbal approval.  She then changed her mind and said she did not want any pets in the home.  It was explained to her that this one reservation had already been confirmed and we did not have another home to move the guest to.  She understood that would be the only reservation with a pet and it was the only reservation with a pet in the home.  There was a small spot on the carpet that was noted at check-out.  The rental guest had purchased damage insurance and a claim was submitted.  The insurance company agreed to a carpet cleaning.  The carpet was cleaned and deodorized.  The renter that complained about the carpets also complained about the location of the home and the furnishings in the home.  Sometimes we get the occasional renter that just can’t be pleased no matter what we do.  Down Home Properties sent the carpet cleaners back for a second time to please this renter.  Mrs ********* was not forced to replace the carpet in her home.  She made comments to our staff on a couple of occasions saying they were going to replace the carpets because she wanted a solid surface floor.  She didn’t like carpeting

  Business Response

  Date: 07/11/2023

  After a thorough investigation into this matter, I found that the carpets were not cleaned after the June thru July guest left, which is our standard policy.  I apologize for our staff giving misinformation to Mrs ********* and not following through with our standard procedures.  When Mrs ********* arrived at her home in August the carpets had not been cleaned and the pet stain was still on the carpet.  We had the carpets cleaned and deodorized upon the September guest’s departure.  Attached is a copy of the carpet cleaning receipt.  The stains were removed successfully after they were cleaned, therefore we did not have just cause to file an insurance claim for carpet replacement, as that would fall under insurance fraud.  Attached are photos taken of the carpet showing the pet stain and the condition of the carpet.  Again, I apologize for our staff’s misinformation and we are addressing that issue internally. 
  
  All of our records indicate no linens in her home when we set it up for the first guests checking in in June.  Linen service was ordered and were used for the entire period we had the home in our program.
  
  Mrs ********* was paid for the timeframe the second guest was in the home with their pet.  She requested we move them to another home.  Which we did according to her direction.  We do not believe she is entitled to the full amount of rent for that reservation when she requested they be moved and she was compensated for the time they were in her home. 
  
  We do not feel the carpets had to be replaced.  That was a choice Mrs ********* made for her own personal preference.  We sincerely apologize for the inconvenience this has caused Mrs ********* and are offering compensation in the amount of $500 for the way our staff handled the situation with the carpet stain. 
  

  Customer Answer

  Date: 07/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The receipt you provided  would have been the 3rd time cleaning the carpet and happens to be the same day Lisa emailed me and asked me to get a quote for the replacement. (10/25/21) She came out 3 weeks later and took pictures. We have exchanged emails and phone calls several times about this claim. On 2/25/22 she confirmed in the email the claim was filed. I have several emails on this matter. The only fraud I see is NOT filing the claim and lying to the owner. If you filed the claim as stated Please provide me the claim information. 

  In regards to the lost rent. I absolutely requested you move the 2nd renter who had a pet. I was promised the first time this would never happen again.  You may not think so but you blocked a month for someone with a pet, and by doing this it prevented us from renting to a qualified renter. We lost out approximately $1600

  We also lost out on our linens. We can go on and on about this and disagree. 

  To resolve this matter I would be willing to accept no less than 50% of the carpet replacement.  $1235.00. This is more than reasonable considering what we have actually lost. 

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