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:03/23/2024

  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.

  We booked an apartment on VRBO on 3/17/24. We paid around $467 for a 3 night stay in what we thought was a stand alone apartment. The listing was misleading because it is an apartment that is attached to a house where the homeowners live. I should have been cautious when there was only one review, which was someone that they knew because with the spider webs all over the place no one could have stayed there recently. We were to arrive on 3/20/24 and leave 3/23/24. We wanted to go somewhere peaceful and relax. On the way there someone from Suches called to ask did we get their email and asked what time we would be arriving. Well that was the end of the communication with them. We arrived and was greeted by the homeowner in his front yard. We thought we were at the wrong place. We left and came back to relax and watch **, when we noticed the ** did not work. I immediately called/text the after hours numbers that were in the email they sent me to let them know. No one responded until the next day. I have attached the limited communication I had with them. Every time I reached out to them they would say that they had not heard from the homeowners. I figured if you are the host why don't you come up with a solution. We ran into the homeowner the second day and asked had he heard from the host and he said no. We told him the ** was not working and his response was "it's a new ** and no one ever said anything. So sorry". So now we have to stay the remainder of our stay without a **. The ** was important because there is not a lot to do in ********* and coming back to watch a movie would have been ideal. My last response from Suches was they were going to bring a fire stick to see if that would work. So ****** me this- how would a fire stick work if the ** doesn't work? That was on 3/21/24 and as of today no response from them. I filed a complaint with VRBO. When VRBO tried to contact them they also did not answer. We want just compensation for the inconvenience of no **.

  Business Response

  Date: 03/26/2024

  Stand Alone Apartment?  We clearly state that this is a basement apartment.  We don't want anyone unhappy but if I had ever heard of a standalone apartment, I would have described it as such.  However, an apartment is defined as: a suite of rooms forming one residence, typically in a building containing a number of these.  I have sent you an image where the first few sentences state this is a basement apartment.  Please reference VRBO.

  Spiders/Guests We Know?  We would have gladly come and helped you with a spider issue.  We were unaware and, in the *****, spider do move in quickly, even after a good clean.

  End of Communication?  Your messages here on BBB show where we did talk to you.  And I have proof that the owner fixed the tv with a screen capture they sent us relaying this message.

  These are your words, ******:  Every time I reached out to them, they would say that they had not heard from the homeowners. Or this one: My last response from Suches was they were going to bring a fire stick to see if that would work.   Explain how you never heard from us again and yet heard from us as stated here?

  In Summary:  Upon returning from being off this weekend I asked you via VRBO to please give me 24 hours to review this case and perhaps refund you.  In all the above claims the only one I can come close to thinking was an issue was the ** not working.  HOWEVERI have texts indicating that we had fixed it and you were good to go.  This is why you didnt get a firestick.  For that very loose reason and one that I dont really believe was an issue, but because I want to be fair and give you the benefit of the doubt, despite your lies above, I returned 30% of the three nights accommodation fees.  You lied that we didnt respond and then you screen captured us responding and gave it as evidence in your case to the BBB.  Pathetic.  Agreed you should not ************ again.

  
  

  Customer Answer

  Date: 04/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me only because I do not want to deal with this unprofessional company. I see why they have complaints. No lies. Where do you see a response after the fire stick? No where and the ** was never fixed. I do not know what the lying homeowner told you but he thought he was resetting it and it didn't work. He did not stick around to see if it worked. You were not there and you never came to see or did you respond like I said in the original message. So when did you bring the fire stick? Where is the message after you said you were bringing it? Do not try to make your company sound good because it is full of faults. Don't keep bringing up what an apartment is because that is your only defense. No one wants to stay in an apartment attached to someone's house and they are living there. An apartment complex?  Yes. I wouldn't want to stay at any of your properties again and I will let the world know not to stay there either. Bad business owners. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/03/2024

  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.

  I booked with *************** at Suches Vacation Rentals through Airbnb on February 13, 2023 for a December, 2023 stay over Christmas. I paid a total amount to rent the property of $2703.06. After a nearly seven hour drive to the property, I was informed by **** that "Airbnb double-booked" the property and she was going to find my family somewhere else to stay.Unfortunately, **** booked my family into not one but two properties due to the fact that the first new property was not big enough and did not have the amenities that I had originally booked (including fireplace, outside firepit, Keurig machine, and four bedrooms). After the first night, my family and I had to pack up two coolers full of groceries, Christmas presents and decorations, as well as luggage to move to the second property. The second property had a wood-burning stove, and three bedrooms instead of four, but this seemed to be the best that could be done.The difference in the price between the originally booked property and the two new properties was $636.88. *************** refuses to refund this difference with no reason given. Airbnb says that they cannot help due to the fact that the platform was not made aware of the changes. Keep in mind that all communication was done through the Airbnb platform and I did not realize until after the stay was complete that *************** was not representing Airbnb.There were other problems during the stay. My son slept in the laundry room on a futon due to the fact we did not have four bedrooms as I originally booked. The garbage cans at the second property were completely full, causing my family not to have a place to put our garbage. I was instructed to leave the trash outside on top of the cans, but I feared that wild animals would make a mess of the garbage and I did not want to clean it up, so I kept all the trash inside in various closets until the day before we checked out. The wood-burning stove was not working properly so it could not be used. Beware!

  Business Response

  Date: 01/04/2024

  There was a double booking and we do regret that.  We did our best to accommodate the guest and sent multiple other lodging options.  She then chose the one that fitted her needs.  We didn't get it for less than what we charged her initially.  We could have completely refunded her at the time that this happened, but she instead wanted to pick from the options of cabins we provided.  

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 21093709
  
  I am rejecting this response because there was a discrepancy between what I paid to rent the ************ property and the properties that *************** booked me in to as I was arriving into the Union County area on December 22.  The total price I paid for the ************ property was $2,703.06.  *************** has a copy of these receipts.

  The first property that **** booked me into was a property that she manages called Eagles Soaring.  The price for a 2-night stay in this property is $904.17.  Therefore, it can be deduced that a one-night stay would be $452.09. Please see Airbnb listing attached.

  The second property that **** booked me into was the Lake Nottely property.  The price for a four-night stay in this property is $1,344.24.  Please see Airbnb listing attached.

  The total price for the properties that I was booked into was $1,796.33.  Therefore, based on my receipts for the original ************ property that I paid for ($2,703.06) minus the amounts of the properties that I was booked into (last minute due to Suches Vacation Rental double-booking) ($1,796.33) is equal to $906.73.  I feel that I am owed this as a refund because the properties that I was booked into did not meet my needs in terms of amenities and the number of bedrooms. Also, keep in mind that Suches Vacation Rentals was also paid by the other family that was booked into the ************ property.  

  Please remember that I was less than an hour drive from the originally booked property.  *************** never offered me a refund for the ************ property that she double-booked me into.  I was more than six hours away from home at the time she realized I was double-booked.  I feel that she misrepresented herself as an Airbnb representative since all communication was done through the Airbnb platform.  I had family members driving in different vehicles from two different states to the property.  There were other issues as mentioned in my original complaint.  *************** had me between a rock and a hard place!  

  Sincerely,
  

  
  *************************

• Initial Complaint

  Date:03/22/2023

  Type:Service or Repair 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.

  Beware of Suches Vacation Rentals. They list thru VRBO so make sure the cabin you are renting is not part of Suches Vacation Rentals. You can get the name of the cabin from the listing and then search Suches Vacation Rentals to see if its one of theirs. ***** was reserved on Jan 27th for a 4 night stay in Suches GA. Upon getting my confirmation additionally charges were added to my booking. I reached out to the business and asked about the extra charges which were hidden. I then asked about their cancellation policy and refund. They stated in writing (see attachment) that their policy was if I cancelled withing 24 hours of booking I would receive a full refund. Its been 2 months and they will not respond to me as to the status of my refund. These people are scamming people so be careful when booking. Hidden fees that only show up after you book and ghosting you when you ask them to honor their promises in regards to their policies. They make them up as they go along.

  Business Response

  Date: 03/30/2023

  The guest booked under a policy that allows for a full refund if booked within 48 hours AND the booking was for a check in with a date of 15 days away or more.  Nothing was hidden.  He didn't read that there was a charge for dogs.  it is there and many of our guests have read it and complied.  He filed a complaint with VRBO and they denied his claim and didn't refund him.  We chose an option for cancellation policy that if he was within the window to cancel they would have automatically refunded him.  The system follows the policy without our involvement.  In other words, if you place your booking with them there are many cancelation policy options but whatever is chosen the refund or lack thereof is automatically generated.  He tried to override this with a complaint to VRBO and they denied it.  His evidence is clipped to not include all of the details and he has 2 streams of conversation with us through VRBO. One was for the reservation and one was for general conversation.  As I have already stated he was not able to get a refund because he booked under a very obvious policy and then wanted to cancel and get a refund.  This is not an option.

   

  You can see in the attachments the following:

  1.  The date he booked was on the 28th of Jan and the reservation was to begin on the 31st.  

  2.  In the cancellation image you can see the policy would allow for no refund.

  You can see where he attempted a charge back through the bank and it was declined.

  So both the bank and VRBO denied ******************* money for cancelling.

   

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19635631
  
  I am rejecting this response because: Suches Vacation Rentals in Suches **, is operated by ********************* ***.  ********** currently has 3 liens filed against her (run her name).  This does not include others who were scammed by ********* who lived out of state which makes it impossible to sue ******** VRBO cannot force a host (in this case Suches Vacation Rentals) to refund a customer's money unless you fall under their (VRBO) cancelation policy which in this case I did not. I was relying on the host, ********** to be an honest person when she wrote " if you cancel withing 24 hours of booking you will receive a 100 percent refund".  VRBO will defer to the hosts cancellation policy assuming the host is honest.  Attachments were included in the previous email to BBB, one being the message from the host stating I would be getting a full refund and the other from VRBO stating that the refund would be up to the host. ********** is again misleading BBB when she states it is up to VRBO's cancellation policy.  She has a knack for lying.  I included an attachment from VRBO that says to check the status of the refund see host's cancelation policy.  When a host does not refund VRBO falls back on their policy.  VRBO is simply a booking party.  ********** knew she was never going to refund the money despite saying this and collected 3 dog cleaning fees, a rental fee, and a normal cleaning fee. What did she do with the cleaning fees?? She can spin this all she wants but I would like to know why she said (see previous attachment) I would be getting a refund and also what she did with the dog cleaning fees all 3 of them?  ********** has 3 liens filed against her (run her name in whitepages) and should not be allowed to scam potential customers in the future.  Suches Vacation Rentals will scam you in any way possible for a few extra bucks, possibly to pay off the other judgements awarded against them. I have hired an attorney and he says this is a no brainer so can update BBB once the Magistrate in Union County, ** hears our case.  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 03/30/2023

  Guest says:  **** cannot force a host (in this case Suches Vacation Rentals) to refund a customer's money unless you fall under their (****) cancelation policy which in this case I did not.
  Fact:  It is just the opposite.  **** enforces the policy ******************* agreed to when booking and only the host can override that.  If he was due a refund **** would have automatically refunded him.  This is why they didnt and his agreement to this upon booking is why the bank didnt refund his money.
  Bottom Line:  Guest agreed to a policy that not only am I sticking to as host, but so is the bank and ****.  None of us would be doing so if it were not for the fact that ******************* agreed to the cancellation policy upon booking.
  Lastly: Both ******************* and SVR are users of the **** platform.  He agreed to their terms.  If he has further issue he should reach out to them, just as SVR would in terms of his poor guest behavior.  

  However, as rude and as ill-informed as ******************* is I think he makes a good case about wanting the cleaning and pet fee back.  His shenanigans have delayed us being paid for this reservation for over 6 weeks.  Despite this I cannot deny that he never checked in and we didn't have to clean so I have refunded him $230 and blocked him from booking with us in the future.

  Customer Answer

  Date: 04/03/2023

   
  Complaint: 19635631
  
  I am rejecting this response because: See attachments once again.  ************************* cancellation policy differs from ****'s policy.  ********** states that "if I cancel within 24 hours of booking I will receive a 100 percent refund" (see attachment 1).  She continues to refer to ****'s cancellation policy which is not relevant, see attachment 2. Attachment 2 states that the refund is based upon  the hosts cancellation policy.  **** reached out to her several times and asked her to refund the money as she is the one that has to initiate the refund. One question, did she or not say I would receive a 100 percent refund if I cancel withing 24 hours of booking?  I would be willing to let her keep the **** fee if this moves things along.. ********** needs to refund the booking fee and taxes. I would like to know the motive behind telling me I would be refunded..  Please see attachments before replying.  
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 04/04/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

  *******************

• Initial Complaint

  Date:01/26/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  We stayed in Suches Vacation Rental's "Blue Moon Cabin". We stayed in the cabin from December 12th-16th in 2022. On our last day we noticed some bumps forming under our arms and on our hips. Once we got home the next day we went to see a doctor and we were diagnosed with hot tub foliculitus. We continued to reach out to the host over the next few days and they did not respond. We had to contact AirBnB but at that point it had been past 3 days since our checkout. All we asked the host for in reimbursement was to cover our medical fees and they refused. We are disgusted with the owners lack of response and remorse in the situation. We wanted to report that this place is a health hazard.

  Business Response

  Date: 01/31/2023

  The guest reported a great stay and then stated they had contracted hot tub folliculitis.  A skin test with lab results must be done to indicate this is the cause of the rash.  I have not received that information.  Our cabins are in the ***** and often times people confuse other bug bites with other issues.  I do not know if this was poison ivy, chiggers, bed bugs or many other creatures that can cause bites like this.  Her claim was denied by airbnb and she has since removed her review so no one is aware that she left a glowing review.  

  Customer Answer

  Date: 01/31/2023

  We had a great stay (spent lots of time in the hot tub unknowing it was infecting us) until we got painful bumps all over our bodies. If you look it up you can see that it takes a few days to develop. We reported it to the owner as soon as we knew. The owner refused to respond to us until Airbnb forced them to. I have attached our diagnosis of folliculitis. This is another attempt at dismissing what happened. So here is the proof. It wasnt ticks or chitters or bed bugs. It was a skin infection caused by the unsanitary hot tub. We wouldnt have been this upset if the owner 1. Replied to us 2. A simple apology (which we still havent received from the host). We got really sick on your behalf and there has been no type of sympathy, its that simple.