Complaints

This profile includes complaints for Brindley Beach Vacation & Sales's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Brindley Beach Vacation & Sales

  1023 Ocean Trl Corolla, NC 27927-9606

• 

  Brindley Beach Vacation & Sales

  1215 Duck Rd. Duck, NC 27949

• 

  Brindley Beach Vacation & Sales

  3719 N. Croatan Highway Kitty Hawk, NC 27949

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:09/23/2024

  Type:Billing 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.

  We rented *** ********** ***** from 8/3-8/10/24 from Brindley Beach. We found the rental property to not be in a fit and habitable condition, which was a requirement of our lease agreement. We have expressed our concerns on numerous occasions (during our stay and after), and they did not resolve the issues or provide a refund. The issues with the unit included the following: 1) black mold through out the lower level rooms, 2) two inoperable refrigerators, 3) an inoperable dishwasher, 4) a leaking HVAC unit that caused a major water leak, 5) inoperable hot tub, 6) inoperable security door on first floor, 7) water pooling in the dryer, 8) deck surfaces so poor that numerous guests were injured from nails and splinters. The issues were not addressed. Only the security door was repaired. The one refrigerator was replaced with one without an operating ice maker. I would not have rented the unit if it was advertised appropriately with all of these issues.

  Business Response

  Date: 09/24/2024

  Thank you for conveying the guests’ concerns in reference to their recent stay. The guest occupied this 9 BR, 7.5 BA Semi Oceanfront home with private pool and hot tub from Aug 3-10th.  This guest has been seeking a refund since their departure and we advised them we are unable to acomodate their request. The home was cleaned and inspected prior to their arrival. As soon as the guest alerted us that the refrigerator was not working a new one was delivered asap on Monday.  They had a working refrigerator on the lower level during their entire stay.  Our team responded promptly to every concern the guest shared during their stay including the HVAC which was addressed by the vendor the same day and the owners Spa vendor was alerted immediately about the guest concerns. The door lock was fixed on the same day of their arrival as well. Our maintenance department offered to spray the bath areas that had some mildew, and the guest declined. In a coastal environment, with high humidity this is not unusual to require attention. The house was not uninhabitable and has been occupied all summer. Maintenance issues are arguably the most challenging part of the property management business. Brindley was extremely responsive to each of the guests' concerns during their stay. Our goal is to provide excellent customer service and a wonderful vacation experience and we are sincerely sorry this home did not met their expectations.  

  Customer Answer

  Date: 09/25/2024

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

  1.  Disturbing black mold can cause airborn particles that present an even greater hazard then if left undisturbed.  We had 6 young children with us, and we would not take that risk.  They were going to spray it without regard to it being black mold.  Please refer to the previously submitted pictures.

  2.  They told us when we were moving in that the refrigerator did not work.  The temporary one also broke and we lost valuable groceries as a result. The new refrigerator delivered 3 days after our arrival never had a working ice maker. The only working refrigerator in the basement was not conveniently located since it was 4 levels removed from the kitchen.  The basement refrigerator also had a broken handle and would not remain shut.

  3.  I previously indicated that they never fixed the hot tub.  A service person was there when we were arriving and never returned. It was never fixed.

  4.  They treated the HVAC leak, but the main living area and powder room was disrupted by the leak and the repair personnel accessing the unit.

  5.  Due to all of these issues, we lost numerous days of our vacation to be present while repairs and replacements were made.

   

  The house should never have been rented in this condition.  This is the first time that we have ever requested a refund or filed a complaint with the Better Business Bureau.  The property management company is not handling this in a truthful and honorable manner.

   

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

  Business Response

  Date: 09/26/2024

  We regret that your family experienced any disruption in your vacation due to home maintenance issues.  We truly want all of our guests to have the perfect Outer Banks vacation.  Each of our homes are individually owned and regrettably, issues can arise at any time. We do our very best to respond to any concerns as soon as possible and resolve them in a timely manner.  Based on the notes from our Brindley Beach team, we did all we could to be as responsive as possible.  Please understand that each of our homeowners have outside vendors that they contract with to perform various work and they are not employees of ******** ***** *********. For example, refrigerator purchase and or rental, pool and spa vendors, HVAC vendors and other professional services. These vendors respond to our calls as soon as they can to perform any work that needs to be done.  Regarding your concerns with the mildew/mold. The owner has been informed and is working with a vendor. We did offer to do this during your stay and I understand you chose not to have this done. Again, we are sorry for any inconvenience this caused you and your family. However, as stated in our lease, "No funds will be returned due to malfunctioning equipment, housekeeping issues, or other Tenant’s dissatisfaction".

• Initial Complaint

  Date:09/03/2024

  Type:Customer Service 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 am writing to express my deep disappointment with the condition of the rental property at *** ********** during our recent stay from 8/15 to 8/25. Unfortunately, the property did not meet the standards and expectations set forth in the listing, and as a result, our experience was significantly impacted. The listing and pictures online are deceiving – the pictures do not show the incredible amount of dirt, mold, bugs, splintery wood decking, dust and overall uncleanliness in every room in the house making it uninhabitable. Upon arrival on the 15th, we found an insane number of spiders ALL over the house – they lined every door, hung from ceilings, light fixtures and in every corner. The bathrooms had human hair on all the moldings and cobwebs all over the kitchen and dining room light fixtures. We found ****** of ants in the family room, not only on the floor but all over the couches making the living room unusable the entire week! They were also under the rug and in the bookcase. The outdoor pool area was neglected and seemed like it was not touched or cleaned in months. The pool had an incredible amount of dirt inside making it unusable. Not only did we not get the chance to swim, but we also never even went in the back area as the furniture was disgusting and filled with bugs. The cleaning supplies – vacuum, dusters, swiffer, fly swatters were all in the main bedroom closet. The vacuum was filled with dirt, hair, and dust - the swiffer had mold and dirt, the fly swatters were on top of the “clean linens” and towels placed on the shelf. The linens were dirty, cheap and did not even fit the beds.
  These issues were not minor inconveniences but rather significant problems that affected the overall quality of our stay. We attempted to address these concerns during our stay, but they were either unresolved or beyond repair, leaving us with a less-than-satisfactory experience.

  Business Response

  Date: 09/03/2024

  Thank you for bringing the
  guests' concerns to our attention.  The homeowners occupied the property
  the week of 8/12 to 8/18 prior to guests’ week of 8/18 to 8/25. The owners
  called our office to advise us they called their pest control company to treat the
  outside and inside for ants especially around the fireplace. The earliest they
  could treat would be Monday the 19th. When pest control arrived, the
  guests denied them access because they did not want chemicals sprayed around
  them. On 8/21 the guests called to report bugs and ants and wanted the tech to
  call them before they arrived at property. They also reported the pool had
  debris and needed a mid-week cleaning. We immediately contacted the pool vendor.
  We have no record of the guest reporting any cleaning issues. The guest did occupy
  the property their entire week however, they did demand a full refund which was
  denied. The house was not uninhabitable and has been occupied all summer with no customer complaints. Maintenance
  issues and outside insects are arguably the most challenging part of the
  property management business. Brindley was extremely responsive to each of the
  guests' concerns during their stay. Our goal is to provide excellent customer
  service and a wonderful vacation experience.  

• Initial Complaint

  Date:09/02/2024

  Type:Facilities 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.

  We are writing to express our extreme disappointment and dissatisfaction with the gross misrepresentation of the property located in ******** **. Reservation #: ****** ********* ****** *** ** ****** *** *** ********** ****** ******** ** ***** * *********** The property fell egregiously short of the standards presented to us via phone and online listing. Upon arrival, we discovered the property in a state of disrepair and lacking in basic cleanliness. Despite claims of a Sparkle program, no cleaning crew was present. The property had clearly not been maintained as advertised, it was filthy(see pics). Specific issues included stained linens, curtains, couches and comforters, dirty floors, mold all over house, dirty oven, dirty cooking pans, spider webs/dirt on every outdoor level, grungy windows/doors, blood stains on windows and couches, water damaged ceilings, no glass coffee table top, broken loungers, sand all over from previous guests, disgusting **** old broken chairs and pool toys and much more. Safety hazards(protruding nail heads on the deck, a burnt-out electrical outlet that caused a kitchen fire requiring the fire department’s intervention(gross negligence), broken sharp concrete stones around pool, as well as plumbing issues necessitating cesspool service. Furthermore, we are appalled by the lack of a timely response and accountability demonstrated by the office staff. We have documented evidence of the property’s condition, including photographs and videos. Given the substantial financial investment of ********** and the gross misrepresentation of the property, we demand a prompt and satisfactory resolution. We expect a refund for the rental period and we request a response to this matter within 10 days. This was a 60th anniversary trip paid for by our parents who live on a fixed income. To date, we have not received a response to our vacation survey submitted on 8/12/24 via their email link nor our certified letter received by them on 8/26/24.

  Business Response

  Date: 09/03/2024

  We are in receipt of the certified letter describing your experience and request for a full refund for your stay at ***** from July 27-August 3 2024. This is a 12 bedroom, 14 bath oceanfront home with pool, hot tub and elevator and the rental amount for the week was ***********  I want to take this opportunity to apologize for the inconveniences you experienced during your vacation.  Our goal is to provide excellent customer service and to provide a great vacation experience for every guest that rents with Brindley Beach Vacations.  Each home we manage is independently owned and maintenance issues are arguably the most challenging part of the property management business. Following your communication, I spoke on the phone with Ms. **** ******** who threatened legal action. We have been in touch with the owner of this property and shared the details of your stay and all the concerns you conveyed to us along with our actions to remedy the issues. Unfortunately, the terms of our property management agreement with the owner do not permit us to refund your stay.  In addition, the terms of our lease agreement with Ms* **** ******** specifies that “No funds will be returned due to malfunctioning equipment, housekeeping issues, or other Tenant’s dissatisfaction.”  However, the owner has expressed they are willing to provide you with ***** for your inconvenience and Brindley would like to match that for a total refund of $****.  Please advise if we should prepare this refund to *** **** ********* Again, we apologize for the issues you experienced while on vacation.

  Customer Answer

  Date: 09/16/2024

  We never received an email notification from *** that a response was given by Brindley Beach Vacations on 9/3 nor that *** closed the complaint today because we didn’t respond within 10 days. We only found out today because Brindley Beach Vacations sent us a copy of the response along with an emailed letter. This complaint should remain open until we settle the complaint in a fair and reasonable manner. The current response from them is unacceptable based on the gross misrepresentation and safety issues that we entailed during our stay. 

• Initial Complaint

  Date:08/12/2024

  Type:Billing 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.

  Rental was booked for July 28- Aug 4 and upon arrival there was a strong mildew smell on lower level caused from mold that was from a leak. The leak was reported over phone and email with pictures several times but was never corrected or offered to move us. We had already paid in advance so we had to buy plug ins and open windows down stairs to try avoiding breathing in the mold and cause health respiratory problems. Due to this we were forced to sleep upstairs on coaches/chairs and ruin the entire week of vacation by leaving early, just because rental company didn't want to do anything to fix the issue. Its stated in contract that we were supposed to be moved if issue was not fixed immediately or be issued a full refund(attached) I have tried being patient but company has just continued to over look there maleficence and ignore my complaint stating that its not a big deal to stay and breath in a home with mold which is unheard of!

  Business Response

  Date: 08/12/2024

  I want to take this opportunity to apologize for the inconveniences you experienced during your vacation. Our goal is to provide excellent customer service and to provide a great vacation experience for every guest that rents with Brindley Beach Vacations. I am sorry that this particular home did not meet your expectations.  Maintenance issues are arguably the most challenging part of the property management business. Items in the homes do break and when that happens all we can do is work as quickly as possible to fix them. I understand you requested a refund of half of the payment for your weeks stay July 28th to Aug 4th at home *** ******** ******t, a 5-bedroom home with private pool in Corolla. Our notes reflect that we received a call from the guest on 7/29 asking for a cleaner to come back to the home and re clean which was completed on 7/29. Also noted was that the refrigerator was not cooling, and the grill was not working. Our maintenance department dispatched a tech to the home the same day.  The tech reported the refrigerator was working fine and just needed to catch up with the changeover of having been empty and then filled with items. The grill needed a new propane tank, and the tech supplied this.  On 8/1 we received an email and call from *** ***** that there was some water in the lower bedroom closet and a damp smell.  Our tech determined it was HVAC and the HVAC company was called.  They serviced the unit on 8/2 and reported that everything was in working order and the floor was dried. Invoice attached Invoice Notes: (Performed diagnostic on the ground level system. Found the ** trap missing a cap on the end allowing water to flow out of the trap and into the floor. Replaced the cap, vacuumed the excess water in the closet. Cycled the system and tested operation. The system is operating at this time **** Charge to Owner).  This home had a guest in before and after *** *****'s visit without incident. We take great care to make sure that everything is handled as soon as possible when reported. Our lease does specify "Brindley Beach will make every effort to correct any problems you may experience in a timely manner. No funds will be returned due to malfunctioning equipment, housekeeping issues, or other Tenant’s dissatisfaction."  We regret that Mr. Waddy is not happy with our response to his many calls and emails seeking compensation. Our team reacted promptly to all of his concerns, and we are truly sorry if it affected his family's vacation.

  Customer Answer

  Date: 08/14/2024

  Lastly... even if a repair was done on 8/2 which it wasn't because carpet was still soaking wet and moldy with strong odor, why was nothing attempted for 5 days, after calling, leaving messages and emailing about the issue?I was never notified or no one showed while I was there to fix this. Our stay was over at that point of 8/2 

   

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

• Initial Complaint

  Date:07/23/2024

  Type:Facilities 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.

  My family and I rented ***** ***** *******" through Brindley Beach Vacation Rentals from July 13, 2024, to July 20, 2024, in Corolla, NC, for ********** Upon arrival, we promptly conducted an inspection, as instructed by Brindley, before 5:00 PM. Immediately, we noticed the pervasive musty odor, excessive heat, and severe dirtiness throughout the house. The kitchen was filthy with old food in the fridge, sink, and dishwasher, and sticky counters. The living room was littered with trash, sand, and dog hair, despite it being a non-dog friendly rental. Furniture was stained, had holes, and was covered in dog hair. The carpets in the bedrooms were heavily stained, and towels and sheets were damp.
  Numerous things broken: ceiling fans, AC, trim, and a fan blade. Closet doors were damaged, and one couch had plywood under it. We contacted Brindley immediately, and after their apologies, a cleaning crew returned to "clean" again, new sheets were provided, and an upholstery cleaner attempted to address the floors and furniture. That night, after re-cleaning the kitchen ourselves, purchasing an air mattress (as downstairs was uninhabitable), using Febreeze to combat the smell, and setting up fans, we settled in uncomfortably.
  The shower revealed mold, forcing us to remove the liner and use the curtain as a liner. Bugs, including roaches, palmetto bugs, and beetles, were found throughout the house, and we endured them crawling on us as we slept. The next day, the malfunctioning hot tub added to our disappointment, with the HVAC technician revealing a broken AC unit and providing temporary window units, resulting in fluctuating indoor temperatures of 70-82°F throughout the week.
  We have been loyal customers of Brindley for years and never encountered such issues. Despite expecting an older, dated house, the unacceptable cleanliness, disrepair, and poor customer service marred our vacation. We request a full refund or, at minimum, a credit of our payment towards a future rental.

  Business Response

  Date: 07/23/2024

  Thank you for bringing the guests' concerns to our attention.  The leaseholder contacted our office on July 13th and indicated they had concerns with cleaning and some maintenance items. Our housekeeping team was dispatched back to the home right away and addressed the guests' concerns that same day. In addition, we contacted an upholstery company to clean all sofas which was completed 7/14 at 2:57pm (invoice attached). Our maintenance tech completed the repairs of concern to the guest.  On 7/16 the guest reported the HVAC was not cooling well and our tech went to install window units to help cool things off.  The owner's HVAC vendor was contacted, and they serviced the unit reporting it was functioning. (invoice attached).  Incidentally, temperatures were in the 90's during the week of the guests' stay and all homes were struggling to keep up with cooling homes.  Brindley was extremely responsive to each of the guests' concerns during their stay. Our goal is to provide excellent customer service and to provide a great vacation experience for every guest that rents with Brindley Beach Vacations.  Maintenance issues are arguably the most challenging part of the property management business.   
  
   
  
  

  Customer Answer

  Date: 07/23/2024

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

  I appreciate your response, and we acknowledge the effort
  made to address our issues. However, these issues remain unresolved during our
  stay. Furthermore, we should not have encountered any of these problems,
  especially when renting a home through a reputable and widely known company.
  Please refer to the timeline below, which outlines our calls
  and the proposed “solutions” during our week at Wild Horse Landing through
  Brindley. The primary concern is that these issues should not have arisen in
  the first place. Brindley's website claims that homes are inspected, and they respond
  to other *** complaints by stating the same. However, when I spoke to the
  manager at the Corolla Brindley office, she mentioned that inspections are not
  conducted, and they only become aware of issues when guests report them. This
  implies that Brindley either had no genuine understanding of the home's
  condition or knowingly allowed us to believe it was in acceptable condition.
  She also mentioned that this was a new rental through Brindley as of this year.
  I find it unacceptable that our entire vacation was marred
  by ongoing issues, discomfort, and the need for constant workarounds just to
  maintain a semblance of comfort. As yearly visitors, I am shocked that a
  company of Brindley's stature has not offered what we consider to be an
  acceptable resolution. We would love to continue renting through this company
  as we have for several years, but if this is the level of customer satisfaction
  we can expect, I assure you it will not happen again, and we will discourage
  others from using this company.
  
  Sat
   7/13 @1618 a call was
  made to addresses the smells, housekeeping issues and maintenance issues
  7/13 @1658 we received an incoming call from the upholstery
  company asking if they could come another day and we asked that they come that
  day because we couldn’t use the furniture. Housekeeping and upholstery company
  came and “redid” their work.
  That night was when we realized the ac unit was not working.
  ---------------------------------------------------------------------------------------------------------------------------
  Sun
   7/14@1038 we called
  and left a voicemail to let them know the ac wasn’t working. No return call was
  received.
  ---------------------------------------------------------------------------------------------------------------------------
  Mon
   7/15 This day maintenance
  tech came and fixed the broken light, broken trim, closet doors and stated the downstairs
  unit was not working and they would have to send out another company to repair it,
  but he did place 2 window units in the downstairs. The tech also said the
  upstairs unit wasn’t working properly due to the overheating downstairs, but it
  should catch up with the window units now in place. Which it did not.
  @2018 we came back from the beach and another voicemail was
  left for Brindley that the ac was still not working. No return call was received.
  ---------------------------------------------------------------------------------------------------------------------------
  
  Tue
   7/16@0937 a call was
  made to Brindley again and we spoke with someone who said they would send
  someone as soon as possible.
  ---------------------------------------------------------------------------------------------------------------------------
  
  Wed
  7/17starting @1619, three calls were made to Brindley after
  we returned from the beach and to let them know the ac upstairs and downstairs
  were still not working, and the house was 78-80 degrees. We never received a
  call back.
  
  ---------------------------------------------------------------------------------------------------------------------------
  Thur
  7/18 The HVAC vendor finally came around 1230 and fixed the
  ac issue for the last 2 days of our vacation. 

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

  Business Response

  Date: 08/01/2024

  We understand your position and request.  Home maintenance issues are not in our control and as specified in the lease, we do not refund money for these type of issues. Brindley Beach responded promptly to all your concerns by fixing each item. Our maintenance team documented all the items with photos showing they were fixed. In addition, the homeowner spent almost **** to clean the upholstery and service the HVAC in the remote 4-wheel drive area during your stay. If you read the invoice, please note his comments back to Brindley "I responded to no cooling for the lower-level system. I found the air handler working. The heat pump was calling but wasn’t running. I had high and low voltage. I found the condenser fan motor wire was off of the relay. I pulled the power and reconnected it. When turning the system back on it worked fine".  Our cleaning team also came to re-clean the home immediately. We regret that you remain unsatisfied with our response.

  Lease Terms:
  TENANT ASSUMES RISK: Brindley Beach will provide the Premises in a fit and habitable condition and will make reasonable efforts to correct any problems you may experience in a timely manner. Tenant understands, acknowledges and agrees that Tenant has been given the opportunity to personally inspect the Premises prior to executing this Agreement. Tenant understands and agrees that if the Premises is habitable and fit for occupancy, Tenant assumes the risk that the Premise may fail to meet Tenant’s expectations or may have minor defects. Tenant agrees to provide Brindley Beach prompt and reasonable notice of any safety hazards or defects in the Premises or the need to repair of the Premises that Tenant discovers during Tenant’s tenancy. Tenant further agrees that Brindley Beach, the Owner or their respective representatives may enter the Premises during reasonable hours to inspect the Premises, to make such repairs, alterations or improvements thereto as Brindley Beach or Owner may deem appropriate. Brindley Beach will make every effort to correct any problems you may experience in a timely manner. No funds will be returned due to malfunctioning equipment, housekeeping issues, or other Tenant’s dissatisfaction.

• Initial Complaint

  Date:07/24/2023

  Type:Billing 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.

  Rented a home to us without operable AC and a special needs child suffered a sezione due to the heat. The wanted to move us to a home that was not at all comparable to our needs and what we rented. They are refusing to compensate any money for what we are enduring and the additional money we are spending to make different arraignments.

  Business Response

  Date: 07/25/2023

  This guest is still staying at the property. The air conditioner failed and we immediately had a vendor go to the property. The tech temporarily repaired level 2 however the unit for level 3 has to be replaced and is on order. Our property manager has had many conversations with the guest via phone and email with offers to refund or move to another property. The guest has declined all offers and actually stated in writing that she wanted to stay at the house. Seems she is not happy with any alternative houses available and is expecting to be refunded and allowed to stay at the house for the remainder of her week for free. Brindley Beach and the property owner have been trying to solve this matter.

  Business Response

  Date: 08/01/2023

  Brindley Beach and the guest have come to a resolution and just awaiting finalization. 

  Customer Answer

  Date: 08/02/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:10/22/2022

  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.

  Check-in Friday, October 9, 2022
  Reservation Total ******** When we are choosing a vacation rental, we base our decision on the safety of the property, its advertising and the accessible amenities that are in the package. Our complaint requesting cancelation, and refund are about the false advertisement of inaccurate listings, as well as, notifying the agency about several unsafe/unsanitary conditions associated within the home dwelling. Upon arrival, I inspected the home and immediately notified the agent of our concerns. The agent did respond quickly however, it did not resolve the safety issues within the home. I met with the agent and addressed concerns. As well as requesting to cancel our reservation due to safety and unsanitary concerns. I was told nothing else was available. So we had to make the necessary precautions. The washing machine was leaking making a very loud banging sound when it was running. We had no other choice but to hand wash clothes until a new washing machine was delivered (at the end of our vacation) We were not able to use the fridge during the entire trip. The groceries we purchased had to be used immediately and what wasn't had to be tossed out because the kitchen fridge was over freezing causing it to leak onto the kitchen floor; and, not keeping our groceries safely cool. The dishwasher overflowed the last tenet dirty dishwasher onto the floor. I spent the morning cleaning filthy water. The six bikes that were advertised and included with the rental listing were beyond rideable. Finally, as we were gathering our things together to leave, I noticed a leak under the sink with a tray of water collecting overflowing water onto the bottom cabinet, causing standing water. This is another safety concern which, that homeowners may not be aware of the safety and health guidelines/codes since they may not be inspected, or maintained properly by keeping sanitary and electrical equipment in safe working condition. Safety is a priority!

  Business Response

  Date: 11/01/2022

  In reference to the complaint received we did not receive any callback of unsanitary conditions. Housekeeping was available to go back to the home to address any cleaning issues should they have been reported. The guest did call in about the bikes which we sent a tech immediately to address, work order was closed out by tech as follows;
  
  'I was able to repair all but two bikes, taking one bike for repairs at Ocean Atlantic rentals. other bike is irreparable and will need to be replaced. sent pictures to *** in an email. Work order not complete, ****** on work order.
  
  Dropped off bike at Ocean Atlantic rentals, will pick up Thursday morning and deliver. they are closed on Wednesdays.
  
  Dropped off bike. All repairable bikes now working. work order complete, ****** on work order.'
  
  October 12 the guest reported the following and we responded promptly to address these issues;
  
  -ML washing machine had water around the floor. Thudding noise along with it too.
  
  -TL kitchen fridge not working - guest moved all food to downstairs.
  
  -TL kitchen dishwasher stopped draining.
  
  -TL kitchen ice dispenser leaking from the freezer side.
  
  This work order was sent to the appliance vendor ** *** ********* *** who responded and work order closed out as follows;
  
  'Fridge - Installed new ice door kit and cleared all vents. Unit now operating correctly Dishwasher - Installed new pump and unit operating correctly.'
  
  The washing machine was not repairable so we worked with owner and the appliance company to get it replaced as quickly as possible. There is a delay on getting appliances and parts but we did get it replaced during their week.
  
  The leak under the kitchen sink was sent to a plumber as the valve was leaking. This was reported to us on guest departure and was addressed promptly once reported to us.
  
  We worked and responded to the issues reported to us by the guest with prompt service. Most issues were resolved and there was no report of any cleaning issues from the guest who reports of unsanitary conditions in this complaint. This home has been occupied since early April with no open weeks and no significant complaints of unsanitary conditions or home not as advertised. Maintenance issues are arguably the most challenging part of the property management business. Items in the homes do break and when that happens all we can do is work to fix them for you. All calls are important to us and the repair time can vary depending on the emergencies that occur at any given time. We do our part to offer the service and handle any problems reported which is what we did in this case. Unfortunately, the guest was dissatisfied with our service and did not like the house.
  

  Customer Answer

  Date: 11/04/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  Brindley Beach Vacation & Sales's response is unacceptable; as they continue to repeat themselves and minimize the sincere level of concern and issues my family and I experienced.
  
  
  
  
  
  Brindley Beach Vacation & Sales statement: "Unfortunately, the guest was dissatisfied with our service and did not like the house".
  
  
  
  
  
  This is not an accurate statement that has been given by Brindley Beach Vacation & Sales; as, I would rent this house again, if it was under new management and compliantly inspected properly, Furthermore, as stated in my email, my wife left something special for housekeeping which included a tip and treats.
  
  
  
  
  
  Here is a list of my complaints/dissatisfaction resulting in a request to cancel the reservation; as well as a refund about the standard of the unsafe/unsanitary conditions associated within the dwelling property. (Which is not a housekeeping concern or a dislike of the home.) As follows: The dishwasher overflowed filthy dishwasher fluid onto the floor. The kitchen fridge was over freezing, causing the fridge to leak onto the kitchen floor, as well as not keeping our groceries safely cool. In addition, the six bikes that were advertised, and included in the rental listing, were beyond rideable. This is Brindley Beach Vacation & Sales responsibility. I contacted and met an agent at Brindley Beach Vacation & Sales to cancel my reservation, but was informed that unfortunately, nothing else was available.
  
  
  
  
  
  When I was choosing a vacation rental to surprise my wife I based my decision on safety, and access to the things she enjoys; such as bikes, kitchen, and location for the reason I stated in detail to an agent in an email, this trip was a surprise to my wife, who is under the care of her physicians. My wife is also a caregiver to our daughter; who is diagnosed with cerebral palsy and hydrocephalus; as well as her father, that has prostate cancer and her brother, who has mental challenges due to spinal meningitis. This week was for her to relax and enjoy the place she loves and do what she loves... cooking and hosting meals for her family; and, bicycling with family to her favorite places in Duck and Corolla. Unfortunately, the week I anticipated was not as advertised. I spent my hard-earned money on Brindley Beach Vacation & Sales; who falsely advertised inaccurate listings, as well as operating unsafe electric equipment. Safety is a priority!
  
  
  
  Brindley Beach Vacation & Sales response: "The washing machine was not repairable" and "There is a delay on getting appliances and parts"!!
  
  
  
  
  
  In answer, during the week of our stay, my wife hand-washed dirty laundry until a new washing machine was delivered (at the end of our vacation) (which was also again, was not a housekeeping concern.) The washing machine was unsanitary, and a safety hazard to be in use. It made a very loud banging sound when it was running; and, sounded like it was on the verge of breaking down. These further details the level of concern, as well as the issues my family and I experienced. Brindley Beach Vacation & Sales is operating unsafe, and unsanitary electric equipment. Safety is a priority!
  
  
  
  
  
  The dishwasher overflowed unsanitary dishwasher fluid onto the floor; so, to prevent a hazard or water damage to the property, I immediately acted, and spent the entire morning cleaning the filthy water that overflowed onto the floor; as well as, along the cabinet. (Which is also not a housekeeping concern.)
  
  
  
  
  
  Brindley Beach Vacation & Sales response per The Appliance Guy: "Dishwasher - Installed new pump and unit operating correctly.'
  
  
  
  
  
  In answer, we took necessary precautions and avoided the use of the dishwasher.
  
  
  
  
  
  We were not able to use the fridge during the entire trip. The groceries we couldn't use in one sitting had to be tossed out because, as I stated before, the kitchen fridge was over freezing therefore causing it to leak onto the kitchen floor; and, not keeping our groceries safely cool.
  
  
  
  
  
  Brindley Beach Vacation & Sales per *** ********* *** ******* - Installed new ice door kit and cleared all vents. Unit now operating correctly." "Kitchen fridge not working - guest moved all food downstairs"
  
  
  
  
  
  In answer, this is the first time we have heard back concerning the repairs made to the fridge by Brindley Beach Vacation & Sales. This issue was never resolved; as the fridge continued to over freeze, causing it to leak onto the kitchen floor; and, not keeping our groceries safely cool. I can't stress this enough... I rented to have access to a kitchen, but a kitchen without a fridge... seven days without a safe working fridge... is unacceptable!! It is Brindley Beach Vacation & Sale's responsibility to keep it in safe working order. The mini fridge is three floors down; which only stored my bait for fishing. It was not meant for my wife and family to walk three floors' downstairs to have use of a kitchen fridge. This is unacceptable!!! There was never any communication of a work order completed. Brindley Beach Vacation & Sales emailed us in response to say they were aware of the issues however; no feedback was ever received. The only time we knew anything was being repaired was at the end of our vacation. It wasn't until we came back to the rental, that we noticed a new washing machine was installed, and one bike returned.
  
  
  
  
  
  The six bikes that were advertised and included in the rental listing were beyond rideable.
  
  
  
  
  
  Brindley Beach response per tech 'I was able to repair all but two bikes, taking one bike for repairs at Ocean Atlantic rentals. other bike is irreparable and will need to be replaced. sent pictures to *** in an email. Work order not complete, ****** on work order.
  
  Dropped off bike at Ocean Atlantic rentals, will pick up Thursday morning and deliver. They are closed on Wednesdays.
  
  Dropped off bike. All repairable bikes now working. work order complete, ****** on work order.'
  
  
  
  In answer, unacceptable!!! Two out of six bikes were repaired, and the third bike was later delivered at the end of the week; therefore, there were not enough bikes available as advertised, to enjoy bicycling with family to our favorite places in Duck and Corolla.
  
  
  
  
  
  As we were gathering our things together to leave the vacation, I was putting away the dishwasher detergent under the sink; where, I noticed a tray of water that was overflowing onto the bottom cabinet causing standing water.
  
  
  
  
  
  Brindley Beach Vacation & Sales response: "The leak under the kitchen sink was sent to a plumber as the valve was leaking. This was reported to us on guest departure and was addressed promptly once reported to us."
  
  
  
  
  
  In answer, this is another safety concern that shows that the owners may not be aware of the safety and health guidelines/codes since the home may not be inspected properly.
  
  
  
  
  
  Brindley Beach Vacation & Sales did its part in answering my emails; however, implementing the reported concerns was not until the end of our stay. There was never any communication of a work order completed; nor, any feedback ever being communicated. The only time we knew anything was being repaired was at the end of our vacation.
  
  
  
  
  
  The fridge and bike issues were unresolved, and the washing machine was also not completed until the end of our stay. As for the dishwasher, we took precautions to not use it.
  
  
  
  
  
  Every concern reported was met with the same repeated statements, to justify and minimize the sincere level of concern and issues my family and I experienced. However, through Brindley Beach Vacation & Sales responded statements, they confirmed and acknowledged our concerns as accurate.
  
  
  
  
  
  In closing, everything mentioned in my complaints is not just unnecessary broken items. There was a high level of concern and issues, which includes: the standard of safety and operations of the washer, fridge, dishwasher, and the listed and advertised six bikes; which my family did not have access to, I'm requesting a refund.

  Business Response

  Date: 11/23/2022

  I have left a message with guest to discuss resolution .

• Initial Complaint

  Date:09/05/2022

  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.

  Our week stay (8/27-9/3) at****n Corolla,managed by ******** Beach Rentals, was disappointing to say the least.
  I complained from day 1 about:
  none of the TVs worked and for our entire stay we couldn't watch tv in any room.
  The ridiculously nasty amounts of spiders and cobwebs outside the house and on the outdoor furniture when we pulled up was disgusting and 1 of my family members was bitten by a spider and required medical treatment. We purchased spray to combat the spiders inside 😳
  
  One of the top upper bunk mattresses had a dark red stain on it that looked like blood and the others had so much hair on the sheets and pillowcases we had to wash them before we felt comfortable sleeping on them.
  There was no mop or other cleaning items for us to do daily tidying up. All the shower curtain liners were mildewed and disgusting. (They sent cleaners backwater 2 days with new linersbut the didn't come and clean)
  The house wasn't clean or in a rentable condition.
  The owners or ******** needs to have a power washing schedule for houses where spiders and cobwebs are a know issue and hire a new cleaning company..one who actually cleans, uses an actual mop not damp towels to clean the floors and changes the shower curtain liners.
  I have all my emails but need to scan them to upload them.

  Business Response

  Date: 11/30/2022

  Business Response /* (1000, 8, 2022/09/20) */
  I apologize for the delay in my response to this complaint.
  
  I had to speak with maintenance, housekeeping and the property manager to gather all the details. Per our housekeeping manager we did replace the shower curtains and a crew was sent out to reclean the property. While I realize this should not have occurred we called for a crew to go back as soon as possible.
  
  As for the TV, since it was a problem with Direct TV we were at their mercy for repairs. The owner is offering refund for this inconvenience and ******** Beach will refund your cleaning fee charge.
  
  Please know your business is very important to our company and we hope to have another opportunity to be of service to you.
  
  
  Consumer Response /* (2000, 10, 2022/09/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The amount of the refund is laughable compared to the money we spent on this rental and the usability of the amenities that were listed. We are accepting and moving on but I re-iterate that future renters should steer clear of ******** Beach and the Color & Sound ******* property specifically!

• Initial Complaint

  Date:08/29/2022

  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.

  We arrived to our rental home on Saturday 8/20/22, our first impression was this isn't the house we rented. The outside didn't look anything like the pictures on the rental website. The inside of the home was dirty, there was a bag of garbage left on the back deck, the pool had a glass lightbulb floating in it, solo cups and straws at the bottom all of which we had to remove. The pool was cloudy and green, my husband and brother in law spent hours cleaning the sides of the pool to make it usable, the filter and pumps did not run as they should so it was difficult to clear up the water. One of the beds had a huge stain on the mattress and no one had put the sheets on the bed so it was visible and gross. The chairs on the decks were filthy and not able to be sat in. The grill was disgusting and only some of the burners were working, again we spent a significant amount of time cleaning the grill and trying to get the burners to work. There were large strings of dust hanging in the kitchen and mold in the bathrooms. We selected this house for the hot tub, it was empty when we arrived. We stopped down to ******** Beach Sunday, the morning after we arrived, to let someone know about our concerns and unhappiness with the house and we were greeted by someone who really didn't care about anything we had to say, she repeated I'm sorry we can send someone over. It was condescending, it wasn't just one issue that needed to be corrected, the whole house was disgusting. We did agree to the pool, hot tub, garbage removal, furniture cleaning, grill repair. The pool people did show up and backwashed the pool but it didn't clean up the pool, the filter system did not work as it should. The hot tub was unable to be repaired which was unacceptable as that was one of the reasons we selected this home. It was a significant amount of money to spend. We made all our payments timely and kept our end of the agreement, this house did not uphold their end of the rental agreement.

  Business Response

  Date: 11/30/2022

  Business Response /* (1000, 5, 2022/09/06) */
  We did receive a call from the guest reporting the hot tub was empty on Sunday. The pool and spa vendor was notified and responded to clean the pool and a new hot tub was delivered on Tuesday. We also received a work order for the grill not lighting. Our maintenance tech responded to call but guest had already gotten the grill lit. No other work orders called in during the week of occupancy. Maintenance items are always one of our biggest challenges and we do try to respond to issues in a timely manner. The owners contract with their own pool and spa vendors who should report any major issues to us and the owners so we can advise the guest of same. Our apologies that we did not realize the hot tub was not functioning upon guests arrival on Saturday.
  
  
  Consumer Response /* (3000, 7, 2022/09/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  A new hot tub was never delivered, it remained empty and closed the entire length of our stay. We did not call with issues we went right to ******** Beach so they do not have the correct stay they are looking up. The house was disgusting, the pool was unacceptable, the hot tub NEVER worked and was always empty. ******** Beach advised they would send someone to clean the deck furniture so we would be able to sit out on the decks, that never happened, they said they would send someone to pick up the trash that was left on the deck, that never happened we had to remove the trash from prior renters. I reached out to ******** beach with an email multiple times and never received a response, even after requesting to be contacted through their own satisfaction survey. They have only addressed the pool and hot tub issues which were two of the many issues, and they did not even provide a correct resolution. A new hot tub was NEVER delivered, we were told by the pool and spa company, on Tuesday, that they needed a part they had to order and it would not arrive before our check out time. Again, we made all our payments timely and left the house in better condition than we found it, they did not uphold their end of the contract by providing a clean house with all the amenities included in the listing. Yes, we got the grill to work with some of the burners but it was filthy and only partially worked. It was really disappointing how gross and overpriced this house was. We lost an entire room because none of the kids would sleep in a room with huge stains on the mattress, since the beds weren't made and they did not have mattress pads on the beds it was fully visible. They should be ashamed to have their company name associated with this rental home. The response provided is unacceptable, we should be refunded part of what we paid for that home since it did not uphold their end of the contract. This is the third home we have rented through ******** Beach and am very disappointed with how this stay went. We rented the Grande Ritz Palm and spent almost ******* on that house for one week, while this house was smaller because we had less people we expected the same level of cleanliness and use of the amenities listed on the website and on our contract.
  
  
  Business Response /* (4000, 9, 2022/09/20) */
  Guest was contacted directly to discuss issues and resolution.

• Initial Complaint

  Date:08/16/2022

  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.

  SUBJECT: Carolina Frog, ****** ********* Road, Kill Devil Hills, NC, Reservation # XXXXXX.
  
  We rented the Carolina Frog (Property KD7), through ******** Beach ********* and Sales, starting at 4:00pm, ****** to 10:00am, ********
  
  Upon arrival on August 7, 2022, to our disgust, we noticed the unit, ******** Frog, was filthy. The house smelled awful, the showers were not cleaned, toilet plunger with toilet paper on it, the floors-brown dirt stains in the corners, the dishwasher smelled like a toilet, the furniture -dirty with stains, the sliding doors looked like black mold growing, the return vents-dirt & dust, drapes- brown stains, black mold looking material was all along shower door tracks & frame and doors, & the garage was a mess, and the trash can lid had dried on fluids & other dark matter in the bottom. Photos were taken of all. After driving all day, tired & disgusted, my wife went & bought cleaning supplies to clean the house. I immediately called ******** Beach & reported it. I outlined everything & was told to "make a list." No one was sent to clean the Unit.
  
  On August 11, 2022, my daughter discovered her suitcase was full of water. She then noticed a hole in the ceiling. I immediately notified ******** Beach Management ****** I subsequently received a call from *****, who sent ***. *** advised "there's there's nothing wrong at all, it's perfectly fine." *** then advised me that "if it starts to leak again, get a trash can from the bathroom & use the bathroom trash can."
  On August 12, 2022, Grand Plan arrived & confirmed this to be a year long issue, however they have been denied access. They also noticed the water spreading. My daughter's clothes & shoes were stained from the dripping colored water. The health concern from the water alone is very alarming. No parent would ever want their child to wear anything that could harm them. The *** and owners have mis-managed and neglected this property, which is now a public health and safety issue.

  Business Response

  Date: 11/30/2022

  Business Response /* (1000, 5, 2022/08/23) */
  We are responding to the guest that occupied one of our rental properties the week of 8/7/22 to 8/14/22. The guest did call our office upon arrival at 4:58pm to report some cleaning issues at the house. The guest spoke with our property manager who offered to send a cleaning team back to take care their concerns. This offer was declined as guest stated wife was on her way to Walmart to purchase cleaning supplies to do it herself because they were having company over for dinner. In addition, there was a report of one broken toilet seat which was repaired the following day at 12:25pm after calling guest to let them know of our arrival. Property manager did not hear back from guest the following day as she requested they call her if anything additional was needed. On 8/11 a leak was reported in a bedroom closet. Our maintenance supervisor went to home and found a pin hole leak in the 3rd level bedroom closet. This home is under HOA rules so the homeowner was contacted and bucket placed in closet to catch any water until repairs could be made. Our staff did not witness any major damage to property or personal clothing. We did address all items in a timely manner and we sincerely apologize for any inconveniences you encountered.
  
  
  Consumer Response /* (3000, 7, 2022/08/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The response does not address ALL allegations of neglect and health concerns as I mentioned; specifically, in reference to the water damage and uncleanliness of the property. Again, management failed to admit this was an ongoing leak, as confirmed by the company (Grand Plan) sent by the HOA, that went on for a year. How then, can this be minimized as a pinhole, and "no major damage to property or personal clothing." There was NO inspection or request of inspection by management, as by their own admission, they cannot access the entire property. The customers concerns (ours) have been again minimized by ******** Beach and ignored, as if customers do not matter. This is another discrepancy to ***** ********* posting on his website. Lastly, of course, no mention of a refund. This is a generic, incomplete response, and I have yet to receive a phone call from anyone since this complaint was filed. This company continues to ignore customers, minimize your concerns, neglect property and health concerns of customers, but will quickly take your money and excuse any concern with the fact that "summer is a busy season." Go to ******** Beach at your own risk. Again, I request and recommend the ***** ***** inspect the property and the results of the inspection be made public.