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Business Profile

Vacation Rentals

Topsail Realty by Carolina Retreats

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Vacation Rentals.

Complaints

This profile includes complaints for Topsail Realty by Carolina Retreats's headquarters and its corporate-owned locations. To view all corporate locations, see

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Topsail Realty by Carolina Retreats has 2 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:09/21/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 a vacation home from ******** ******** for the dates of Aug. 6, 2022 through Aug. 13, 2022. Upon arrival to the house in the afternoon of Saturday Aug. 6, we noticed that the house was very warm. We checked the thermostat and saw that it was set to a temperature of 75. Per the checkout instructions for the home, the thermostat should have been set to this temperature by the previous tenant. So, we lowered the temperature to 72 degrees and began unpacking and getting settled in the house. Around 8pm, we noticed the house was still very hot. Upon checking the thermostat, we realized the inside temperature was 79 degrees despite the AC being turned on for a few hours. We alerted ******** ******** via text (per email policy/request) at that time. After not receiving any response for about 24 hours, I again alerted ******** ******** via text around 7pm on Sunday Aug. 7. A response to my text messages eventually came in around 3pm the following day, Monday Aug. 8. The response indicated an HVAC technician would stop by to assess the issue. The response also mentions that window units would be provided if the issue continued.
      On Wednesday, Aug. 10 around 2pm, I sent another text message to ******** ******** as we had not seen any technicians at the house. At this time, we were told we were on the technician’s schedule for that day (Wednesday), five (5) days after initially alerting ******** ******** to the issue. The temperature in the house continued to be within a few degrees of the outside temperature (about 80-85 degrees F) at all times.
      When the technician arrived onsite, he assessed the system and concluded that air was escaping the house via a large hole in the roof of the house, visible from the living area. We have photos of the hole in the house.
      There was no remedy offered for the climate of the house. We did not receive a window unit as promised. The house continued to maintain a temperature of around 80 degrees F during our entire stay.

      Business Response

      Date: 09/28/2022

      Hello,

      Yes the guest complained about the A/C not working properly. We contacted an outside vendor. They went to the home and assessed the HVAC unit. HVAC vendor stated unit was working properly and the air coming from the vents was 55 degrees. We gave the customer a customer satisfaction credit of $200 for any inconvenience they experience.

      Customer Answer

      Date: 09/28/2022



      Complaint: ********



      I am rejecting this response because:

      The technician also noted that the temperature in the house was 80+ degrees F. He noted there was a large hole in the house near the roofline where any cool air being pushed out of the HVAC was escaping. There was no attempt to repair the hole which was also exposing the house to outside elements. There was evidence and water damage that indicated this hole had been present for some time yet not addressed. We could not have been the first tenants to alert you to this issue based on these facts. The $200 ‘credit’ was less than 5% of the total charge and an unacceptable value given the condition of the house and lack of climate control. Not repairing a large hole in the house is completely negligent. We would have chosen another house had we known about the issues in advance. 




      Sincerely,



      ****** ****

    Topsail Realty by Carolina Retreats is NOT a BBB Accredited Business.

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