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:06/27/2024

  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.

  We rented a home from Joe Lamb Jr in May 2024 from 5/23 to June 1st and it was the worst home and experience of any rental company or any company for that matter that I have ever dealt with. They did not follow up with us about the long list of problems, I was constantly having to contact them for updates just to get ignored. I am attaching pictures and the complaint I filed with them. I have copies of the emails I can send showing no responses from them as well as call logs showing when I called. I even asked to speak to the highest ranking official there or the owner but never was put in contact with them.
  All we asked for was half of the money we spent on the stay because frankly after the experience and how we were treated we should have gotten a full refund. In their response they claimed the owner denied all wrong doing and they only offered us **** which is insulting but even in order to get that they are saying I have to sign a release form saying that I will not seek any further action against them or leave negative comments, which tells me they know they are guilty. I can provide all of those as well.
  I think the way we were treated in completely unacceptable as well as how little they disregard their customers. To make it worse, we were a first time customer of theirs. I will also be happy to discuss any of this by phone and with their management if you can even get a response from them.

  Business Response

  Date: 07/03/2024

  Dear *** *********
  
  Thank you for letting us know about your recent rental
  experience with *** **** *** * *********** We're sorry to hear about the
  issues you encountered during your stay.
  
  We understand your frustration with the delayed
  response regarding your request to extend your stay. We apologize for any
  inconvenience this caused and will review our communication process to improve.
  
  Regarding the condition of the rental property upon
  your arrival, we regret that it did not meet your expectations. We take
  cleanliness and maintenance seriously, and we appreciate you bringing these
  concerns to our attention during your stay. Immediate actions were taken to
  address the issues, including arranging for pest control.
  
  In response to your request for compensation, our
  offer was made in good faith based on the circumstances. The release form is a standard
  procedure and is meant to ensure a smooth resolution.
  
  Your feedback is important to us, and we are committed
  to resolving this matter to your satisfaction. Please feel free to contact us
  via email if you would like to discuss this further.
  
  Sincerely,
  *** **** *** * **********

  Customer Answer

  Date: 07/12/2024

  ***** ***** ****** *********************
  ***** ********** **** *** **** ******** **
  *** ********************** ************************* ******** ******* ************************
  *** ******** ******* ************************* *** ***** ******************** *** **** ***********************
  ******** *** ******* ** ****** **********
  
  Hi ******
  
  As you are aware the owner has refused to refund you any money,
  denying any wrongdoing. However, our company has offered a return of ****. plus
  taxes.
  
  Please let us know if you are going to sign the release. I look
  forward to hearing from you.
  
  Sincerely,
  
  
  
  
  
  
  ***** ******
  ************ *******
  *** **** ** * *********** ***
  ************* **** ***
  *****************
  
  
  ***** ***** ******
  ***** ******* **** *** **** **** **
  *** **********************
  *** ***** ****** *********************
  ******** ******* ** ****** **********
  
  
  Hi ******
  
  Please find attached the Release of Claims for
  Reservation #******* ******** ****. Please print and sign this document and
  send back to me. When I receive the signed release of claims, I can process the
  refund in the stated amount. 
  
  
  Thank You,
  
  
  
  
  
  
  ***** ******
  ************ *******
  *** **** ** * *********** ***
  ************* **** ***
  *****************
  
  

  ***** ***** ******** ************************
  ***** ******* **** *** **** ******* **
  *** ***** ****** *********************
  ******** *** ******* ** ****** **********
  
  I'm
  not signing that. When I was told about the refund nothing was mentioned about
  signing any forms or releasing you from any wrong doing that took place.
  
  ***** 

• Initial Complaint

  Date:08/28/2023

  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 rented property **** ** **** *****, from 7/23/23 to 7/30/23. During that time we experienced several major issues with the property that truly ruined our vacation.
  This management company and/or homeowner(s) have failed to deliver a safe and habitable home for rental. I am requesting a full refund in the amount of *********
  1.) Front door handle was rusted and broken which cut a guest (myself).
  2.) Home was infested with cockroaches. Roaches were spotted in every room of the home each day. This necessitated us to keep our food items in large sealed storage bins during our stay to try to avoid contamination as well leaving unable to use the kitchen without fear. We also had to keep our personal belongings in closed suitcases our entire visit to assure we would not transport these home.
  3.) Most concerning, we found there was live electrical current running through an exterior wall at the main deck area and master bedroom interior wall. My child discovered this as he was electrocuted upon leaning against this area. I checked this out and was electrocuted myself. We immediately notified the management company as each of these incidents occurred. Pest control company was sent, they sprayed the entire house with a poisonous liquid while weren't there and did not warn us to stay out of those areas or keep our young children away from the poison. We discovered this on our own. This did not help at all as the bugs persisted for our remaining stay. A handyman was sent to check the electricity which he verified and was very alarmed about and had an electrician sent. The electrician came and "temporarily" fixed the issue and simply told us to not worry about the remaining house. We later discovered a charred electrical outlet on the lower deck near the hot tub indicating a previous fire in that area. A Joe Lamb rep declined to relocate us and told us to write to them after our stay to request a refund for our stay from the owner which we have done to no avail.

  Business Response

  Date: 08/31/2023

  ********* *** ********
  ******** ******* **** ** **** ***** * **** ***
  ****** ****** ******* * *******
  
  
  Dear ****
  
  
  I hope this letter finds you well. We appreciate your role
  in mediating consumer disputes and providing a platform for us to address the
  concerns raised by the customer regarding their recent vacation rental
  experience at **** ** **** ***** (Unit 212). We take every complaint seriously
  and aim to ensure our customers have a safe and enjoyable experience during
  their stay.
  
  First and foremost, we would like to express our sincere
  apologies to the customer for the unfortunate experience they had during their
  stay at the property mentioned above. It is disheartening to hear that their
  vacation was marred by the various issues they encountered.
  
  In response to the specific concerns outlined in the
  customer's complaint:
  
  Front Door Handle: We
  acknowledge that the front door handle was rusted and broken, leading to
  an unfortunate incident where a guest sustained a cut. As soon as this
  issue was brought to our attention, we dispatched a maintenance team to
  address the door handle, which was replaced. We understand the seriousness
  of such safety concerns and immediately rectified the situation. The
  proprietor will handle any medical costs from this incident via the
  insurance provider.
  
  Cockroach Infestation: We
  deeply regret that a cockroach infestation compromised the customer's
  stay. We promptly arranged for a professional pest control company to
  treat the property comprehensively. The property was treated with a
  pesticide to eradicate the infestation. However, the treatment did not
  fully resolve the issue to the customer's satisfaction, and for that, we
  apologize.
  
  Electrical Issue: The
  presence of live electrical current in the exterior wall and primary
  bedroom interior wall is a matter of utmost concern. We swiftly sent a
  handyman to assess the situation and an electrician to perform necessary
  repairs. The electrician addressed the issue and implemented a temporary
  solution to ensure safety. We also acknowledge the customer's discovery of
  a charred electrical outlet, indicative of a previous fire. This discovery
  is deeply troubling, and we have taken this into account as part of our
  response. The proprietor will handle any medical costs from this incident
  via the insurance provider.
  
  Upon reviewing the situation, we acknowledge that our
  initial efforts to address the customer's concerns were unsatisfactory.
  However, it is important to note that we took immediate and appropriate action
  by sending professionals to address each issue as they were reported.
  
  As part of our commitment to customer satisfaction, the
  owner authorized us, as their agent, to refund the customer a partial refund
  equivalent to one night's stay (amounting to $923.57) plus applicable taxes.
  Regrettably, the customer declined this offer, indicating their dissatisfaction
  with the extent of the refund. While we understand their disappointment, it's
  important to clarify that our ability to provide further compensation is
  limited by the policies set forth by the property owner.
  
  In conclusion, we want to assure the Better Business Bureau
  and the customer that we took their concerns seriously and responded promptly
  with our available resources. We regret that the customer's vacation experience
  did not meet their expectations, and we understand their frustration. However,
  given the steps we have taken and the constraints we are operating under, we
  believe our offer of a partial refund is fair and reasonable.
  
  We remain committed to ensuring the satisfaction and safety
  of all our customers and will continue to address concerns with diligence and
  integrity.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  ******* ****
  Marketing Coordinator
  Joe Lamb Jr. & Associate
  
  

  Business Response

  Date: 09/14/2023

  Dear
  Sir/Madam,
  
  I
  trust this message finds you in good health. We want to express our gratitude
  for your vital role in helping consumers and businesses find common ground, and
  we take the concerns voiced by our cherished customers seriously. We're
  reaching out in response to ****** ****** Immler's complaint regarding their
  recent experience with our vacation rental services.
  
  First,
  we sincerely apologize again for any inconvenience or disappointment ****** ****** Immler may have encountered during their stay at one of our properties.
  Our dedication is to offer top-notch vacation experiences, and it's genuinely
  disheartening to hear that we fell short of meeting their expectations.
  
  Regarding
  the specific issues raised in ****** ****** Immler's complaint, we would like
  to address each point individually:
  
  Contact Information for Property Owners: We understand Ms* ******** frustration with our
  inability to provide direct contact information for the property owners.
  Please be aware that we manage the rental process and guest experience,
  the property's maintenance remains the owner's responsibility. We did,
  however, convey Ms* ******** concerns to the
  property owner and acted as an intermediary in their communication.
  
  Issues with Property Condition: As far as the allegation of
  violating the North Carolina Vacation Rental Act, Article 1, Section
  42A-31. We take these allegations seriously and are committed to
  addressing any property maintenance or safety shortcomings with the
  property owner. Previous guests staying in this property did not report
  having this kind of experience.
  
  Request for
  Relocation: We
  understand that *** ****** sought relocation during their stay and that
  this request was denied by the property owner. Our representative
  addressed their concerns adequately and within 2 hours of reporting. Any
  delay in resolution was not a stall tactic. We sincerely apologize if it
  seemed that way.
  
  Full Refund
  Request: We
  have noted that *** ****** is seeking a full refund and that the property
  owner has declined to provide a full refund, citing the involvement of
  their insurance company if necessary.
  
  We deeply regret any inconvenience
  ****** ****** ****** has experienced and will continue our efforts to ensure a
  positive outcome. We appreciate the opportunity to address these concerns and
  work towards a fair resolution.
  
  Don't hesitate to
  contact our management department at [email protected] if you or *** ****** require further
  information or assistance. We remain dedicated to providing exceptional service
  to all our customers.
  
  Sincerely,
  
  ******* ****
  Marketing
  Coordinator

  Customer Answer

  Date: 09/15/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  I will continue to seek full reimbursement for the amount paid for this vacation rental. Our family was physically injured, emotionally distraught, and days of our vacation ruined in dealing with these issues.

  If our request for refund cannot be met through this method of arbitration, we will continue through legal council. 
  
  
  Sincerely,
  
  
  
  ****** ****** ******