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:06/10/2025

  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 attempted to rent from Big Fish Rentals on 6/5/25 for two nights on Air BNB, when we decided to extend our vacation for a couple more days. After getting approved for two extra vacation I booked the room, which looked great online. After stepping into the room, it was very unsanitary. The floors looked as if they had never been swept, there was black mold under the sink, on the ceiling, and above the microwave. Dirty dishes had been put back into the cabinets. There was stains on everything, including urine stains on the couch. Food under the couch cushions, the room smelled of urine. There was mouse droppings in and on the toaster in the room, food on the walls, the end tables had grease on them from the previous renters food.The bathtub was a jaccuzi tub, that the cord was running out the side of and plugged in to a non GFCI receptacle by the bathroom sink, the garbage disposal was also plugged into a non GFCI receptacle under the kitchen sink, both of which are considered wet locations, and require GFCI protection. I have several other pictures as well.

  

  Business Response

  Date: 06/12/2025

  Good day,
  
  Thank you for reaching out to us. We apologize for any inconvenience caused.
  
  We take all guest concerns seriously and strive to ensure a clean and safe experience for everyone.
  
  This guest booked a 2-night stays with us on June 5, 2025. Upon receiving their complaint, we acted promptly and moved him to another unit and issued a refund, despite the guest having stayed in the unit. We believe this was a fair and reasonable resolution.
  
  After receiving the refund, the guest then demanded additional compensation and threatened to leave a negative review unless more money was provided. This behavior constitutes review extortion, which is a direct violation of Airbnb’s policies. The guest disputed amount here in BBB is higher than what he paid.
  
  We maintain high standards for cleanliness and safety and regularly inspect our property. Any maintenance or cleanliness issues brought to our attention are addressed immediately. We take pride in being responsive and fair, and we believe we handled this situation appropriately. Unfortunately, we will stand with our decision that no further refund will be given. 

  Customer Answer

  Date: 06/13/2025

   
  
  Complaint: 23445968
  
  
  
  I am rejecting this response because:
  
  We did not stay in either unit, neither was fit to stay in. I have proof of this from conversation on Air BNB chat. They also did give me a refund of $56, when I paid over $300, and wouldn't offer anything else.  The amount of money i requested on here is more than I paid for the room,  because I would like compensation for the two extra vacation days I had to waste, the extra time that was wasted and the additional food and supplies I bought for another 2 nights of vacation that was wasted. The cost of vacation, is much more than just renting a room.
  
  Sincerely,

  
  
  
  
  Bryce Davis

  

  Business Response

  Date: 06/26/2025

  Good day,
  
  Thank you for reaching out to us. We are also rejecting the guest's claim.
  
  We take all guest concerns seriously and strive to ensure a clean and safe experience for everyone.
  
  As we mentioned on our initial response, upon receiving their complaint, we acted promptly and moved him to another unit and issued a refund, despite the guest having stayed in the unit. After guest checked the new unit he was moved at, he then again complained and demanded refund. As per the rental agreement, any issues that guest will send, we will address. In this case, we did our best however, guest doesn't like the options we gave. Still we issued a refund for the unspent night. We believe this was a fair and reasonable resolution.
  
  After receiving the refund, the guest then demanded additional compensation and threatened to leave a negative review unless more money was provided. This behavior constitutes review extortion, which is a direct violation of Airbnb’s policies. The guest disputed amount here in BBB is higher than what he paid.
  
  We take pride in being responsive and fair, and we believe we handled this situation appropriately. We will stand with our decision that no further refund will be given. 

  Customer Answer

  Date: 06/27/2025

   
  
  Complaint: 23445968
  
  
  
  I am rejecting this response because:
  
  We never spent a night in either unit. I have screenshots of the Air BNB conversation to prove this. So please quit saying we spent a night in the units, neither was fit to stay in. And its funny, how when someone leaves a negative review on your Google page, it gets buried with 5star reviews almost instantly. You're running a scam company and taking people's money. Some of your units may be nice, but I for sure didn't see one that was. I also explained already why I requested more than what was spent on the room, I won't bother with typing that out again, because you will just stick with your same answer, so it's in my last comment if you'd like to refer back to it.
  
  Sincerely,
  
  
  
  Bryce Davis

  

  Business Response

  Date: 06/30/2025

  Thank you for your response,
  
  We would like to clarify once again that we are not running a scam. We take all guest concerns very seriously, and we have documented our efforts to address yours. As shown in our communication with the BBB, we acted promptly by moving you to another unit and issuing a refund for the unspent night, even though you initially checked in. This was done purely in good faith to resolve the situation fairly.
  
  Regarding your claim that the units were unfit for stay: after your complaint, we offered alternative accommodations and issued a refund despite disagreement on your side. We acted according to our rental agreement and Airbnb policies.
  
  We reject the accusation of manipulating reviews. We cannot control how reviews appear on public platforms.
  Lastly, the additional compensation you demanded, along with the threat of a negative review if it wasn’t provided, is considered review extortion under Airbnb’s policies.
  
  Again, we firmly stand by our decision that no further refund will be issued.
  
  

  Customer Answer

  Date: 06/30/2025

   
  
  Complaint: 23445968
  
  
  
  I am rejecting this response because:
  
  There was no additional compensation requested on Air BNB, just the total amount that I paid for the unit that wasn't fit to stay in. You refunded $56, so basically i got to pay $250 to let you know that your room was horrible, thanks, i really appreciate that. And you keep bringing up the unspent night, there was no spent nights, neither the room that I rented or the other one you tried to put us in were fit to spend a night in. I did request additional compensation on the BBB for used vacation time, and supplies that we bought for the extra nights that we planned to stay and wasn't able to.

  As far as the reviews, you absolutely can control how they appear, when you are paying people to post good reviews, using bots to create them, and having in your contract that basically negative reviews aren't allowed. I had several people message me, telling me that they left a negative review, and then were charged a fee for something that was already messed up in the room when they got there. If you look deep enough, it's clear that your reviews are bought, because evertime theres a bad review, theres all of a sudden a bunch of good ones burying the bad, most with only a few words in them, so they are clearly made up.

  I stand by my words that you are a scam company, posting pictures that cleay don't represent the room, charging people fees for damage that was already done to their rooms, and not issuing refunds for unfit rooms.
  
  Sincerely,
  
  
  
  Bryce Davis

• Initial Complaint

  Date:09/17/2024

  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 believe this company could be operating in an unethical business practices. They are trying to charge consumer for damages that are pre existing damages. . For example the company says if there scratches are stains are damages to there property that you must pay . But in all reality those damages already exist . I stayed at this company property and due to the harassment of emails about what can be done and not be drone . I decide to take pictures of any and everything that was existing as damage . Then I sent to the host and she acknowledge she revived and documents but at a later date tried charge for those damage that existed . This is unethical and fraudulent business practices . I dont think this should be allowed in **************

  

  Business Response

  Date: 09/17/2024

  HI ****

  Can you please send where you sent pics of the door before hand so I can look into this matter? It looks like we charged you $160 for damages. The cleaner charged $60 of that because of the glitter all of the floor and the state of the freezer that you left behind. The cleaning lady had to stay an extra hour to get your glitter up all over the floor and furniture. Im showing we charged $100 to repair the door. You are calling me unethical by charging you $100 and you are requesting $2500 back? What is your reasoning behind this? Looks like you would have sent the pic of the door stating you informed us about this before filing a complaint with BBB and asking us for $2500 back?  Your request seems unethical to me.

• Initial Complaint

  Date:05/13/2024

  Type:Product 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.

  These people are liars and scammers! I booked and paid for my room on ****** for these people, after paying for my room in full they extorted me out of a deposit by refusing to give me the code to the unit, then after our 1st day there they tried to move us to another unit on the other side of the beach 30 minutes away due to preexisting issues with the unit, but we chose to stay and deal with the issues because of the location. Fast forward when we get home they took my deposit claiming there was damage in order to steal my deposit when we made no damages and cleaned up the unit better than it was given to us. Im livid this company has stolen my $150 deposit by trying to lie & I have uploaded the text message they sent me the very next morning trying to get us to move because they knew of the PREEXISTING ISSUES in the unit that they knew about & is now refusing to refund me my $150 deposit trying to make me responsible for their preexisting issues with the unit. Based off of all the complaints and bad reviews this company has been doing this to everyone for the last few months.

  

  Business Response

  Date: 05/22/2024

  Good day,
  
  Thank you for reaching out to us regarding the security deposit we have charged.
  
  As per thorough checking, the hole is a new damage after your stay. Our cleaners report damages after stay, *** it be a stain, missing or broken items, or visible damage in the unit. As per your stay. Our cleaners won't report damages if it is existing, as per our welcome email you can message us if you noticed any damages 1hr after your arrival however, none is received. Our cleaners knows everything inside the unit as they are the ones always cleaning it every stay. On the other hand, the screenshot you attached with us offering you a different place is due to a leak that is affecting our unit, we want to offer you a much comfortable place to stay and this is in no coordination with the hole we charged you.
  
  We understand that this is not the outcome that you've expected for your stay, same with the guests who left reviews like you towards us. But, we are also a business trying to protect our units from guests who will damage it and accuse us of lying and scamming when they got charged of their doing.

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21701933
  
  I am rejecting this response because: ********************* is a bold faced liar & just like with all the other complaints filed against her and her company for defrauding guests after they leave for the same reasoning for everyone. Everybody who has filed a complaint are not lying about ***** & as you stated the unit already had preexisting issues & leaking issues that they are attempting to defraud the guests who rent from them in order to fix their units that already have problems. Like you said you tried to offer us a different unit because you knew about the preexisting issues! You use this same excuse with EVERYBODY WHO HAS RENTED FROM YOU IN JUST THE LAST 2 MONTHS!! & you claim you offered to move us because of no air when we did not even notice that you contacted me to tell me it wasnt working! You and your lying cleaning team is attempting to defraud the guests who spend our hard earned money we work for thinking we are coming to ************ to enjoy our vacation only to have it ruined and tooken advantage of leaving by you unscrupulous people while you hide behind the internet and text messages committing fraud. I am requesting that my deposit is refunded asap you have defrauded enough people & giving ************ a bad reputation. Please BBB just look at all their complaints for just the last 2 months and you will see & read that EVERYBODY IS HAVING THE SAME ISSUE WITH THIS COMPANY AND YOU WILL ALSO SEE THEY ACCUSED EVERYBODY OF THE SAME THING ALL THE WAY DOWN TO CLAIMING SOMEBODY STOLE A TOLIET TISSUE TUBE THAT COSTS $5 LIKE LETS BE FOR REAL. I am still also contacting the news stations about this company ran by ********************* because this company has been defrauding people for a while now & getting away with lying and hiding behind the internet defrauding people and I REFUSE TO LET ****************** ME & LEGAL ACTION WILL BE NEXT!! Your unit already had issues just like ALL OF YOUR UNITS BASED OFF  ALL THE COMPLAINTS ALL YOUR UNITS HAVE ISSUES. YOU ARE A THEIF AND NEED TO BE SHIUTDOWN FROM DOING BUSINESS!! I WANT MY $150 REFUNDED AND IM NOT GOING TO STOP UNTIL I GET MY MONEY ********************* THAT YOU ARE ATTEMPTING TO COMMIT INTERNET FRAUD TO STEAL.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 05/23/2024

  Thank you for responding *****, 
  
  I understand that our previous response is not to your liking. Yes, we are aware of the issue about the ** and the leak it is doing hence it is our utmost priority to move you to a better unit and give you a much comfortable place to stay at no additional cost. This way we will be able to fix the issue. We apologize again that it was a last minute request which might be the reason for your to stay and we respect it. 
  
  Regarding the reported hole, we have thoroughly reviewed our records and found no previous reports of this damage before your stay. Our policy requires guests to report any damages within one hour of arrival, this has been stated on our all of our welcome emails. You have stayed for three nights and received no report about the hole, but we doubt that a hole like this will be unnoticeable from your eyes since it's quite big. Sending maintenance to go back and fourth depending on the unit's occupancy to fix the hole, to patch, and second sand and, third paint cost much and a matter of fact, the $150 security deposit is not enough but we are covering the rest. 
  
  Our cleaners and team are very trustworthy people, they have been working for us for years. We have built transparency and honesty for everything we will report. I understand that you felt unfairly treated due to the charge, but it is also unfair for us to be called names when we do our best to manage all of our units.
  
  While reviews from other guests are not relevant to this  case, we recognize your comfort seeing them since it is taking your side. It is not our responsibility to explain unrelated case like the toilet paper holder from other reservation - but you'll be surprised that guests do really steal, damage, and trash Airbnb places. It is our right to protect out place as well. To add, we received these reviews since we fought our claim with sufficient documentation, we won and they use the review platform to taint our business. 
  
  Again, thank you for expressing your feedback but we will stand with our initial response. No refund will be issued.
  

  Customer Answer

  Date: 05/24/2024

   
  Complaint: 21701933
  
  I am rejecting this response because: I did not make any damages & again I refuse to be held liable for something that I did not do and I stayed 2 nights because we did not get there until 2a which was the 8th & as you stated all the other complaints you dont want to talk about relates to what you are attempting to accuse me of so of course you dont want to discuss those because its the same lie you have used against numerous people but I refuse to allow you or anybody else to lie on or defraud me & trying to hide behind the internet. Just like you want to make money I work HARD for mines SO BEFORE I LET THIS UNACCREDITED AND D RATING ON THE BBB DEFRAUD ME I WILL TAKE YOU TO COURT AND THE NEWS FOR DEFRAUDING 100s of people THE BBB COMPLAINTS AND ****** VIDEOS AND REVIEWS ABOUT YOU PROVES ALL THE PEOPLE YOU HAVE DEFRAUDED AND TOOKEN ADVANTAGE OF AFTER RENTING WITH YOU! YOU ARE A LIAR A BIG ONE AND MY DECISION STANDS FIRM I WANT MY DEPOSIT OR I WANT YOUR BUSINESS LICENSE REVOKE AND YOUR COMPANY SHUTDOWN FOR COMMITTING INTERNET FRAUD against the tourists of ************ and you should know Im prepared to take it to the courts to ensure your business license is revoked based off of my complaint here and to the consumer protection agency there and I am just waiting on my callback from news 13 to have this aired. You have wrongfully taken my money knowing you already had preexisting issues and trying to make fixing your unit that already needed repairs my expense.. I will not agree to anything unless its my $150 refunded. Your company has more than enough complaints and evidence against you for defrauding people and any judge will except it all as evidence & the BBB IS A REPUTABLE COMPANY YOU ARE NOT!!
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:05/13/2024

  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.

  Their customer service is trash, their pictures are not what you get... what you get is ROACHES, they were everywhere, my children were scared to shower and I found a ***** in my toddlers bottle and I was done at that point and they only text, they don't contact you and speak with you and when you call they don't answer!

  

  Business Response

  Date: 05/22/2024

  Good day ****, 
  
  Thank you for reaching out to us regarding roaches during your stay,
  
  First of, we want to sincerely apologize for any inconvenience this may have caused. As per checking, I can see that our admin offered a ***** spray and to schedule HOA for pest control which you agreed to.
  
  Unfortunately, no refund will be given for this matter. As per our rental agreement you have signed number 15. The condo will be in clean and working condition. .....Guests
  understand that bug sprays are necessary to deter rodents from inhabiting the structure. Guests agrees to allow pest control
  in to spray when pest control is scheduled to go. Guests understands there will be a fee associated with a pest control if pest
  control are not allowed to enter the condo. The fee is warranted because pest control is required to return. Guests also
  understand that bugs can enter the condos from time to time especially during a rainy week. We try to deter all pests from
  entering condos, however bugs do find a way to enter structures. Guests understands they may see pests during stay. We
  offer pest control sprays during the stay as a deterrent. Guests understands there will be no refund due to pest sightings of
  any nature. If bedbugs are found in the property renter and their guests release big fish property management company and
  anyone associated with big fish property management company from any and all claims for damages, pain and suffering,
  relocation, any other situations arising from bedbugs. If pest control is called out to search for bedbugs due to guests
  complaint, and pest control determines the unit is bedbug negative, guests is responsible for paying the pest control fee, and
  guests understands no refunds will be given.
  
  Again, we apologize for any inconvenience this may have caused. 
  

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21698426
  
  I am rejecting this response because:
  Yes, I initially agreed to the pest spray until my child was at risk of consuming a ***** prior to her naptime. I am well aware of the fact that if being in a condo or an apartment bugs are going to come into play. However, it was not just one or 2 roaches there were a lot of them and my children again were uncomfortable staying in the condo where roaches were crawling on the stove were I was to make their food and crawling on them while they are watching television. Your companies customer service is deplorable along with the condo that my family could not stay in.
  Sincerely,
  
  *******************

  

  Business Response

  Date: 05/23/2024

  Thank you for responding ****, 
  
  I understand that our previous response is not to your liking. We offer to contact the proper business or pest control service and offer our assistance on our end. Every after stay, cleaners are also subjected to report if they saw roaches in the unit after they cleaned and as per checking, none was reported prior to your stay. 
  
  As mentioned on the rental agreement: 15. We try to deter all pests from
  entering condos, however bugs do find a way to enter structures. Guests understands they may see pests during stay. We
  offer pest control sprays during the stay as a deterrent. Guests understands there will be no refund due to pest sightings of
  any nature.
  
  More over, we sincerely apologize that this has caused you inconvenience during your stay. We will stand with our initial response. 

  Customer Answer

  Date: 05/24/2024

   
  Complaint: 21698426
  
  I am rejecting this response because: this is getting no where, again I state because it is a condo a bug or 2 is highly likely but again it wasn't a bug or 2. We brushed it on the first night and was just going to deal with it but a ***** IN MY DAUGHTERS BOTTLE! I draw the line, that becomes the health of my children that I am not willing to risk and I am sure if the table was turned you would react and respond the same EXACT way. And for you to say they didn't see bugs when they were cleaning is absurd, because again they were evident not long after we arrived, in the bathroom, on the counter, the stove, crawling on my arm, and the floor where my toddlers is. But again, this is getting nowhere and I have made my comments on all platforms I could find and have already been in contact with my bank. I just needed the BBB to know that your business is trash all around.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:05/13/2024

  Type:Sales and Advertising 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.

  Several issues!First, when we arrived we found the wires from the kitchen lighting fixture just hanging from the ceiling down to the table. informed BF immediately and was not fixed our entire stay ( 1 week). When we checkout out I made sure the entire unit was clean and back in the same order as I received it. I received an email approx 6 hours later telling me they're keeping my deposit because there was sand everywhere and the place was left a mess. Upon telling them I had a video of the way I left the room and could prove it they changed their stories to stained sheets. I requested photos and the images they sent me were NOT from my room. I informed them of this and she told me (via phone) she would contact the cleaners and she would return my call the same day. 2 days later I called for an update and when she realized who I was she hung up without another word. I called back MANY time and they refused to answer. This company is VERY unprofessional and is scamming people from their deposits. Ultimately I lost my $150 deposit from reasons they simply made up. I had all the verification needed and once they realized this, they refused any communication.

  

  Business Response

  Date: 05/22/2024

  Good day,
  
  Thank you for reaching out to us regarding the security deposit we have charged. First of, we appreciate you contacting us about the ceiling and we apologize that we have missed your request to fix kitchen lighting fixture, this part is totally a mishap on our part.
  
  On the other hand as per thorough checking, the stain is a new damage after your check out. Our cleaners report damages after stay, *** it be a stain, missing or broken items, or visible damage in the unit. As per your stay. Our cleaners won't report damages if it is existing, as per our welcome email you can message us if you noticed any damages 1hr after your arrival however, none is received. Our cleaners knows everything inside the unit as they are the ones always cleaning it every after stay.
  
  We understand that this is not the outcome that you've expected for your stay, same with the guests who left reviews like you towards us. But, we are also a business trying to protect our units from guests who will damage it and accuse us of lying and scamming when they got charged of their doing.
  
  With this being said,  no refund will be given for the stains on linens.

• Initial Complaint

  Date:04/15/2024

  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.

  Hello during me and my husband visit with the big fish condo in ************ we arrive into a mess driving 4 hours the room was bull of bus, smell bad, the little house wear was dirty the entire unit was just horrible and very disappointed. Big fish like to contact and communicate with you through text only you can call, but no respond back only text. I feel that we should get our full refund back its nothing but a scam this is what they want call you back. They claim that they can have house keeping to come out and fix the problem after we have arrive at 7:00 pm. We feel that they didnt care at all then she want to not face us but send a text about fixing it its not right. We not understand why these people are still up and running the rental property is a mess and its just out wrong to take money from costumers knowing the property is not at part to rent and when you complain they want to say they can send someone to fix the problem after they have taken your money.

  

  Business Response

  Date: 04/25/2024

  HI There

  We offered the cleaners back to remedy your issues and you declined. I am so sorry this happened but this is what we do. Had you wanted the cleaners, you could have pointed and they will fix. The cleaner also sent us pictures of how the entire unit looked before your arrival and after they cleaned. Im sorry they missed an item on the floor. The back of the curtain we can't really do anything about, and the other picture i simply cannot make out. 

  Thank you

• Initial Complaint

  Date:02/26/2024

  Type:Product 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.

  02/18/2024 I purchased a rental with Big Fish Rentals. I arrived at the Camelot RM 1403, on my check-in date of 02/22/2024 at 4 pm sharp! At the time of arrival, I noticed I began to sneeze a lot upon entering the condo. I began looking around to ensure the condo was stocked and had no damage. The condo wasn't clean! The condo had damage, Missing tile, mold on the ceiling, patched walls, and the bed was disgusting! Pictures were sent to the host and a maintenance guy came out to clean while my husband and I went to dinner. When we arrived back it smelled like a little bleach but was still dirty! The bed was the last and final straw for me, I pulled back the sheets and noticed hair was in the bed! I contacted the host requesting a refund and informed her I was checking out! The host ***** informed me I would not receive a refund because I surpassed my hour. I don't know or understand why these people are still in business, they have so many horrible reviews and yet are still operating! Something has to be done!

  

  Business Response

  Date: 02/26/2024

  HI Contessa

  I am so sorry you were unhappy with the venue. Upon your initial complaint we asked if you wanted maintenance and sent him out. This was around 430pm or so. Maintenance went around 530pm or 6pm. You suddenly sent an email that you were checking out of the condo at 830pm stating the place was horrible. If you read our rental agreement you signed, it states you have one hour to report any issues. You did, we sent maintenance. After that we did not hear anything else other than you were checking out. If you continue to read the agreement it states there are no refunds due to early departures. We asked if there was anything else we could do for you. You did not respond to that question. You stated you had trip insurance so we ask that you file a claim with your trip insurance and see if they will provide a refund based on the reasons you may have left the unit early. I am so sorry you were not happy but we did rectify the issues in a timely manner. 
  Thank you

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21348350
  
  I am rejecting this response because: I was never told that the condo i rented would have wear and tear and it did, the host ***** admitted to this, so yes i want my refund that was false advertisement! You guys can look at the pictures and see this was suitable! The pictures i viewed online was beautiful! This was disgusting and i want my refund! You sent a maintenance guy out and he didnt do anything! I was out to dinner with my husband when  he arrived, so no i didn't see what he had done that was different! This is very dishonest! You people need to be shut down! 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/27/2024

  It's common sense the condo will have wear and tear. We dont advertise you are the very first person to stay in a condo. Per the agreement, it states no refunds due to early departures. You never told us you wanted a condo that didn't have wear and tear. We would have told you we dont have that. 

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21348350
  
  I am rejecting this response because: i never was informed that the condo had issues it wasn't advertised, had i known i would have chosen better options!!!! The pictures i saw didn't resemble anything such! And to think a person would just rent anything is hypocrisy at it best! Who vacations to visit damaged properties with their loved ones???? I have stayed at many condos and never had this experience! This is my first time paying my hard earned money for a molded, dirty resort! I am requesting a full refund regardless of whether i purchased insurance or not, Big Fish owes me a full refund and my deposit and i need it now! 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/28/2024

  I am so sorry you are not happy. We sent maintenance immediately to rectify your issues. You chose to leave afterward not sighting any other issues. 

   

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21348350
  
  I am rejecting this response because: I wasnt pleased with what maintenance so called themselves completed! It was still nasty & filthy & to top it off it was hair in the bed & it wasnt mine! So yes after all of that I decided its best I check out! You guys really are the true definition of scammers! I want my money back!
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/29/2024

  Type:Sales and Advertising 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 stayed in one of their condos in ************ on 1/20/24-1/26/24. There was damage all throughout the unit when I first arrived. I took pictures and sent them to the admin immediately to cover my end because they already have a really bad track record for falsely charging customers for pre-existing damages. STAY AWAY. STAY AWAY. They ended up taking my security deposit over a hole in the wall that I already documented. It's laughable. I will be disputing this and I will purposely waste my time and theirs until we reach a solution. Very poor company.

  

  Business Response

  Date: 01/30/2024

  Dear BBB and Customer, 
  
  Thank you for taking the time to communicate to us about the concern regarding a refund, and we are sorry for the inconvenience this has caused. 
  
  We had the chance to review the complaint from our customer, ******. Based on our records,he was charged $45 for the damages found on our unit after he left. 
  
  He initially reported minor damages in the unit upon arrival which we confirm a normal wear and tear based on the pictures he submitted, however the damages found by us is nonexistent prior his stay.  
  
  We have every desire to resolve this issue with our customer and tried to contact ****** because he mentioned he had taken pics of the unit when he arrives, however, we did not received any response from the customer since our last 3 emails. We are just waiting for the pictures from him and rest assure we will assist the best way we can.
  
  We greatly appreciate the feedback from our guests, it assist us to be better at what we do. We are open to discussing this further with the customer and provide an amicable resolution for everyone.
  
  Thank you, 
  Big Fish Rentals

• Initial Complaint

  Date:10/30/2023

  Type:Product 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.

  DATE OF TRANSACTION- 10/26/2023 I went online to Big Fish Rentals to book a last minute weekend vacation. I selected the condo, paid, and got an error message that said "try one more time." I did just that. I got the same message again and decided NOT to try again. I checked my bank and noticed that TWO payments were pulled in the amount of $279.11. I received NO CONFIRMATION, no email, no text, nothing. I called the contact number from the website, and received a TEXT MESSAGE in return. **************** was super unhelpful. They basically said over and over again to call my bank. They couldnt "see anything" on their end and I should call my bank. I did. My bank assured me it would be much faster and easier to have Big Fish reverse the pending charges, but once they posted we could file a dispute. I reached out AGAIN to Big Fish when the charges posted. They still said they couldn't see them, and to call my bank. I filed dispute with my bank. It will take some time to get my money back. I also filed a complaint with Big Fish credit card processing company on their website. Unfortunately, it is not in the budget to pay for another trip since we are out funds for the two and have nothing to show for it. No vacation. Nothing. It could take weeks to get my money back. I will never book with them again.

  

  Business Response

  Date: 11/01/2023

  Hi *************;

  I'm so sorry this happened, however I'm not seeing where the charges have come through on our end. Does your bank still say they are pending? I looked in the computer at our credit card processor and it shows nothing under your name. I'm thinking the security deposit of 150 wanted to transact as well and perhaps the ****** plus 150 security both could not go thru resulting in a pending charge that will fall off soon..we don't have any control over how long pending charges take to fall off unfortunately, that is your bank which is why we keep letting you know to contact them. Please let us know when the pending charge becomes an actual charge or if the charge is under someone besides your name so I can search it. 

• Initial Complaint

  Date:10/24/2023

  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.

  I booked through expedia, which was a vrbo booking, for August ***** under the name ***************************. The booking order number was ORB8635207 for unit 627 at Monterey Bay.I sent photos and communications regarding the health hazard the unit presented to both Big Fish and VRBO. Big Fish informed me they would not give me a refund, despite the fact that I was unable to sleep at the unit due to its health and safety hazards. However, I was in the room for several hours and exposed to the hazardous conditions. The box spring on the bed was covered in extensive mold.Because of the location of the mold, it would be impossible for the company to not have noticed the existence of it. Anytime the sheets would need to be changed, one would most certainly see the mold on the bed box spring. The extent to which the mold was in the unit suggests it has been that way for some time, which means previous occupants were also exposed to this health hazard of a unit and should be notified.

  

  Business Response

  Date: 10/24/2023

  Good day,
  
  Thank you for reaching out to us about this matter. As per checking, I can see that we have replaced the bed the next day since it was reported August 25th almost midnight already. We have sent cleaners back as well after it was installed. 
  
  September 6th, we also refunded you the $50 that was charged under your security deposit, yesterday a $266 was also refunded.
  
  I'm sorry, but a $580.98 is not possible. We have already refunded you the total amount you paid for the reservation.

  Customer Answer

  Date: 10/24/2023

   
  Complaint: 20772025
  
  I am rejecting this response because: the fact that it took me filing a formal complaint to BBB and ***** to get a refund is ridiculous. You should have done the right thing in the first place. I gave a full week to respond to my last communication coming directly from me, and yet you still failed to acknowledge the wrongdoing on your part.

  I received the refund for the stay in your unit. It was the least you could do considering the circumstances.

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

  

  Business Response

  Date: 10/24/2023

  Thank you for your response. We apologize and understand that it's not the outcome you expected to be. We have tended to the report after it was received.
  
  I'm afraid no further refund is applicable to this complain as we have already refunded the fees originally submitted to us.