Complaints

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

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  Thomas Beach Vacations

  625 Sea Mountain Hwy North Myrtle Beach, SC 29582-2344

  
• 

  Thomas Beach Vacations

  404A Main St North Myrtle Beach, SC 29582-3024

  

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:09/25/2024

  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.

  I left a drawer full of clothes in a condo we were renting from Thomas Realty for a week in *********************************** sc. I called immediately (Saturday) after I left and got the run around until Monday morning. They found my clothes in the drawer., the problem is that very expensive things with tags still on them like $250 miracle suits to a priceless prayer throw was taken out of the same drawer! Why didnt they find $740 worth of new clothes in the same drawer! They are thieves! By giving me the old dirty clothes they pleaded guilty. Everything was in the same drawer.

  

  Business Response

  Date: 09/25/2024

  We regret Mrs. ******** situation and the fact she left behind personal items. Our Director of ************** has spoken with her multiple times. We took photos of the items found in the property and shipped them to Mrs. ******* Initially, she claimed the items were worth $5,000. She then reduced the amount to $2,000. Now, she is asking for $750. We have met with our housekeeping supervisors and cleaning staff to further investigate the situation. Thomas Beach Vacations has not previously encountered this type of issue.

  Our rental contract clearly states that we are not responsible for items left in the property. However, Mrs. ****** remains unsatisfied with the outcome, as she wants compensated, and she has threatened us with legal action and negative social media blasts.

   

   

• Initial Complaint

  Date:01/06/2023

  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.

  VERY disappointed with property ******************* we rented and this management group. When we 1st checked into the property, we notcied the cleaning was subpar. There were crumbs on the kitchen counter, dead palmetto bugs on the floor. The next day, we noticed that the water wasn't getting hot for showers. (You literally had to wait at least 20 mins to shower after someone). When I notified the management company, they sent out a handyman who responded to the call and was not able to repair the issue. I had to call their office the following day because no one ever followed up with me. When the plumber finally came out, he was not able to resolve the problem. The plumber informed us that the parts were not available therfore the hot water heater would not be fixed. Having my family, which includes small children to take cold showers and wash dishes with cold water for 4 days, made the stay less than satisfactory. And all Thomas Real Estate could say was sorry. I reached out to them after our stay to voice our dissatisfaction. THOMAS REAL ESTATE did not want to make the situation right, and even LIED about the plumber who never even touched the water to check the temperature. Also, the plumber never saw "15" guest in the property, which is what they are blaming for the COLD water. I have witnesses that heard the plumber say that he COULD NOT fix the water heater. This will be my 1st and last time using any property that they manage. They are not ethical!!

  

  Business Response

  Date: 01/09/2023

  *************************** also left Thomas Beach Vacations negative reviews on social media sites. Both times, we responded with an apology and stated the plumber informed us the water situation was repaired, but could not handle a large number of guests. Both times, we have asked ****************** to contact our Director of ***** Services. We are willing to provide a refund for the water situation. She has not contacted us and continues to post negative comments. We truly regret her experience and have offered to speak with her.

  Customer Answer

  Date: 01/14/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This not true, not once have you all offer a refund for the water situation. Instead you wanted to point fingers at the customer and quote lies from your so called plumber. The problem was never fixed (I have witnesses that he said that in front of). I reached out to your company before I even went on any social media platform to fix the issue at hand and you all did not want to do anything but blame the customer. I will call the office 1st thing in the morning.

  

  Business Response

  Date: 01/19/2023

  We have spoken with the guest (as of Jan. 19, 2023) and have come to an agreement on a refund for her stay. In addition, we have offered her a gift certificate toward her next stay with Thomas Beach Vacations. ****************** accepted the terms of the agreement and was pleased with the outcome. We appreciate her patience in coming to this solution and apologize for her experience.

• Initial Complaint

  Date:01/03/2023

  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.

  False Advertisement on the part of Thomas Realtors of *********************************** being a luxury rental, it is so far from the truth! There is absolutely NOTHING luxury about this house, this is a ***** INFESTED kitchen for sure! We Have Plenty ******************** To Share * Lack of Communication From Thomas Realtor Concerning Problems (Insensitive) * ***** Land Behind Home (Not An Attractive View, Disgusting Stinky Smell)* Different Flooring In Every Room * ***** Infestation Kitchen (between the *********************** live roaches inside the *********************** on the counters, floors) UNSANITARY * Stovetop Stop Working * Unreliable Internet Access * Broken/Worn Out/Super Tired/Torn/Extremely Ugly Dated Furniture * Thick Outdoor Rugs In Dinning Area Used As Indoor Area Rugs (Need Dcor Help)* Tacky Billiard Light Fixture In Kitchen (Looks Stupid)* Poor/Dim Lightening Throughout House * ****************** First Floor Due to Lack of Proper Insulation * Air Leaking in ************************* Ran Non-Stop, ************************** * Continue Seeing Several German Roaches of all sizes - in cabinets, drawers, countertops, floor, stove and walls even after pest control sprayed something on Tuesday that was supposed to completely wipe them out * Per Pest Control: Follow-up Thursday - Absolutely No Communication From Thomas Realtors nor Pest ************** No Vacuuming/Normal Cleaning Done Before We Checked In * Unattractive Dated Wall Pictures/Decor * All Bedding Mattress/Pillars/Comforters **************** * Stained Tired Window Curtains * Raggedy Carpet in First Floor Bedroom * Lack Consideration/Concerns As Customers In Their Home Didn't Seem To Be Their Priority Thomas Realtors Only Concerned About Saving Themselves Money (Instead of Delivering High ************************* Manager: **** ******************** (Very Insensitive Owner) NEVER ************ Tell Others: Never Use Thomas Realtors - Ever!!! "Please **********************, It's Not Worth It"

  

  Business Response

  Date: 01/05/2023

  This guest did encounter issues with the property. She checked in on 12/24/22. She communicated with our ************* rep. multiple times on 12/24/22. The pipes in the unit were frozen due to the weather and she reported bugs. She left messages after-hours regarding the insects. The guest was offered to be relocated or refunded, but she declined. The guest then came into our office on 12/26 wanting to be refunded half the cost of the stay--excessive request for day three of the stay, considering she would not relocate. She was refunded 33% of her total stay on 12/27/22.
  
  There is absolutely no record of this guest speaking with the owner, **** Thomas (which would be a very rare situation), yet she bad-mouths him in her complaint. The statement that there was "no communication from Thomas," is also untrue. We take notes each time we make contact with a guest. She makes no admission of receiving a refund, as well.
  
  

  Customer Answer

  Date: 01/12/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Absolutely, every word I have written about Thomas Realities has been truthful because sadly me and my family experienced it on vacation 12/24/22 -12/31/22 in their rental property. On 12/26/22 **** Thomas came out of an office and talked to my father-in-law for a few minutes before addressing me with that dumb remark about the cold weather killing the roaches. He and his staff know, he said it but will not admit it. ******* father-in-law know exactly who we saw and spoke with and besides his (**** Thomas) picture is on the internet, so there is no mistaken of identity. You can call it rare all you want but it happened on 12/26/22. I am going to call it what it truly is a rude & senseless remark on the part of an owner to customers. Again, it shows the obvious lack of consideration the company has for satisfying customers and fulfilling their needs. Thomas Realtors did not offer me and my family anything decent/similar, comparable or even better than our personal homes that fit the size of my family at that time so therefore it was better to decline to move/relocate to another of their raggedy, outdated properties. Thomas Realtors also offered a refund to leave the same day, but that would have been a huge inconvenience and of course disappointment to some family members arriving that day now I have to tell the go back home after just traveling a long distance to get there. Trust me, if we had time to make other arrangements, we would have gladly left your property that same day because I don't appreciate your nasty uncaring attitude. But because it was holiday week/weekend, those types of plans usually are best made well in advance to best rates but at that time most things were booked up or overpriced you know the business it's the beach.
  However, it's the principle of the matter, I came to your office to try to handle this matter privately, I calmly but openly expressed my utter disappointment in the home and everything about it. According to your website for this address, Thomas Realtor's promises a luxury vacation stay instead it was an unpleasant, horrible, inconvenience experience. For good reason, I requested a full refund on 12/26/22 whether we left or stayed which we mostly definitely deserve! But instead, Thomas Realtor's only refunded us $472.96. That's an insult!
  No family should spend their vacation fighting off roaches on their belongings whether it's on a countertop or in a refrigerator or freezer.
  It's absolutely DISGUSTING & UNSANITARY!!!!
  ******************** for Thomas Realtor properties still had my cell info from before, he called me Tuesday Jan 3rd asking if it was ok to come to the home because he was told we were still having a problem with roaches in the kitchen.
  The only way he could be told is by Thomas Realtors, so they admitted it to pest control guy, they have "roaches" but not in their write up on this BBB report they call them bugs or insects, stop playing games here. Neither of them should be inside your properties if you want to be technical about it but most definitely should not have ROACHES, Shame On Thomas Realtors!!!
  

  

  Business Response

  Date: 01/16/2023

  I do apologize if you spoke with Mr. ********************--if he happened to come out of his office. We truly are an honest, family-run company that has been in business for over ********************************************** our system when speaking with guests--of course, there is room for human error. We work very hard to satisfy our guests. If you would like to speak with our Director of ***** Services, please call *************************** at **************. I see no purpose in continuing to comment back and forth.

• Initial Complaint

  Date:08/30/2022

  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.

  Our stay on 8/13/22 to 8/20/22wasvery disappointing. From the time we pulled upi. No railing at neither doorway at the front to help get inside. Very poor cleaning done to the inside. Cook stove still had old food under the burners. Mix match sheets, flat and soil pillows on the beds. Dog poops and cigarettes butts in the yard. Doorway scrape , doormats falling apart. Paneling on wall especially by the beds dusty. We decided since we were there just to go ahead and clean and to report what we seen and done when we checked out. My daughter and son went in with a note from me to report what condition the house was in and what we done they found the staff very unconcerned. Also when I tried to fill out the survey concerning our stay I. found someone had already fill it out and marked excellent for everything. I tried to fill it out 4 times to put my own answers and remarks and each time I went back an checked the answers was changed back to excellent. We stay at 1305. South Ocean Boulevard , North Myrtle Beach, South Carolina. I did report the Survey fill out to the Office Staff. Said she would call me backl, She was going to get to the bottom of this 2 days ago. Still no response.. Call back couple of times. Went to the answer machine.

  

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/09/01) */
  Our Director of Guest Services Rosalind S**** has made several attempts to speak with Ms. ****** and left voicemail messages. We have put an excessive amount of time into researching her accusation about her survey.
  
  First and most importantly, the survey automatically goes to a guest with EXCELLENTS already in place/filled in (through an automated system). The guest has the capability to change the ratings from excellent. We did not fill in and rate the answers EXCELLENT; the system sends the form in that state. She apparently is not trying to change the answers.
  
  We thought of sending her another survey yesterday, but were afraid she'd see the same issuepre-filled EXCELLENTSand become angry.
  
  Secondly, this survey does not post anywhere for public exposure. It is not put on our website or any other social media platform. Therefore, the ratings are strictly confidential and for the purposes of Thomas Beach Vacations and our owners to improve our processes and services.
  
  In addition, had Ms. ****** made us aware during her stay that she had problems with the property, we would have addressed those issues while she was there. She did not give us that opportunity.
  
  To give you an idea of the importance of an accusation of this type to our company: A guest service rep has spoken a couple of times with Ms. ******, our Guest Service Director has left several messages, our Marketing Director has researched all social media looking for a post Ms. ****** said we changed (she was not clear where it was. We asked for a screenshot and never received it.), our IT Director did extensive research to find out how a survey could have been possibly been altered. This IT Director realized the survey goes to guests with the answers filled in as EXCELLENT.
  
  Hours have been spent trying to handle this issue as we are an honest, ethical company. We take pride in that and we value good customer service.
  
  Ms. ****** has not been rational in working/listening to us or explaining her issue. We truly regret having a guest upset and do everything we can to rectify the situation.