ComplaintsforEden Crest Vacation Rentals, Inc.

• Initial Complaint

  10/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Reservation was booked for Sept 2-5 spoke with a representative letting them know that I would need to cancel the reservation due to a family illness. The representative stated that my account would noted and advised that I assure my reservation was insured so that I would get my deposit back and the second payment wouldn’t be processed also and that the office would be closing in the next hour or so. The following day my confirmation was sent verifying cancellation but account was charged for the entirely amount of the reservation although the reservation was canceled within reason. It has now been two months of the back and forth and Eden crest is advising me that it was a automatic charge that same night after speaking with the representative whom noted the cancellation and there’s nothing they can do about it but to advise me to not only file a claim with the travel insurance for my deposit but the entire reservation charge which would be fraudulent considering the second payment was never supposed to be authorized.

  Business response

  11/01/2023

  We are sorry that you had to cancel your reservation.

  As per signed contract, the full amount is due for the reservation.
  Please refer to the cancelation section, as per signed contract, and your initial on page 3 - Cancelations
  CANCELLATIONS: 100% refund if you cancel at least 30 days before check-in. No refund if you cancel less than 30 days before check-in.

  You have called in on August 23, 2023 at 4.58 PM EST for the cancelation. 
  

  Your check in date was for September 2, 2023. Thus your cancelation was done 10 days prior to arrival. The credit card charge was done on the morning of 23rd.

  Full payment was due, and the Travel Insurance cover your full amount. Since the cancelation was done within the 30 days of arrival, no refund is due. 

   

   

• Initial Complaint

  02/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We booked the mountain high cabin Thanksgiving weekend, November 2022. We chose this cabin because it was advertised as having a fireplace in the living room, a fireplace in the bedroom. The ad said, sit in front of a wall roaring fire. However, when we got there, the fireplaces did not work. I called customer service. I let them know that the fireplaces weren’t working. It appeared that there wasn’t even a propane line hooked up yet. She told me somebody would call me in the morning. Nobody called on Wednesday so I again placed a call to them in the afternoon. She said since Thanksgiving was the next day nobody would be able to help me and I could speak to somebody on Friday. I said well, our trip is almost over now by this time and I would like to be reimbursed for the fireplaces that didn’t work. Also, there was a propane grill outside that did not work . I was informed that after we checked out, would we be able to speak about getting a reimbursement I called again after After we arrived back home, asked to speak to a manager. I explained the situation, and they offered me a voucher for a future stay. I explained that I was not looking for a voucher, that it was false advertising to advertise fireplaces that did not work, and I would like a partial reimbursement. I was told that he would have to check with the owner of the property or the cabin to see if that was possible and that he would get back to me. He claims to have gotten back to me, I never got a message from them so I had to call two or three more times where he told me the same thing. since I was refusing the voucher, he would have to again check with the owner to see if money could be returned to me. I declined the voucher again and he told me there was nothing else that he could do. Perhaps if they would’ve offered us a voucher for tickets to go someplace Dollywood, any of the other sites to be seen while we were actually there I might have felt different but now that I’m back in my home state, I don’t ever plan on returning to them and a voucher does us no good. I feel like I paid for a cabin with fireplaces. Nobody said to us before our arrival that the fireplaces were not working, they did not offer us a different cabin to stay in. They never even actually told us that they didn’t work and I had been trying to get in touch with them after and their customer service is just not really good .

  Business response

  02/01/2023

  This issue was already resolved with the guest.
  Facts about this case:
  The guest did call in about the air hockey table, and a maintenance technician was dispatched.  The Switch was turned off. The Maintenance technician turned the switch on for the air hockey table, and it worked.
  The propane tank was replaced; the work order shows the new and old tanks. The old one was still half full when the maintenance technician replaced it. The timer was turned to the off position. 
  
  
  The Fireplace was working with the inspection before arrival, and it can be seen in the inspection photos that an independent inspector timestamps, but it does need a part now since the guests are staying.
  The temp was set at 67 heat for the guest's arrival. I've attached the detailed inspection report with photos, time-stamped with thermostats showing temperatures. 
  The guest never mentioned anything about the shower water during their stay. All issues were addressed, and they chose to leave early, requesting a full refund.
  They did call in and were offered a gift certificate since the issues were addressed. 
  They were unhappy with the result and kept calling and cussing at our staff. The manager was out sick but did email the guest regarding the situation. 
  All games were in working condition as per the attached Pre-inspection report with photos attached, and all TVs were working.
  A refund was issued to the guest for their inconvenience. 

• Initial Complaint

  01/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Me and my husband live below the poverty line but when my husband got his back disability payment we used $3,000 of it to book a luxury cabin in Gatlinburg for our family. The pics were glorious the company seemed legit at first. When we first got there it was 63 degrees in the home. The fireplace didn't work and the maintenance man said it needed a park. The tile floor felt like walking on ice. The fireplace and grill outside didn't work we were ignored completely when we asked for a full propane tank so we had to buy that ourselves. Downstairs (which is why we picked this cabin) was the game room and half of the games they had didn't work & also "needed parts". The shower downstairs barely trickled & never even got warm so 7 people had to share a bathroom. The app code we were given in order to watch tv was wrong and we were told they'd email the owner but once again we were completely ignored so we couldn't watch tv in any room. Also the first day we got there the hot tub was only half full of water so it wouldn't turn on so we all got the biggest bowls we could find and took them back and forth until we got it above the jets. It finally turned on but never got above 82 degrees. We left early because we were so miserable. We we're scammed because this company falsely advertised this place as a "luxury cabin". They lied. I've been told for 10 days straight that the only manager they have is out sick. I was asked not to put a review up until I spoke with him. I at least wanted the money back from leaving early but he's been out of the office since at least January 7th. I should have looked at their ratings first because there all negative. Shanda (the only person that ever answers the phone) said well we have a good rating on the BBB. I just don't think that's right because everyone is right! They are scamming people out of their hard earned money.

  Customer response

  02/08/2023

  None of this is true. The air hockey table and fireplace needed a part according to their maintenance man. I never once cursed at anyone only saying it was ridiculous. I never once asked for a full refund or any kind of refund. I simply wanted them to be aware. I did mention the showers and was told it was because we were on top of a mountain. The basketball nets is the thing that had a timer on it that was unseen and they did pick it up and turn the switch on. They never replaced the gas tanks, WE did but we only bought one. The maintenance man took the empty one and said “yep it sure is empty”. I have emails and correspondence with absolutely no cursing. I was told the manager was out sick for 9 days straight before I filled the complaint. There were 8 people there total and so I have 7 witnesses of absolutely everything.

• Initial Complaint

  01/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We booked Harmony's Peak for 12/29/2022-1/1/2023. This particular house/cabin we were renting was just built and we were one of the 1st guests to rent. The house was not ready for vacationers. Upon entering the home we saw 2 shattered windows (glass shards exposed), 1 sink broken and covered with wood/tape and multiple TV's would not connect to the TV service including the Movie Screen in the theater. Later in the day we realized the 2 fireplaces would not turn on and nor would the grill. At this point, arrival day 12/29, we contacted Eden's Crest. We had wanted to use the indoor/outdoor fireplace and planned on grilling steaks for New Years Eve. After calling again on 12/30, Eden's Crest sent a maintenance worker to the home. That worker believed the fireplace and grill did not have propane. He put in the request for propane and we called after he left our house to ask for it as well. Eden's Crest did not respond and never followed up with us. Our vacation plans were not what we expected. We were without TV, fireplaces and the ability to grill as well as left with unsafe exposed glass with young kids. We booked this home for the amenities and we planned to just enjoy the home and not leave much. The lack of those amenities make our vacation less enjoyable. We contacted Eden's Crest and they only offered $250 for a future home rental with them. I feel they did not provide us the amenities of the home we booked and we deserve compensation.

  Business response

  01/18/2023

  Consumer Response /* (2000, 6, 2023/01/13) */ Company has contacted me and resolved my complaint.

• Initial Complaint

  04/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We had a cabin booked in pigeon forge, the cabin was dead center of the evacuation zone for the wild fire and these CROOKS ACTUALLY REFUSE TO REFUND US!! Are YOU SERIOUS? 20+ homes have already been lost, and this company is not refunding people you can't even reach the locations they have booked. I never would have dreamed they would refuse to give customers refunds when it's absolutely a natural disaster and we have no control of this situation. They have almost $2,000 of our hard earned money and will not refund! WE HAVE ALREADY CONTACTED AND ATTORNEY AND PLAN ON SUING THIS COMPANY! Do not use these people as they are completely unprofessional and crooks! Their own reps even said we should be refunded, but the managers refuse. Oh and VRBO sent them an email telling them they should refund us but still refused! Absolutely PATHETIC! I'm the pics you will see the cabin location and the mandatory evacuation area....

  Business response

  04/14/2022

  Business Response /* (1000, 5, 2022/04/01) */ We are sorry to see your post on BBB> As per our phone conversations and with the channelpartner that you have booked your upcoming stay. You have an upcoming stay. The fire is already partialy contained and mst of the streets has already opened. We can not make a descion on a future stay without knowing what will happen. As per your rental agreement, you decided not to purchase travel insurance. Your cabin might be available, and if not we might have an alternative cabin available for you. Please refer to your signed rental agreement. Our reservation department will stay in contact with you with updates closer to your arrival date. Consumer Response /* (2000, 7, 2022/04/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) We were able to stay at the cabin, the cabin itself was the most beautiful cabin we have ever stayed at and already booking a trip back.

• Initial Complaint

  02/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our congregation booked a cabin with Eden Crest Vacation Rentals via VRBO Feb. 25-27, 2022. Feb. 24 one of the members suddenly died. Most were not only involved in the funeral but all wanted to attend as we were shocked at the untimely death. We immediately contacted the parties involved and told them the situation. The original booking did not include insurance but this falls into a different category. An 80% credit and 6 months to rebook wad offered, we were grateful. The rep said she was going to see if more could be done, not at our request. They called back and were willing to offer a 90% credit and 6 months to rebook which we did not ask for but again were grateful then the rep said the cabin had to be rebooked by another party that day to offer the deal. That was never mentioned. After getting supervisors and managers involved the final word was nothing could be done because of breach of contract with VRBO who had given the go ahead to pursue an arrangement in the first place. The manager said the rep was new which is not our concern. Management is responsible for training their staff so they did a poor job. If we were told something by one of their reps they should honor what was said. We were told they were going to listen to recordings to see what was said. We can't hear the recordings and anything electronic can be manipulated to their favor. They were paid in full for a service they did not provide which is theft of services. They also charged lodging taxes. The property was not used therefore does not qualify for lodging tax . Other fees, cleaning and other and waivers were paid in which were not fulfilled. We seek some type of compensation or honoring of the rebooking arrangement that was first offered.

  Business response

  04/05/2022

  Business Response /* (1000, 5, 2022/03/01) */ The guest called the day of arrival and asked to cancel their reservation. They did NOT purchase travel insurance which was offered to them when they booked the home. We offered them a refund of 80% if we could rebook the unit and then offered them a 90% refund. Both of these offers were given because we felt sorry for them but there was nothing we could do other than try to rebook the home. The guest wanted to change the date of arrival which we were also not able to do. We have a strict no refund policy which is why we encourage the purchase of travel insurance. They were aware of this when they booked the home. Each home is privately owned and refunds are not given. However we do try to help out as much as possible but same day bookings for a large home are very rare.

• Initial Complaint

  12/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I arrived at a cabin by eden crest vacations rentals on 11/11/2021 and found mice feces all over the kitchen utensils stored under a kitchen sink. There was a mouse bait trap next to the utensils with droppings everywhere. I called the company and they had nowhere else for me to stay so my wife and i left and went to hotel. They offered me a voucher for a return visit worth 1/3 of what i paid them. All i asked was that they make it right with a makeup date in an adequate cabin. I have lost 1330.00 dollars because we did not want to stay in a mouse infested cabin. I see 11 other very negative reviews on your website. I wish now i would have investigated their history before booking. Bed bugs and rodents seem to be ok with this company ?? PLEASE HELP !!!

  Business response

  12/17/2021

  Business Response /* (1000, 5, 2021/12/06) */ The cabins that we manage are not owned by Eden Crest and as such every guest signs a rental agreement that states no refunds. This same agreement also states that in situations such as these Eden Crest must be given the opportunity to address the issue. The guest did not allow us to come out to clean the cabin or call out pest control before they made the decision to leave and go to a hotel. The fall and winter months bring in all sorts of animals looking to get in out of the weather. Many of these cabins sit empty for days between booking and during that time they look like the perfect home for critters. We spend a great deal of effort on pest control and cleanliness to prevent issues like this but it is not always possible. Given the opportunity we would have been very happy to work with the guest to take care of this while they were here but we did not get that opportunity. We did offer the gift certificate which the guest refused. We try to take care of any situation that occurs but when we are not given that opportunity we can not take money from the cabin owner due to the guest's decision. Consumer Response /* (3000, 7, 2021/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) My family and i have stayed in a dozen or more cabins over the years and have never had a single complaint. This company has now 12 complaints filed with the BBB regarding bed bugs or rodents. The nasty refrigerator and the mouse droppings were overlooked and a health hazard. I am not asking for a refund but a compensatory stay at an acceptable cabin at a future date. I was offered compensation with a voucher for $450.00 and my expense for this unacceptable cabin was over $1300.00.

• Initial Complaint

  11/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company is a scam. Booked from 10/31 - 11/8. Checked out 11/7 due to conditions of the house. We were afraid for our health and safety. I'll let the pictures do most of the talking. The conditions of this house were deplorable. After paying 2500.00 for the week, this is what we got. In addition, nothing was as promised on the website. The fireplace didn't work, the hot tub was not functioning, the porch grill only had two burners working which you could not adjust, the charcoal grill was not even reachable and was dangerously close to tumbling down the mountain, the toilet seat just about came off, the shower door came off while trying to close it, the pool table was not level, the stopper in the sink would not open, the upholstery was ripped off on the dining room chairs, the linens looked like they were from 1970 and had certainly not been washed, the toaster blew the circuit in the kitchen, several drawers contained roach or rat poop and the broken spindle on the the porch railing is extremely dangerous. We had to put a table to keep someone from falling through it. Then to top it all off, the heater broke mid week and they were never able to fully fix it. We called early on in our stay when we had just discovered a few of the inconveniences (sink stopper, toilet seat, grill) and declined maintenance for the minor issues because we were on our anniversary and did not wish to have someone share it with us. Once the heater broke, and mind you, it was in the 30's for several nights, we reported all of the other major issues and accepted maintenance only to be told someone would contact us after our stay. Well, they called this morning, and offered a 250.00 credit towards our next stay! Unacceptable. This place is a health and physical hazard and very, very dangerous. Would not recommend it to my worst enemy. We are seeking a full refund. We also waited to check in a day early after being told we would have to wait for a full clear inspection.

  Business response

  11/23/2021

  Business Response /* (1000, 5, 2021/11/09) */ It is always the desire of Eden Crest to make each guests stay a great experience but at times things do go wrong. This guest originally booked for May of 2020. They did not take the travel insurance. There is a strict no refund policy that the guest was aware of but we made an exception and gave this guest a gift certificate for Covid. We were not aware of the fireplace problem. We sent out a maintenance technician and found that a part had to be ordered. We could find no issue with the hot tub. Pre-stay inspection shows it working and it continues to work now. The gas grill functioned correctly when the propane tank was fully opened. We were told about the toilet and the shower door by the guest but they refused to let staff come in to fix. The levelness of the pool table and the stopper in the sink could have been easily corrected if we had been allowed. The comforters and linen were freshly washed and there are pictures in the workorder before the guests arrival showing this. The toaster was also an easy fix and has been replaced. The porch railing was secured before the guest arrival for safety. The work was scheduled to fix it and it has since been repaired to look nicer. The heater issue was addressed by our staff immediately. Heaters were taken to the guest immediately, a vendor was out the next morning. A part was needed but the heat was set to work on auxiliary heat and worked for the stay. We are not able to issue a cash refund on a gift certificate. If the guest had allowed us to address their concerns as is required in the rental contract that they signed this would have been a pleasant stay. By not allowing our staff to enter the unit to address the issues and since this was already a stay that the guest was using a gift certificate that was given by Eden Crest to be kind to the guest we feel that we have gone over and above to be accommodating by offering another gift certificate. Consumer Response /* (3000, 7, 2021/11/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) This information is incorrect. As you can see by their own statements, there were many, many issues with this place. We declined maintenance when it was the toaster and the sink stopper that were issues as we did not feel these were deal breaking issues and did not wish to share our anniversary with a maintenance person. As soon as the heater broke, as mentioned in their own response, maintenance was allowed in and all of the other issues were mentioned at that time, so I'm not sure what they are referring to. The maintenance guy took pictures of all of the issues mentioned and said he would report them in the morning. Once again, two of four burners on the grill worked and were not adjustable and the hot tub stayed at 74 degrees, which I am not sure who would consider operational. Even the maintenance guy said it wasn't working and that "he had touched bath water that was warmer". If a dog or small child would have fallen to their death from 3 stories with the size of the opening in the railing, I'm sure "was secured" would have changed definition. Just look at the pictures. And I'm not sure what "to look nicer" means when safety was the issue. The heaters that were provided were two small heaters that barely heated the bathroom much lees an entire house. And they were not provided immediately. I had to call back and ask to see what we were supposed to do until they found a vendor to fix it. At 3 o'clock in the morning. Customer service has been nothing but deplorable. Very, very rude staff and very obviously trained to be that way. And issuing a gift certificate in the face of a pandemic with family that was supposed to come in from all over the world to celebrate a 90th birthday and now couldn't because of travel restrictions just adds to the greediness and horrible customer service of this company. The DID NOT hold up their end of the contract. We checked in on Sunday night pending an inspection approval which was approved. I'm not sure what was inspected, but it certainly wasn't this cabin. Again, the pictures tell the story.

• Initial Complaint

  09/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  False advertisement, I rented a cabin from this company from 09/17/21-09/17/21. The only reason I rented this particular place is for the pool, sauna, hot tub, and theater room. The pool heater malfunctioned and we was u able to use this feature. The hot tub finally heated up to normal temperature the last day we were staying. The sauna was broken, the TVs were out. The air hockey table was broken and the air conditioner was not working till the 18th they sent a company out to repair this. The cabins maintenance man had a broken foot and was not a people person and attempted to speak to us like we were dumb. I spent almost 1800 to rent this place and could not use what I rented this place for. I was told me would be refunded money because they would not relocate us into a new cabin. The company offer a whopping 150 dollars. I paid more for the pool cleaning service that I did not use. I stay in TN 3 times a year and have rented several cabins with pools.

  Business response

  10/12/2021

  Business Response /* (1000, 5, 2021/09/22) */ The guest contacted us soon after their arrival to report issues with the pool alarm and TV's. Our maintenance vendor arrived within the hour and disarmed the pool alarm and attempted to work with the televisions. Unfortunately, this was determined to be a problem with the satellite service at the house. A vendor was called but was not able to come out over the weekend. The guest complained that the pool was too cold. Maintenance provided a picture of the thermometer in the pool at 79 degrees which is the stated temperature of the pools in the rental agreements signed by the guest. Due to humidity issues the pool temperature can not be raised in this unit. The unit never malfunctioned but was working correctly. The guest stated that the hot tub did not heat til the next morning. Every hot tun is drained completely and filled between guests. It takes several hours for the hot tubs to heat that much water back to temperature. The hot tub was working correctly. The guest reported the morning after their check in that the main level ac was not working. We had maintenance out again that morning. He was able to fix the problem that morning. At every opportunity we responded to the guests concerns and attempted to fix any issues. Unfortunately, we were not able to fix the television issues as that was totally beyond our control. We did offer a refund of 150.00 for the loss of the televisions and the guest accepted. We feel that we went above and beyond to address the guests concerns and compensate them fairly for not having the televisions. Consumer Response /* (3000, 7, 2021/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did tell them that if it's the best they can do then fine but we was not satisfied with that offer since we spent $2000 for two nights. The lady stated over and over thats the best they can do due to them not owning the cabin but another party did. So instead of arguing with the company we just decided to file a complaint. I would like to add that no the maintenance man did not fix the alarm we had to figure it out ourselves before he got there. Also I would like to point out again that the laser thermometer we had said different then what the one in the pool said and of course all we got was that it said 79 and that's the best they can do. They were not the ones swimming in the pool so they did not see my sons lips turn blue after 5 minutes in the pool. We come to Tennessee every year for a weekend and always get one with a pool and have never had this problem before with a pool being so cold. Also the sauna never did get to working and yes the hot tub after the power was turned back on did heat up and we used it one time due to being discharged 10am the next morning. If they knew someone was checking in on a certain day they should have had the water changed the day before and not the morning of. The TV's rather or not it was on them we never used them. It's there cabin and they should be responsible to making sure they are working. We also could not stream from our phones to the TV's bc the internet was not strong enough to stream. So we did not get to use the Theater room either that we paid extra for. I do appreciate all the services of the maintenance man coming in and helping the best he could do but it wasn't enough for my kids not to get to enjoy there weekend in Tennessee this year! As for the AC yes half way threw the 2nd day someone did get the AC working and we appreciated that. We just feel it was not ready for the day we checked in due to power being off and caused us to have all these problems. Thank you. Business Response /* (4000, 9, 2021/10/01) */ We did everything possible to take care of this guest and have nothing further to add.

• Initial Complaint

  09/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  stayed in this cabin 8/27-8/29; supposed to be a luxury cabin- paid $2,731. Cabin did not have functioning air conditioning this is not in the disclosures- cabin was 93-97 degrees inside at all times. I do have pictures to document. The cabin also had mouse infestation with droppings in beds, on counters, dishes, and mouses chewed in our food. I tried to work with them all weekend and have chased them all week. They are only willing to offer $300 refund and no apology. Management extremely rude. requested 2/3 of total be refunded- would have been willing to accept 1/2 refund. At this rate I would like a full refund.

  Business response

  09/14/2021

  Business Response /* (1000, 5, 2021/09/03) */ This has been resolved and the guest has been fully compensated.

*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. ↩