Complaints

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• Initial Complaint

  Date:01/22/2024

  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.

  12/30/23 Paid for vacation rental from 12/30/23 to 1/29/24. Address I stayed at from 12/30/23 to 1/13/24 ***** Cereza ********* ** *************************************************************************************************************** gate Everytime during stay. Along with lighter issues such as blinds/ trash/ internet speed.Reported these things on 1/9/24 to property manager, was assured several times id receive a transponder but was given lame excuses instead . Had no choice but to check out early on the 13th of January ,was originally assured I'd receive a fair refund over the phone but was told otherwise after already being verbally agreed upon . Now I'm barely getting my **** back that was a deposit , while being told some BS about how it has to be at owners discretion we which wasn't mentioned at all before agreeing verbally to a fair refund over the phone.

  Customer Answer

  Date: 01/22/2024

  This is the agreement. Please let me know the next steps on my part.

  Business Response

  Date: 02/03/2024

  ******************************** signed a full lease agreement for one month and paid the rental rates, after viewing the house and experiencing the area. The issues that he had were that he could not get a transponder to enter the security gate. Which we explained multiple times that only the owners get one transponder per household, and they are mounted in their vehicle and not transferable. We offered to make him a sign he could hold up to indicate his name, if he didn't want to speak to the security guards.  There is never a line up at the gate, and all you need to say is your name and the home address and they wave you through.

  And as the property management company, we were working on a plan to get shades over living room kitchens, as the owner declined us to drill any holes in the walls for curtain rods.  Again the tenant viewed the property before paying with a cheque, and signed a lease agreement for 28 days. ********** law regarding breaking lease agreements, these are not strong enough reasons to break a lease, and leave early.

  We paid the full amount to owner less our commissions, the day following after we received the funds from *****************, so any refunds are at the owners discretion, and she knows what the laws are with lease agreements, and said no to a refund. She did offer to return the $3000 damage deposit, even though the home had a horrible odor, wet toilet paper and paper towels everywhere, small dings to walls and scratches on the furniture after ***************** left the home.  ***************** occupied the home for 11 days and got his full damage deposit returned (as attached photo) which was included in the $19,000 total payment for the month.

  Customer Answer

  Date: 02/06/2024

   I am rejecting this response because: I have call logs with the property manager where I was assured verbally that getting a refund wouldn't be difficult, Because of that I felt there was nothing to worry about breaking lease early. This garbage I'm getting about no refund was after a verbal agreement.