Complaints

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• Initial Complaint

  Date:09/08/2022

  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.

  ****** and Doug ******** hired Brittany ****** at New Wave to help manage their rental property and became aware that Brittany was very unethical and untrustworthy 1. One June 9th our home was offered at a below summer average rate, 2 days before the renters were to arrive, she asked for a date change to the following holiday weekend (which was a higher rate) she said the rate would not change to the higher rate - we declined, she moved the reservation anyway. We questioned her about what she done and she moved the reservation without our knowledge and we lost the revenue. this should have been considered a cancellation. turned out this was a friend of hers. she disabled our acct so we could not get any more rentals for 10 days 2. Memorial Date Customer Payment dispute - New Wave told us (homeowner) customer disputed services and won and we were out the entire amount for the rental $2610. Homeowner only received $1535. She said her atty would contact renters, that never happened. Homeowner contacted renters. New wave had a processing issues and Renters CC kept getting charged. Renters told Us Disputed amount was $5224. Renter sent CC Stmt Newwave never revealed the double charge only renter didn't pay. We had to call her out. New Wave intentional held money from home owner for 3 months. New wave lied to owner: Said Atty contacted renter to retrieve payment - home owner has a statement from renter that new Wave atty never contacted him and the original amt of rental fee was paid in may and not disputed. Home owners money was intentionally withheld until confronted 3. New wave charge us $550 linen fee and was told it was a mandatory fee, homeowner asked other New Wave clients and they did not have to pay a mandatory fee. homeowner still waiting on prorated refund of linen fee. Homeowner returned linens as requested, We only had 4 rentals total. Home owner gave 30 days notice & terminated contract with New Wave - homeowner waiting on refund

  Business Response

  Date: 10/07/2022

  Business Response /* (1000, 5, 2022/09/09) */ I tried to part way with these owners and they insisted they will follow my program rules, they did not. The ********'s never provided access to the electronic locks so we are unable to guarantee security of the home. The Tuchmanns did not communicate when their personal housekeeper was cleaning behind their owner stays which resulted in the property sitting dirty for more than 24 hours which we do not allow with the potential for last minute bookings. The Tuchmanns wanted too much control of their rates and did not allow our algorithm to optimize rates. The ********* finally agreed that we are not a good fit and we parted ways. The Tuchmanns asked for a refund on their linen program which I refused because they stole my property. After the termination, the ******** downloaded New Wave's pictures without our consent and built their own ad. with the plagiarism of our description and theft of our pictures, I declined communicating with The ********'s further. I got my attorney involved over the pictures, and after multiple requests, The ********* took New Wave's pictures down from their personal ad. If I could, I would make a complaint against The Tuchmans for theft of New Wave's intellectual property. Additionally, The ******** terminated and still owe New Wave $50 for an owner clean. I'd love to provide a copy of our signed agreement for reference. How can this be uploaded? 1. I cannot change the rate after guests have booked. It is illegal. Furthermore, the guest moved their travel dates to the following weekend, which was father's day, and Father's Day is not a peak holiday in the short term rental world. Since the Tuchman's were so unhappy with the rental rate, I moved the guest to another property. I can terminate tenancies and move reservations as needed per our signed agreement. This was the first signs that we are not a good fit. I blocked the calendar and called Stacey to terminate. I expressed my concerns to Stacey but she did not want to end the relationship at that time. I expressed my needs: access to the electronic lock (which I never received), better communication regarding use of their personal housekeeper, and authority to make rates. stacey agreed and we continued until early August when the ********'s emailed me to terminate. 2. Guests disputed their payment and it took several weeks to sort out. Again, I received guidance from my attorney and when the dispute was resolved, The Tuchmanns were paid. This is stated in our signed agreement. 3. The linen fee is not monthly and the agreement does not state the linen fee is prorated. With guidance from my attorney, I was instructed not to waive any fees for the owners. Please let me know if additional information is needed? Thank you Consumer Response /* (3000, 8, 2022/09/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Renters Credit card Statement attached The renters credit card statement and affidafit, clearly shows that the original $2610 was paid in May and was not disputed. Brittany Hulsey and New Wave right out lied to us and never disclosed the details of the dispute. We were told the dispute was for Services not provided and the decsion was final plus couldnot be challenged. She unethically mislead us with the intent of keeping our rental funds. We found the renters through social media and found out the real truth. Stolen items Not sure what New Wave is speaking about stealing her property - nothing was stolen. Security System Brittany was demanding that she needed the Admin Password for our Smart Home - With that access she would have the ability to change all of our settings and lock us out of our home. She was given new codes for every renter, the home was protected and secure. She was able to securely get into the system and change door codes for renters and cleaners. There was no security risk here. She has made a false statement. Cancelled Reservation This was a canceled reservation we should have paid - contract clearly states if you cancel within 30 days there is no refund to the customer. The issue here is again we questioned her . This is a standard policy (NewWave should have picked up the difference in the rental) In any property Rental if you need to change your dates and the property is not available or its a higher price you pay the difference. its a cancellation. We were out the money for that week . June is a prime month for rentals - The fiends of Brittany canceled 2 days before check in. so technically we should have gotten the rental fee for that week Additionally, she locked us out of the system so that we could not create income. She had a system problem with VRBO that she wasn't aware of but for weeks told us there was no problem, again keeping us from getting rentals. The management company should be aware as they own our ability to rent. Linen Service - She text and Verbally told us she would prorate - We paid 550 for an annual linen service we only had 4 rentals we do not get to keep the linens - again she stated this the standard for all her Homeowners and that is not the case -per homeowners that I have spoken to Per the Contract it states that you need to give a 30 day notice for termination - she did try to terminate and we thought we had everything worked out and this was all a miscommunication, after we came to an agreement to continue the partnership, 2 days later she had her cleaning service come in and take everything out of our house without any notice to us. New Wave nor Brittany Hulsey ever gave us a 30 day termination notice per contract. Cleaning This was not for rental cleaning - This was for the homeowners personal cleaning, and there is an option when you book the house; Owner clean or New Wave Cleaners. Per the contact is states Owners who use the New Wave cleaning service should only be charge $180 We were charged Renters Cleaner of $235 a cleaning - So for 4 Cleanings we were overcharged $220.00