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:02/10/2025

  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.

  Dear Better Business Bureau,
  
  I am writing to file a formal complaint against Patriot Family Homes, the property management company for the rental property located at **** ***** *** ***** *** *****. During my stay at this property, I encountered significant pest infestations, including both cockroaches and bed bugs, which created an unacceptable and hazardous environment for my colleagues and me.
  
  Upon discovering the infestation, I immediately reported the issue to the property management team, providing photographic evidence of the pests. While the company acknowledged the problem, their resolution was insufficient. They offered a 30% refund of the accommodation cost, which I felt did not adequately address the severity of the situation, especially considering the health risks posed by the pests.
  
  Despite my attempts to resolve the issue amicably, I was unable to reach a satisfactory resolution. I have since decided to report the pest infestation to local health authorities for further investigation. Given the lack of a proper remedy from the property management and the seriousness of the infestation, I believe it is important to bring this issue to your attention.
  
  I am seeking the following resolution from Patriot Family Homes:
  
  A more appropriate refund or compensation for the inconvenience and health concerns caused by the infestation.
  An assurance that they will take immediate steps to address and rectify the pest problem for future guests.
  A thorough inspection of the property to ensure it meets health and safety standards.
  
  I trust that the BBB will assist in holding Patriot Family Homes accountable for their failure to properly address this issue.
  
  Thank you for your attention to this matter. I look forward to your assistance in resolving this complaint.
  
  Sincerely,
  **** ********

  Business Response

  Date: 02/10/2025

  Dear Better Business Bureau,
  
  Thank you for reaching out regarding **** ********’s complaint. We appreciate the opportunity to provide clarification on this matter.
  The guest stayed at our property from ******** * ** ******** ** ****, and reported certain concerns during his stay, for which we promptly issued a refund of $97.20. However, the majority of the issues outlined in this complaint—including allegations of cockroaches and bed bugs—were not reported to us during his stay. These concerns were first brought to our attention on ******** * at 5:16 PM EST, more than two days after checkout.

  
  We take all reports of pest issues very seriously and have strict protocols in place to address them. Had these issues been reported during the stay, we would have taken immediate action to investigate and resolve them. However, without prior notification, we were unable to inspect the property while the guest was present or offer alternative accommodations.

  
  Additionally, **** ******** has made repeated demands for a refund in a manner that we believe is retaliatory and outside our standard resolution process. Specifically, he has insisted on compensation via a gift card rather than our usual refund process, which is not how we typically handle reimbursements. Given the nature of these demands, we find them to be unreasonable and inconsistent with our standard guest resolution policies.

  
  Our goal is always to ensure a positive guest experience, and we regret that Mr. ******** was not satisfied with the resolution offered. However, given the timeline of events and the lack of prior reporting during his stay, we stand by the refund already provided.

• Initial Complaint

  Date:11/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  In August 2024, I secured a 6-month furnished rental in ********** *** with Patriot Family Homes. I needed a furnished rental commencing on or around October 27th through April 30, 2025. I paid the first month's rent, $2800, and the security deposit, $2000. On October 27th I arrived to the unit after traveling from ******* *******. Over the following day as I was unpacking, I noticed how unclean the unit was and also noticed a very strong pungent odor of mold when I opened the laundry room door and specifically the washer door. I saw black mold in the washing machine and growing on the glass in the washer door. The odor was so strong it made me cough and gasp for breath. I immediately reported this in writing and provided photos to the local contact "****" at "*** **** *********** and also to Patriot Family Homes. They dispatched the maintenance tech who arrived the same day and sprayed Clorox on the washing machine and cleaned the areas with black mold. The units are stackable and access behind them is restricted as they take up the entire closet. I strongly suspect there is mold growth behind them as a pungent mold odor remains. On October 29th I had to hire a cleaning service to clean the unit properly which cost $300. It took 4.5 hours to clean a 1 bedroom 1 bath unit. The level of filth in the unit was appalling. I had to purchase numerous items that should have been provided but were not; dish towels, flatware, bath mats, and kitchen utensils. Beginning on October 29th, I reported that I was feeling unwell, with symptoms that were indicative of mold exposure and respiratory issues. I requested that someone from Patriot contact me directly as I needed to terminate the lease or move to another unit. My requests for assistance were not taken seriously and glazed over or were not responded to at all. This behavior from Patriot continues as of this writing. There is now black mold growth on a wall in the unit and no reply to my request to terminate the lease.

  Customer Answer

  Date: 12/02/2024

  As of this date, 12/2/2024, Patriot Family Homes has communicated with me and is working to provide a mutually acceptable remedy. It is my hope this is resolved by 12/4. They have asked that I reach out to BBB and record this information for the file and provide documentation of such to them. 

  Business Response

  Date: 12/09/2024

  We have resolved this matter with the tenant, and she has advised us that she will contact BBB to withdraw her complaint.
  
  Thank you! 

  Customer Answer

  Date: 12/09/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  *** *****

  Customer Answer

  Date: 12/09/2024

  Hello, I wanted to thank you and let you know that the issue has been resolved amicably with Patriot Family Homes.

• Initial Complaint

  Date:08/04/2024

  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.

  We booked **** **** ****** ***** ** ********** ******* ****. When we came we found the property unclean and unsafe. The owners of Patriot Family Homes only provided a 10% refund, not enough to book another safe place for our children and baby. We need a FULL refund.

  Business Response

  Date: 08/05/2024

  Thank you for your feedback. We appreciate you taking the time to share your experience. However, we kindly request that you refrain from including specific addresses in reviews, as it poses a privacy issue for both current and future guests.
  
  We apologize for the inconvenience you faced at the original property. We have since relocated you to a new home. Your comfort and satisfaction are our top priorities, and we regret any distress this situation has caused. If there are any further issues, please contact us directly so we can address them promptly.
  

  Business Response

  Date: 08/05/2024

  I am writing to request that the review by ****** ***** be removed or censored, as it includes a specific address. This poses a privacy issue for both current and future guests. Mentioning the address of one of our properties creates potential safety and privacy concerns.
  
  We appreciate your prompt attention to this matter and your assistance in maintaining the privacy of our guests.

• Initial Complaint

  Date:07/18/2024

  Type:Facilities Issues
  Status:

  UnresolvedMore 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.

  We booked with Patriot Family Homes through **** for 10Jul2024 to 14Jul2024. We primarily chose this stay as it had a pool and could accommodate a large group of guests. **** lists 15 can stay our group had 10.
  
  Upon our arrival, we discovered the pool was unusable - it was green and had algae in it. We call the property group, PFH, to inform them of the pool. They stated they would contact their vendor and get back to us. They never got back to us. After entering the home it was quickly realized that the cleanliness of the house was poor. There were crumbs on the counter, utensils left out, and sticky floors. We called the PFH back shortly after the initial call to let them know about the crumbs on the counter and to see if they had dispatched anyone out to fix the pool. When asked why they did not inform us about the pool prior to our arrival, they said it was the first time they heard about the issue with the pool. However, a review was posted during our stay that showed they did know about the pool. PFH said they would issue credit of 30% for lack of amenities. When the contract was sent, it was not 30% of the cost.
  
  A few hours later, water dripped on one of the guests in the upstairs bathroom. We looked up to see the vent was the source and it had black mold. When looking at past reviews, this was a common complaint. One person even stated they had to be hospitalized. We called **** directly at this point to ask to be moved. It was not an option.
  
  We called again PFH later that evening as they only 7 towels for our 10 guests for the entire stay.
  They did not bring towels until two days later.
  
  Over the stay, there were several calls, messages, emails, and texts. No one was sent for the pool. They said they also could not move us and we did not want to pay twice for 10 guests to be moved so we felt stuck there. They sent cleaners out for 20 min that cleaned around the vent. Although we did not sign contract, they issued about 15% of cost back to us.

  Business Response

  Date: 07/18/2024

  Thank you for sharing your detailed review. We are truly sorry for the issues you encountered during your stay and appreciate your feedback.
  
  Regarding the pool, we apologize for the inconvenience and any miscommunication. We were unaware of the pool issue prior to your arrival, and we attempted to address it as soon as we were informed. However, it is clear we did not meet your expectations in resolving this promptly.
  
  The cleanliness of the home is also a concern that we take very seriously. We apologize for the state of the house upon your arrival. We strive to maintain high standards, and it’s disappointing to hear that we fell short. The delay in providing additional towels is equally unacceptable, and we regret the inconvenience this caused.
  
  The situation with the "mold" in the bathroom vent is particularly troubling. This is not the experience we want for our guests, and we understand your frustration. 
  
  We have already provided a refund for these issues. 
  
  Thank you for bringing these matters to our attention. We will address them promptly. Your feedback is invaluable in helping us improve our services. We hope you might consider giving us another chance in the future to provide you with the exceptional stay you deserve.

  Customer Answer

  Date: 07/18/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The response once again states that PFH did not know about the pool until our arrival. However, that is untrue and is false advertisement. There was a review left during our stay from the previous guests stating they called about the pool stating it was shocked then went completely green - there is an attachment of this for evidence. Additionally, in the response it was stated that they attempted to address it as soon as they were informed. No one was sent out to inspect the pool and there were no returning calls stating that a vendor would not be able to be out during our stay. 

  I accept and can understand the issue with the cleanliness/towels. However, I believe it is just a generic answer considering previous reviews.  

  For the mold, it is troubling. It is even more troubling to see past reviews state they had this issue too, with even one guest stating they had to be hospitalized. It was already troubling to have a large number of guests who were not able to use the amenities (reason we booked the ****), but now felt unsafe. **** and PFH were unwilling to move our group and we were already out $2000. For the mold, I had to request someone to be sent out when speaking with the Director of Customer Experience. There was an apology but no real concern or someone would have been sent to the house right away. Two cleaners came out on Saturday when PFH knew about the mold Thursday night. The cleaners cleaned around the vent for twenty minutes and never opened the vent. There was no real inspection. 

  For the refund, PFH stated the 30% was for the lack of availability of amenities that was offered the first day of our arrival. This was promised prior to any additional complaints of the towels or the mold. As stating above, the entire reason we booked the stay was it had the pool and a large group could stay. As in all of the attachments, 30% was never granted. The bill for PFH [not including **** fees ($200) or insurance (154.06)] was $1779.52. We stated we wanted the 30% prior to our departure and wanted to access after someone came out to inspect the mold. The contract stated to give us $392, which is not 30% of the total, it is 22%. PFH never responded to messages about the mold and never responded when we said we were unsatisfied.

  People should not be staying at this property with the health risks. There are now several review of similar issues over the years and nothing has been fixed. It is extremely disappointing from looking at the photos online to how the actual stay was. It is completely false advertising. The communication was extremely poor as there were emails, texts, calls, and messages within the app. Every call came from us and there was very little responses. We would have never booked this stay if we had known what we do now. After seeing additional complaints from other properties on this website, we would never consider booking with this property group again. 

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

  Business Response

  Date: 07/22/2024

  We understand your concerns and sincerely apologize for the inconveniences experienced. We would like to note that a refund was agreed upon and accepted by the guest to address these issues. Thank you for your feedback.
  

  Customer Answer

  Date: 07/22/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: We did not agree to the refund. I never signed the contract that was provided for the refund. Attached is objective evidence of this. Additionally, as it states (and has been stated), the 30% was for the lack of access to the pool. This was offered by PFH within the first few hours of us arriving. The mold was noticed later. There was never any agreement on the refund. The 22% (not including fees/insurance) was credited without any agreement. Additionally, there are attachments of requesting a full refund. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Customer Answer

  Date: 07/22/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: We did not agree to the refund. I never signed the contract that was provided for the refund. Attached is objective evidence of this. Additionally, as it states (and has been stated), the 30% was for the lack of access to the pool. This was offered by PFH within the first few hours of us arriving. The mold was noticed later. There was never any agreement on the refund. The 22% (not including fees/insurance) was credited without any agreement. Additionally, there are attachments of requesting a full refund. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 07/22/2024

  We apologize for any misunderstanding. Despite your concerns, we are sticking with no additional refund here. Thank you for your feedback.
  
  

• Initial Complaint

  Date:07/02/2024

  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.

  Rented a house from this company for a week in ************** and upon arrival the house had water pouring into the house so the house was flooded and not livable which I contacted the company and they told me “to bad” and offered me half of my money back after not being able to stay one night but in order to get half of my money I had to sign an agreement to not review them (pay a ransom).

  Business Response

  Date: 07/03/2024

  Thank you for taking the time to share your experience. We want to address the concerns you raised during your stay.
  
  First, we apologize for any inconvenience caused by the issue with the window. While there was no flooding or water pouring into the house, we did acknowledge a problem with one of the windows. We promptly arranged for a professional to assess the situation and provided a temporary solution until the rain stopped, but we understand that this was not satisfactory for you.
  
  Regarding the refund, we offered you a release that included a full refund. The release is a standard procedure and specifies that you will need to vacate the property and that the agreed-upon amount is the final refund. It was never our intention to make you feel pressured or unfairly treated.
  
  Our primary goal is to ensure our guests have a comfortable stay, and we regret that we did not meet your expectations on this occasion. We appreciate your feedback and will use it to improve our services in the future.

  Customer Answer

  Date: 07/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  water was pouring into the house (see pictures and video from original) and it was uninhabitable so I was unable to stay one night at this house due to its condition and inability for the repairs (hence you took it off the market the following week).  A full refund is fair of the $1,290.80 since I was unable to stay. The offer you gave me was half of what I spent which is not a fair price at all. 
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 07/11/2024

  As previously offered, we provided a refund with a release, which you declined. At this time, we are unable to offer any further refunds.
  
  Thank you for your understanding.

  Customer Answer

  Date: 07/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  Again i was unable to stay at the house that I paid for and was extorted to sign a document that said I wouldnt leave a review to only receive a portion of my money back vs a full refund.  If is obvious from the complaints that you have done this to many customers and its a sham.  

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

• Initial Complaint

  Date:06/26/2023

  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.

  I rented a house on **** that is managed by this company. The house was listed as a ranch style home and did not mention that there are people that live down stairs. I have 2 children that are staying in the **** with me and when we got to the house for the evening the downstairs tenants had been smoking marijuana inside the house and it was coming up through the air vents. I called the property managers, Patriot Family Homes, to ask for a refund so we could go stay in a hotel because the kids can’t stay in this environment and they offered me a $45 refund, of a $450 payment to resolve the issue. This is absolutely unacceptable as I cannot pay for a hotel without the refund and now I have to keep my children in an unsafe environment where we are all breathing in and smelling marijuana.

  Business Response

  Date: 06/26/2023

  Thank you for bringing your concerns to our attention regarding your recent stay at one of our properties. We apologize for any inconvenience you experienced and would like to address your feedback.
  
  We sincerely apologize if there was any confusion regarding the property description. While the house was listed as a ranch-style home, we acknowledge that the presence of tenants living downstairs was not explicitly mentioned in the listing. We apologize for any misunderstanding this may have caused.
  
  Regarding the issue you encountered with the downstairs tenants smoking marijuana, we want to assure you that we have a very strict no smoking/drugs policy for all our homes. Smoking marijuana or engaging in any illegal activities on the premises is against our code of conduct. However, as you mentioned, we cannot force other guests or tenants to cease their activities. It's important to note that the use of marijuana remains illegal in many jurisdictions, but patients with qualifying conditions and who meet the legal criteria may have access to it.
  
  We understand that this situation was unpleasant for you and your children, and we regret any discomfort it caused. We sincerely apologize for any inconvenience you experienced. We would like to assure you that we have taken this incident seriously, and we have addressed the issue with the downstairs tenants to prevent such occurrences in the future.
  
  While we empathize with your desire for a refund, we regret to inform you that we are unable to offer one in this particular case. We deeply apologize for any disappointment this may cause you.
  
  We appreciate your feedback, as it allows us to improve our services and prevent similar issues from happening in the future. If you have any further concerns or if there is anything else we can do to assist you, please do not hesitate to reach out to our team directly.
  
  Once again, we apologize for any inconvenience you experienced during your stay. We value your understanding and hope that you will consider staying with us again, allowing us the opportunity to provide you with a more enjoyable and comfortable experience.

• Initial Complaint

  Date:04/11/2023

  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.

  In regards to the ****** ****** ********** **********.... We arrived to find ww were locked out. After waiting outside for 30mins, we were finally able to access the home. As soon as you opened the door there was a musty odor but we planned on making the best of it. We then discovered that the home is not river front, it is not even river view.... It is approximately a 7 minute walk to get to the river.
  
  We returned to the home and started to unpack. That's when we noticed the filth. The kitchen sink had food and crud in it as does the area surrounding it. 2 of the 3 bathrooms had urine in the toilet and reeked of it. There is a wet slimy hairball in the shower of the only bathroom that didn't reek of urine. All of the sinks were gross.
  
  The towels and sheets smelled unclean and musty. One of the closest doors was busted off the hinges and another has unfinished drywall which is on an outside wall...
  
  The rest of the home was just filthy.
  We are driving 3 hours home and just want a refund. The home was grossly misrepresented in many ways.

  Business Response

  Date: 04/11/2023

  Thank you for taking the time to share your experience with us. We're very sorry to hear that you were disappointed with your stay at our ***** ***** ********** ********** ********. We strive to provide a clean and comfortable environment for our guests, and it sounds like we fell short in several areas during your stay.
  
  We apologize for any inconvenience caused by the lockout and the musty odor upon your arrival. We understand that this can be frustrating, especially after a long drive. Regarding the riverfront view, we apologize for any confusion caused. Our listing does indicate that it is less than a 10-minute walk to the river, but we understand that this may not have been clear enough.
  
  We are disappointed to hear about the cleanliness issues you experienced during your stay. This is not the standard we hold ourselves to, and we are taking steps to ensure that our cleaning team addresses these concerns immediately.
  
  We understand that the broken closet door and unfinished drywall were additional concerns that impacted your stay, and we apologize for any inconvenience caused.
  
  We understand the importance of your feedback and we are committed to resolving any issues you may have encountered during your stay.
  
  We apologize for any inconvenience you experienced and assure you that we will make every effort to improve our services. We hope to have the opportunity to make your next stay with us a more enjoyable one. Thank you for choosing our home.

  
  Sincerely,
  Patriot Family Homes
  

  
  

  Customer Answer

  Date: 04/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I need to clarify that it was impossible to be "disappointed during my stay" as there was NO STAY. As a reminder, we had to vacate the home due to the uninhabitable state you left it in. The home was too filthy and unsanitary for us to sleep in. We absolutely could not allow our daughter to sleep in someone elses dirty sheets, eat food that is cooked in a disgusting kitchen, wash her hands and brush her teeth in a bathroom sink that is so nasty it has barnacle-like growths on the faucet and shower in bathrooms that have someone elses slimy hair in them.

  Frustrating is not what this was, this was unacceptable and a gross misrepresentation of the home. There is NOTHING in the booking.com listing that states the "********** ********** *********** is a 10 minute walk to the river. I've provided enough screenshots to prove this point and I did ask that you show me where that was written, you did not to respond to that request. Furthermore, we were willing to overlook that lie as we had been in the car with a ***** *** * **** all day and we weren't going to let that ruin the overnight trip for our child. However, it was the uninhabitable state of the home that forced us to vacate.

  Again, the broken door could have been overlooked on our end. It just shows what a horrible state the property is in which is why I included that photo. The unfinished drywall that has large gaps which have the outdoors directly on the other side were not something we could overlook. That's no different than leaving a window open with no screen. It is unsafe and, again, unacceptable.

  You seem to be misunderstanding the severity of the situation. There was no "inconvenience". The home was uninhabitable. This goes far beyond what one would categorize as an "inconvenience"... An inconvenience being locked out of the home for 45 minutes when we arrived 15 minutes after the earliest allowable check in time; this was a bait and switch. You misrepresented, aka lied, about the condition and location of the home to get our money. While I am relieved for future guests that you say you are going to ask your cleaning team to address the filth, but that doesn't change the fact that it wasn't sanitary enough for our planned stay.

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

  Business Response

  Date: 04/19/2023

  Thanks for your response. I would like to start by expressing my sincerest apologies for the terrible experience you had with our home. It is clear  that our property was in an unacceptable and uninhabitable state during your intended stay. I completely understand your frustration and disappointment, and I take full responsibility for the situation.
  
  I understand that the state of the property was completely unacceptable, and you had to vacate the home due to the condition it was in. I apologize for any inconvenience and distress that this may have caused you and your family. I am truly sorry for the misrepresentation and any false claims that may have been made.
  
  As a host, I take pride in providing a comfortable and clean space for my guests, and I am deeply ashamed that we failed to do so in your case. I can assure you that the issues you have raised have been addressed and we have taken measures to ensure that such issues will not happen again in the future.
  
  I understand that you have provided evidence that you were not informed of the true location of the property. We will ensure that all of our future listings clearly and accurately represent the property, its location, and its condition.
  
  Again, I would like to apologize for the experience you had with our home, and I truly appreciate you taking the time to bring these issues to my attention.
  
  

• Initial Complaint

  Date:10/17/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  My ***************************************************** I made a reservation for a home in ********** on Oct. ****. On Oct. ***** I realized that this house was in a rougher part of town. I do not want to bring my ******** to this house. Neither do their ************************. In addition to that, I was unaware that our ****** had already gotten reservations for our ******** at another venue. As a result, I cancelled the reservation, and they refused to give me my money back.
  
  My entire transaction was 569.
  
  248 for 2 nights
  250 for the cleaning fee
  71 for service fee
  45 for trip cancellation protection fee.
  
  I have called explaining the situation. They do not care. I am a ***************** that just wanted to provide a wonderful experience to my *****. I am out personally of 569 dollars plus the trip cancellation protection fee.
  

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 5, 2022/10/18) */
  This customer booked our accommodation through ************** which always offers the option to purchase ********** Insurance at the time of booking. In this case, it appears as though the guest declined that offering.
  
  The reservation was booked within 7 days of scheduled arrival on Oct ****, 2022, canceled on Oct ****, 2022, and was not due any refund according to the ************* cancelation policy which states "********* who cancel at least 14 days before check-in will get back 100% of the amount they've paid. If they cancel between 7 and 14 days before check-in, they'll get back 50%. Otherwise, they won't get a refund."
  
  Moreover, on Oct ****, 2022, this guest signed a Rental Agreement, stating "2) CANCELATION less than 14 days before check-in the renters will not receive any refund. 30 DAYS before check-in, Renters will receive a refund on the total rental. Cancelation 14 DAYS before the check in, renters will receive a refund on 50% of the total. The total rental includes all charges on the paid-in-full invoice. EARLY DEPARTURE - There are NO REFUNDS for EARLY DEPARTURE."
  
  Although there is contractually no reason for a refund, as a gesture of goodwill, this guest has been issued $250 for the cleaning fee.
  
  
  Consumer Response /* (2000, 7, 2022/10/23) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I appreciate Patriot Family Homes for giving me the cleaning fees back. We were relieved we did not have to stay there. ***********************************************************************************