Reviews

Review Details

• Review fromCindy K

  Date: 12/08/2024

  1 star

  Cindy K

  Date: 12/08/2024

  Lied about amenities. Owner of the company refused to offer a refund when the heat did not work. Their response to a complaint is to refuse to give a refund unless a nondisclosure agreement is signed. There was no offer of a different location or other solution.

  Patriot Family Homes

  Date: 12/11/2024

  We sincerely regret that your experience did not meet your expectations. Upon being informed about the heating issue, we promptly worked to address the situation. We also attempted to work with you to offer a resolution, including discussing refund options, but unfortunately, we were unable to reach an agreement on the terms.
  Providing a comfortable stay for our guests is always our priority, and we take all concerns seriously. We will review this matter internally to ensure future stays are as seamless as possible. Thanks.

• Review fromKaren V

  Date: 11/25/2024

  1 star

  Karen V

  Date: 11/25/2024

  I will never deal with this company again. We were not able to make it to our vacation destination due to Hurricane Helene and they would not refund, in any amount, our money. We COULD NOT drive to the destination due to the massive damage and as described in the **** extenuating circumstances policy, this situation is applicable. They refused to work with us or ****.

  Patriot Family Homes

  Date: 11/26/2024

  Thank you for sharing your feedback, and we’re sorry to hear about your experience during Hurricane Helene. We understand how stressful these situations can be and would like to address your concerns.
  Before your reservation, you signed a rental agreement that included a clear clause about hurricanes and tropical storms:
  "There are NO REFUNDS for hurricanes, tropical storms or weather conditions, even if a mandatory evacuation is ordered (optional travel insurance is encouraged for Renter's protection or Renter may obtain through a third party. Renter ASSUMES THE RISK)."
  This policy ensures that our homeowners, who rely on these bookings, are protected even during unforeseen weather events.
  Additionally:
  We advised you to contact your travel insurance provider regarding a potential claim, as they are best equipped to assist with such circumstances.
  After your original arrival date, you requested we keep your reservation open in case you could arrive later in your stay. We accommodated this request.
  While **** has its own Extenuating Circumstances policy, any decisions made under that policy are solely up to **** and do not impact the host if the property remains available. Their decision not to cover your situation does not reflect a refusal on our part but rather their policy application.
  We regret that the hurricane impacted your plans and hope that you’re able to enjoy smoother travels in the future. Thank you for understanding the importance of adhering to the terms outlined in the rental agreement.

• Review fromNatasha A

  Date: 10/25/2024

  1 star
  DO NOT RENT FROM THIS COMPANY. We checked in to the property at **** **** ***, ********, ** and the house is DISGUSTING. Let’s start with we rented 2 homes, and could only get into one. The one we got into the steps were dirty. The microwave had left over food in it. The refrigerator had old yogurt in it, the dishwasher was full of dishes with a mold smell, and the list goes on. We call customer service and they were no help. I wish I could upload the pictures.

• Review fromCarla T

  Date: 09/29/2024

  1 star

  Carla T

  Date: 09/29/2024

  Zero stars. Do not rent from this management company! Like many other reviews, we arrived to a house that looked abandoned. There were piles of trash all over the yard and falling from the overly full garbage can. The outer glass door was ripped from the hinges. The curtains were all drawn and we thought maybe squatters were using the house. But the worst of it was we could not gain entry. We tried the code provided and it did not work. We called and spoke to a representative who provided us a second code, which also did not work. Each time we had to wait a few minutes for the lock to reset. She then provided us with a third code which did not work. Then we were instructed to use the lockbox with a physical key. But there was no lockbox anywhere in sight. She assured us someone from the local office would call us with a solution. An hour and a half later we received a message saying the keypad should work now. We were not comfortable sitting outside this supposed rental house while it was getting dark so had already driven out of the city and found hotels. We needed three rooms to accommodate so it cost significantly more than the ****** and was much farther from our event the next morning. We simply asked to be refunded for the rental since we could not gain access at checkin time. Patriot family homes refused and said we could go back and try the code again. After seeing the outside, I can’t even imagine what the inside of the home looked like! It was grossly misrepresented online. I find this completely unacceptable and have never had such an experience using ******. They are slum lords. I wish I’d looked at reviews first but I trusted ****** to monitor their management companies. Learned a hard lesson today. I will make sure there are plenty of reviews on all online sites and will lodge a complaint to ****** in hopes of preventing another family trip ruined by patriot family homes.

  Patriot Family Homes

  Date: 10/08/2024

  Thank you for taking time to provide feedback regarding your experience with us. Our team spent time with you on the phone to get you into the home in a timely manner, and we sent someone from our local team to assist you with entry. Regarding the trash, trash day is on Sunday morning, and your check-in was Saturday night, so the trash was compiled at the curb for pickup that next morning. After attempting to talk you through this situation, you threatened legal action and retaliatory reviews if we did not refund you in full. Because of these threats, we were forced to default to both the rental platforms extortion and retaliatory review policy, and could no longer offer assistance regarding a refund. The cleanliness and accuracy of our listings are paramount to us, and I apologize that this fell short upon your arrival to the home. We apologize for this. We understand the inconvenience this caused and are continuously working to improve our services and communication. Thank you for your feedback.

• Review fromVictoria M

  Date: 09/27/2024

  1 star

  Victoria M

  Date: 09/27/2024

  Horrible customer service! We had to cancel our trip due to hurricane Helene and was told there would be no refund because the storm didn’t impact their area. We only requested half of the money back and no one from management will return my call. I think it’s awful that a national hurricane warning is not enough to warrant at least half of our money back. Based on the reviews they are lucky anyone is still renting from them. I don’t recommend this company at all. I have waited all day for the director Jess to call me back!!

  Patriot Family Homes

  Date: 09/30/2024

  Thank you for your feedback, ********. I’m sorry to hear about your experience regarding your cancellation. However, you mentioned canceling your trip due to the ******** tournament being canceled, not because of the hurricane.
  As we discussed, we directed you to your trip insurance provider for assistance. Please note that the home was available for your stay.
  Thank you for your understanding.

• Review fromShelly C

  Date: 08/15/2024

  1 star

  Shelly C

  Date: 08/15/2024

  Actually 0 stars. Just like ALL the other reviews! Filthy. Everywhere. Looked like something died under the sink - where the pans were kept. A/c intake vent was covered in greasy lint at least 1/4” thick. Lord knows what the filter looked like. The pictures on the listing were not of the unit we stayed in. All the furniture was stained and dirty.
  After a lengthy complaint process with ****** - who admitted the listing was fraudulent - I received a partial refund from Rachel - the worst host I have ever dealt with - and the remainder was refunded by ******.
  She knew we were in town for our son’s military graduation and was so cavalier and calloused about how miserable we were. There is nothing patriot or family about this Rachel person.
  Trying to “address the issues” by sending someone over was like trying to out a bandaid on a bullet hole. It would take weeks to fix that unit to an acceptable and comfortable - and healthy - state.
  Seriously, read all the other complaints here - AND BELIEVE THEM - no matter how PFHs responds - or the accusations and excuses they throw out. Here are so many other places in Columbus. Avoid Rachel and Patriot family homes like the plague.

  Patriot Family Homes

  Date: 08/16/2024

  Thank you for taking the time to share your feedback. We deeply regret that your experience with Patriot Family Homes did not meet the standards we strive to uphold. Your detailed account of the issues you encountered is very concerning, and we want to assure you that this is not reflective of the service and quality we aim to provide.
  We apologize for the condition of the property and the distress it caused, especially during such an important event for your family. The cleanliness and accuracy of our listings are paramount to us, and it's clear that we fell short in your case.
  Someone from our team will be reaching out to you directly to discuss this further and ensure that your concerns are fully addressed. We are committed to making things right and will take immediate steps to review and rectify the issues you encountered.
  We appreciate your understanding and patience as we work to improve our services.

• Review fromDeborah H

  Date: 08/01/2024

  1 star

  Deborah H

  Date: 08/01/2024

  We arrived at our remotely located rental to find the keypad would not work. We were told 4 times we would be called back that evening. No one ever called us back that evening. It was our **** wedding anniversary and we had very limited time with our adult children. Because the house was pet friendly, we had our dog with us which limited our choice of other accommodations. After hours of empty promises and not action taken.We ended up driving back home arriving at 6am. The best we have heard from Patriot Family Properties is that they will give us full refund. So they won’t charge us for what we didn’t have access to. How does that make up for lost vacation days? Lost time we planned to enjoy with our family? Lost sleep? It doesn’t.
  Booking with Patriot Homes is the best way to strike out with time with your family.
  We have spent hours on the phone from people whose hands are tied offering to listen. I don’t want free counseling for the problem you caused, Patriot Family Homes, I want solutions.
  Absolutely unacceptable.

  Patriot Family Homes

  Date: 08/02/2024

  We sincerely apologize for the issues you experienced during your stay at our property in *******, **. We understand how frustrating it must have been, especially during such a special occasion. Unfortunately, there was a problem with the keypad battery, which we attempted to resolve immediately. Our team members were on the phone with you until 5 AM, working diligently to address the issue.
  You arrived well after our 11 PM cutoff time for check-in, but we still made every effort to assist you. We refunded you for the first night and offered to let you stay for the remainder of your booking once the door code was fixed. However, we understand that you chose to leave and requested a full refund, which we provided. Additionally, you asked for extra compensation or a completely free stay, which we declined. There is nothing more we can provide.
  We deeply regret that this incident affected your family time and anniversary plans. We take all feedback seriously and will continue to improve our services to prevent similar occurrences in the future. Thank you for bringing this to our attention.

• Review fromBo D

  Date: 07/23/2024

  1 star

  Bo D

  Date: 07/23/2024

  Had a major problem by the house, looked very dirty, black stuff all over the ground. No locks on windows. And they sent someone out to re-clean it. It took her about 8 tons of mopping to get it off the floor and then I signed a contract saying I had a parking spot and I didn’t so I had to pay a $300 deposit to only charge me $50 for the whole time I’m there and now they’re saying that I didn’t return the pass back to the safe when I did, so I guess they are taking my $250 extra that I was supposed to get back to pay for the extra cleaning. Unacceptable, and I will be getting in contact with the owner/manager of the company to get my $250 back that they stole. And they didn’t even bother to offer me a refund of the way the house look when I got there. They have camera footage of where they can see where I walked in with a parking pass to put it back in the safe, but they will not communicate with me about that.

  Patriot Family Homes

  Date: 07/26/2024

  Thank you for your feedback.
  Regarding the cleanliness of the property, we addressed the issue promptly by sending someone to re-clean the home.
  As for the parking pass, it was missing after your stay, and we now have to replace it. Our cameras, used solely for security and safety, were offline during your stay, so we have no way to verify if the pass was returned.
  We stand by our policies and procedures and assure you that we would never intentionally withhold money from our guests.

• Review fromPamela W.

  Date: 07/19/2024

  1 star

  Pamela W.

  Date: 07/19/2024

  Do Not Rent from this Company on ****** or ****!! I wish I had checked BBB first. What an absolutely horrible experience.
  Apartment was not as pictured. Pictures show nice area rugs in every room. There are NO rugs. Pictures show very nice and comfy couch with chaise lounge. Nope - just a small dirty couch.
  The worst part was the bugs. German Cockroaches and Ants. Ants crawling down kitchen door and cockroaches running around everywhere. It looked like tons of feces of something in living room closet. We put out roach baits and each one caught roaches. We had a 14 month old who just started walking and, of course, eats things off the floor that he dropped. Pest control didn't show up when I was there waiting for 90 minutes. We checked out two nights early because no one was getting sleep due to the bugs. Patriot Family Homes offered $116.40 which was 30% refund and I wouldn't be allowed to post a negative review. It cost me $471 for a hotel for 2 rooms. Still waiting to hear from **** on the Book with Confidence.
  I spent the entire visit prior to us leaving two nights early calling, emailing, and texting them and **** customer service. My dad has cancer and I didn't get to spend as much time with him because I was dealing with these people. They are all talk with meaningless apologies but don't care about offering a nice, clean place to stay. Look at all these reviews - just them placing blame and apologizing but they have done nothing to rectify the situation.
  If I could find a way to post the pictures of the bugs and the inaccuracies in their listing, I would.
  Please save your money and your health and sanity and don't stay there. I stayed at Delightfully Double D and there was nothing delightful about it.

  Patriot Family Homes

  Date: 07/22/2024

  We apologize for the issues you experienced during your stay. As noted, you reported cockroaches and spiders on **** **** and requested spray to be dropped off. We attempted to get pest control to the house on the ****, but unfortunately, they did not show up or update us until after the weekend. The photos you provided showed dead cockroaches due to our routine treatments. This shows the treatments are working.
  The following day, you mentioned disputing the charge with your credit card provider and contacting the BBB. We offered a 30% discount on the accommodation fare with a signed release, but you declined this offer.
  Regarding the two area rugs, the previous guests had caused irreparable damage, and replacements arrived after your checkout. The couch in the listing photo was different from the one in the unit, but the beds were as shown in the listing. We apologize for this.
  We understand the inconvenience this caused and are continuously working to improve our services and communication. Thank you for your feedback.

  Pamela W.

  Date: 07/25/2024

  Some of the statements in your response are inaccurate. The pictures I sent show two living roaches and one on the wall after being smashed by my son. Additionally, any bait traps pictured were purchased by us and the roaches and insects stuck on them were from an overnight period. I had purchased my own spray along with the bait traps at 10:55 pm from ********. I requested that something be done about the bugs and advised that we couldn’t continue to stay there unless that happened. Your company advised me that the pest control technician was coming between 5 and 6 pm on Thursday, then Friday at 10, and now you have advised they came after the weekend. So…if we had stayed in your apartment, the roach problem would have existed the entire stay. Your pest control treatments were not working. My son attempted to sleep in the front room on the nasty couch and killed five roaches. He saw at least 10 but was unable to catch all of them. As far as the area rugs, there were 3 pictured and none were there. This could have been disclosed to me prior to renting the ****. The couch being different is an important fact because, my son had to sleep on it. Between the bugs and the condition and size of the couch, my son did not get more than a couple hours of sleep each night. If you knew the apartment wasn’t as pictured, you should have advised us and offered the chance for us to cancel the reservation or relocate us. As far as the 30% refund, I don’t understand how you came up with 30%. We left before noon on Thursday and only came back that evening to get our belongings, take out the trash, and leave. That’s two nights we didn’t stay there so the minimal refund should have been 50%. Considering that I had to contact you for the hairdryer and trashcan twice and had to get **** involved with the pest control issue which was never resolved during our stay, I believe the entire amount should be refunded.

• Review fromKyle D

  Date: 07/18/2024

  1 star

  Kyle D

  Date: 07/18/2024

  So I’m sure they will deny and counter everything I say, based off the responses I just read, but here we go.
  Patriot homes is a disgrace. You should stop saying vet owned. It should say slum lord owned. I am traveling with 3 military vets. We rode our motorcycles from ***** to ******, *******. This house is disgusting. We called immediately and complained. They said send pictures via email, so we sent pictures of everything (too much to mention). When we called back we were told upper management reviewed the photos and everything looked “fine” to them. We asked to be moved to another place and was told no. We asked to speak to a manager and was told no one was available, but someone would call us back. FYI, Still waiting on that call back. We were not offered a partial refund like some other people were.
  Bottom line, once Patriot home has your money, it’s done. They don’t care about customer service or customer experience. People rent these homes based off of deceptive photographs.
  I’m gonna leave it at that. Know this, we are going to blast you on every social media site, travel site, and vacation rental site. More importantly, we are here with 3000 active and retired military members. They all will know to spread the word, not to use you guys.
  I can’t wait to see your response. I’m sure it will be full of lies like the other responses you post.

  Patriot Family Homes

  Date: 07/22/2024

  We worked with the guest to address the concerns and provided a refund. The guest agreed that the matter was amicably resolved. Thank you.