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Business Profile

Vacation Rentals

McCall Vacation Properties

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Vacation Rentals.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:06/28/2023

    Type:Product Issues
    Status:
    Answered
    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.
    On July 29th, 2022, I made a reservation through VRBO with a property managed by McCall Vacation Properties for July 2023. I received a confirmation of the booking that day from McCall Vacation Properties and paid $3,846.06. I then received NO communication (via email, phone, nor the app) until June 1st, 2023, requesting payment from them. Our plans had long changed by then and we were unable to make the reservation - I admit I had totally forgotten about the booking by then! I realized then the cancellation date was May 9th and had missed the date. I contacted VRBO and McCall Vacation Properties immediately and asked for a refund. I asked multiple times to speak with ****, the owner, and discuss a refund or compromise (e.g., credit). I only got 1 message back on the app from him that I was subject to the full amount paid per the cancellation policy (which is now not available on the app since it was past the date). I can see that the property is already re-rented for the dates we had cancelled! Multiple attempts to connect with him went unanswered - many phone calls and I even tried to go to his business in person and he actually does not have a physical address nor does he live in McCall. I called VRBO and they said it's completely up to the owner but sent an email requesting a refund, to which **** declined. I finally spoke with **** today (after weeks of attempting to reach him) and he was completely dismissive of any compromise because "that's policy", even encouraging me to escalate the issue. I'm out almost $4,000 and would love to find a resolution - refund or credit. I believe businesses should have better customer service and know there are always exceptions to any policy. He's not out any money since they re-rented it and any rationale human (including VRBO) would agree that the lack of communication on a booking this far out is not fair. Thanks in advance for your help!

    Business Response

    Date: 06/30/2023

    We work with multiple booking platforms including VRBO and Airbnb and are bound within their configurations to some extent. When booking through these platforms, they manage the communication regarding payments and all the payment processing. We have no direct merchant involvement regarding payments or reminders thereof. This is a standard industry practice and we take thousands of bookings using the same cancellation policies on each, every year. This is honestly the first where a guest to simply disregard the cancellation policy they signed at booking because they "forgot" they signed a contract and paid $1000's of dollars. We are advocates for the owners of the properties we manage as much as the guest and our owners expect us (by contract) to enforce the cancellation & refund policies. Failure to do so puts us in a breach with our property owners.

    Customer Answer

    Date: 07/11/2023

     
    Complaint: 20246813

    I am rejecting this response because: I would like to see some type of refund or credit to acknowledge the situation. It is NOT typical for zero communication to be provided for 10 full months - although the original contract might be typical, it's very unusual to have a booking this far in advance and should have received at least ONE email, text message, notification in the app between July and May. Also, they re-booked the property so the owners are not out anything.

    Sincerely,

    ***********************

McCall Vacation Properties is NOT a BBB Accredited Business.

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