Complaints

This profile includes complaints for Moondance Vacation Rentals, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Moondance Vacation Rentals, LLC

  146 E Main Street Nashville, IN 47448-7064

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  Moondance Vacation Rentals, LLC

  PO Box 243 Nashville, IN 47448-0243

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:12/16/2023

  Type:Order 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.

  mistruths

  1. As you can see in the attached visuals the company claims in their response that the offered to send someone out and send out pest control that night. You can see that is untruthful, their representative said specifically that they could not come out that day. 

  2. the company responded to the BBB saying they offered to put us up immediately, it was almost an hour later as you can see in the time stamps. 
  3. The company rep told us to call Monday to which we were never able to get to speak to anyone other than this representative. 
  4. I can also so proof that we have rented from them in the past and not had issue, so this is not that we have something out for this company. 
  5. I can provide all email and message correspondence to show it was very ethical and professional on our part. 
  6. We can show that the company never responded from the get go after that evening. 
  7. We can also show we offered to pay cleaning fee to remake the beds and company lost no other money. 
  8. We have not posted a single poor review of the company as we wished to give them a chance to make this right. 
  9. I can show that there were no other ******** accounts made, that accusation is unfounded and *****. 
  10. I would like an apology in addition to our money back, as the harassment comments are unfounded. 

  not refunding us. This is unacceptable due to the late timing of the offer. The original property was not as advertised. More in the description with a visual in the attachment. All calls and emails to the company since have gone totally unanswered.

  Customer Answer

  Date: 12/29/2023

  mistruths

  1. As you can see in the attached visuals the company claims in their response that the offered to send someone out and send out pest control that night. You can see that is untruthful, their representative said specifically that they could not come out that day. 

  2. the company responded to the BBB saying they offered to put us up immediately, it was almost an hour later as you can see in the time stamps. 
  3. The company rep told us to call Monday to which we were never able to get to speak to anyone other than this representative. 
  4. I can also so proof that we have rented from them in the past and not had issue, so this is not that we have something out for this company. 
  5. I can provide all email and message correspondence to show it was very ethical and professional on our part. 
  6. We can show that the company never responded from the get go after that evening. 
  7. We can also show we offered to pay cleaning fee to remake the beds and company lost no other money. 
  8. We have not posted a single poor review of the company as we wished to give them a chance to make this right. 
  9. I can show that there were no other ******** accounts made, that accusation is unfounded and *****. 
  10. I would like an apology in addition to our money back, as the harassment comments are unfounded. 

  Customer Answer

  Date: 12/29/2023

  mistruths

  1. As you can see in the attached visuals the company claims in their response that the offered to send someone out and send out pest control that night. You can see that is untruthful, their representative said specifically that they could not come out that day. 

  2. the company responded to the BBB saying they offered to put us up immediately, it was almost an hour later as you can see in the time stamps. 
  3. The company rep told us to call Monday to which we were never able to get to speak to anyone other than this representative. 
  4. I can also so proof that we have rented from them in the past and not had issue, so this is not that we have something out for this company. 
  5. I can provide all email and message correspondence to show it was very ethical and professional on our part. 
  6. We can show that the company never responded from the get go after that evening. 
  7. We can also show we offered to pay cleaning fee to remake the beds and company lost no other money. 
  8. We have not posted a single poor review of the company as we wished to give them a chance to make this right. 
  9. I can show that there were no other ******** accounts made, that accusation is unfounded and *****. 
  10. I would like an apology in addition to our money back, as the harassment comments are unfounded. 

  Customer Answer

  Date: 12/29/2023

  11. The Moondance claim that they found us this property is untrue as well since we found it and called them about it. That also shows in our message correspondence. 

  Customer Answer

  Date: 12/29/2023

  13.  Moondance states that we state we are almost home when we call the. To complain. You can see from our timestamp on our pictures and the time we rented and called that there is only about 30 min in between. We could not have been almost home when we called them. We can show from call logs we were on the property when we called, we were half way home when they offered us a different property to stay in. 
  almost everything in Moondances response is untrue. 

  Customer Answer

  Date: 12/29/2023

  15. Moondance claims they did not have the chance to remedy this because we left before we made the complaint. This is completely inaccurate. We were on the property when we called. When we called and texted at 755. We were about an hour away when Moondance offered us the other property at 842. We may have stayed had Moondance been able to send out pest control that night as they claim. As you can see we were told they could send out pest control but  not tonight as it is after hours  

  in regards to the email accounts being created, we have emailed from different accounts hoping that one would go thru because we auspices from the start that our emails were being screened. 
  The same goes for phone calls as the only time the office answered was when we called from a different number  

  to be clear, we were told to call on the following Monday, no call was returned, we had a feeling that number was being screened or blocked so we called from a different number, it was answered once, we were told the manger would call right back and she never did. My calls from that number were never answered after that one call  

  Finally, it doesnt even matter at this point if they were roaches or bedbugs, the rental was not as advertised and that is the reason we should be refunded  

   

  Customer Answer

  Date: 12/29/2023

  I have submitted 5 text message visuals to give visual proof of our claims and the mistruth of this companys response. It looks as if they arent linking. If that is the case Id like to be able to fax them or submit them another way as they show proof of my 15 rebuttal claims. Thank you so much. 

  Business Response

  Date: 12/29/2023

  ***** contacted us claiming they had another reservation with another company but that the property they initially checked into had bedbugs and that they were looking for another place to stay last minute. We found them this property, took their reservation and then sent them their check in instructions. The guest placed a  call to our after hours staff stating they found bugs there as well. The staff member placed a call to the office manager as well as the property owner. The guest was advised that we would happily send a staff member out to check it out, send pest control out immediately, or they could move to another comparable property free of charge. The guest then stated that they were already almost home when they called us to complain. Per our rental agreement, we reserve the right to remedy issues as they arise. This guest unfortunately did not report the issue until well after they made the decision to leave. Upon inspection, the property did not have any infestations of bugs and has been deemed completely safe by pest control. We have relayed this information to this guest and let them know that they would not be receiving a refund for the issue, as they did not allow us to fix the problem for them, as we would have absolutely been happy to do. This guest has repeatedly called, emailed, ******** messaged us along with creating new ******** profiles and email addresses harassing us regarding this decision. We have had to block this guest from all communication because of the harassment our office staff has received. I have uploaded a copy of our rental agreement for reference. While we know which stay this person is referring to, this person was not the reservation holder.

  Customer Answer

  Date: 12/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  The response from the ******* is inaccurate. First, the ******* told us they would send out someone in the morning from pest control, not that evening. We were told over an hour after the complaint when we were almost home that they had found another property, not immediately provided that. We do have time stamped text messages if it comes to that. 

  we do have visual of one of the bugs in the bed at that cabin that was sent into the BBB. 
  
  There has been no harassment on our part of the *******. Being dissatisfied with a *******, providing poor reviews asking for a return call, or filing  a dispute is not harassment. Yes, we have called and emailed and facebooked often because we were never given the opportunity to speak to the office, we also have all of this documented and time stamped that we can show if need be. No new ******** profiles were created. I used a professional profile. Yes, I did message the owner of the ******* of ******** because Moondance has not retuned even one of our phone calls. We have on record that the agent t that evening of the 1st told us to call the office that Monday. After the communication the evening of the rental there was zero communication from Moondance.

  Moondance did not provide the service that we paid for and signed for in our rental agreement. 
  
  All communication was kept civil as can be seen in any of the emails, voicemails or ******** messages, to which there would never have been multiple messages had the ******* returned a call.

  As a note for the BBB, I do see that this accusation from Moondance of harassment when a consumer doesnt like something and files a complaint is something that they have used in reference to past complaints from consumers to the BBB as seen in BBB records. I will not be accused of harassment for seeking a response from a ******* that took our money and did not provide the service and instead blocked our number without ever speaking to us. The response from Moondance is completely inaccurate, I unacceptable and unethical. 
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************

  
  

  Customer Answer

  Date: 01/02/2024

  visual 1

  Customer Answer

  Date: 01/02/2024

  text visual evidence 2-5, visual 1 sent in last email.  Visual of one of the bugs in the bed submitted prior as well.