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:06/05/2023

  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.

  We first came into knowledge of Breezeway through a safety presentation they gave on a webcast for Arizonans for Responsible Tourism (AZRT) in February 2023. In contacting Breezeway for this service we were given a fairly persistent presentation on their management software and nothing about the safety component other than they would have someone get back to us. The management software presentation did have its appeal so we went along with while following up on the safety measures we were first presented with. It took many months and many follow *** before we did finally hear from someone in their safety division. He confirmed our suspicion that they were using the safety presentations as a bait-and-switch to sell their management software and because of this, he had been too busy to get in touch with us sooner.Due to the high promises and high appeal of the of the management software, we did eventually sign up and went through extensive hours putting together the information they needed to set us up. Unfortunately their software never worked and was referred to as being buggy. Breezeway continued to charge us and would not let us cancel with out penalty. Essentially they present one company function, admittedly bait-and-switch to another division for software that did not work for us, but aggressively hold to strict cancellation terms along with non-refundable monthly ********; this while we spend a great amount of time and frustration on their non-functional software.

  Customer Answer

  Date: 06/16/2023

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 07/10/2023

  In regards to the issues this client noted, we received a request to put their account on hold on May 13 from *****, not because of issues with their account, but because of implementation restrictions internally ('request to churn' screenshot). Our team explained that we cannot put an account on hold for 6 months and it was decided that this account would be cancelled. Our 60 day cancellation policy was explained. This policy is included in our Agreement ('cancellation in agreement' screenshot), which was signed by ***** on Jan 30, 2023. 

  On May 16, we communicated that we would waive the 60 day cancellation and cancel their account on 5/31/2023 but that they would receive a final invoice for service in May. They responded "thank you so much we really appreciate it" (screen shot 'waived cancellation'). Ultimately we also waived their May invoice. 

  The client paid for service for February, March and April ('billing' screenshot). They want to be refunded for the service in February, March and April, despite having access to the system and does so based on bugs and issues, however I cannot find any reports from the client about these issues so that they could be resolved.

  Please let you know what additional you need from us. 

   

  Customer Answer

  Date: 07/16/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  It is promising that this company has finally responded and lightly looked into the situation. The communication with ***** in regards to the issues would have been directly with ***********************, the Software Implementation Specialist. Mostly commonly it was during the trainings and early on before the session had technically began.  It was she who I understand referred to the software as being buggy. If you check with her and she responds honestly, there should be a clear understanding that there were issues the prevented us from using the system.  I never even got it adding the app and properties, or have any experience myself since ***** could never get started due to the bugs in your software.

  The kind nature of the messages you note from which ***** sent and hopes to put it on hold were due to the hope that the bugs could be solved and that it does become a useful software for our business in the future.  Plus the time it took to get basically no where or close to a useable point with the software was considerable; add in 3 kids under 6 years of age that we are raising and in our peak season for travel.  That was the reason request to put it on hold for 6 months but the way Breezeway responded and their lack for concern with the issues of their software and time they cost us was disgracefully.  I've since worked to highlight my displeasure with the company on any forum or Airbnb/short term rental group, or other association; and will continue to do so.

  
  Thank you and especially to the BBB for helping to highlight.

  Sincerely,
  

  *****

   

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 07/26/2023

  ***** and I have spoken outside of the BBB platform and Breezeway has responded by refunding the funds collected. She responded this morning and is satisfied with the resolution, but was unable to close this complaint (conversation screenshot attached). 

  Can you help with that?

  Thanks, *****!