Complaints

This profile includes complaints for Taylor Made Deep Creek Vacations's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Taylor Made Deep Creek Vacations

  1550 Deep Creek Dr Mc Henry, MD 21541-1286

• 

  Taylor Made Deep Creek Vacations

  PO Box 280 Mc Henry, MD 21541-0280

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:02/18/2025

  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.

  I stayed at a rental home managed by Taylor Made (TM).I contacted them & inquired about maintenance of the driveway in inclement weather/snow etc. they said to call the day we were arriving to make sure the driveway was clear for us to park.I called about 2 hours before our ********** said the driveway had been cleared &we should be fine.When we arrived it was not cleared or salted,we were unable to make it up the steep driveway.I again called TM &told them I was mislead and the driveway was not clear or *********** said a vendor would be right out. 2.5 hours later an ATV shows up plows one tiny spot at the top of the ******************* called TM back, they told me they would send the vendor back out.I asked them what if we could not check out because of this issue,they said they would extend our checkout until 12pm.The ATV returned 2 hours later, plows the driveway but still does not put any salt down so the driveway is now solid ice.We spent an hour trying to clear the driveway with a shovel found on the property.We then went to the store &bought 4 bags of very melting salt for $80 came back& salted the driveway. later were able to park in the driveway. It then snowed overnight, another layer of ice and 2-3 of snow.We waited until approximately 10:30am hoping TM would send someone to clear the driveway but they didnt.We attempted to leave the property,my vehicle slid down the driveway into the road where it was l hit by a plow truck.Police &truck drivers supervisor arrived. All agreed TM negligence was a danger and putting people at life threatening risk.I called TM at 11am & the property had been locked even though they had given us until noon. I then relayed the information above to TM *** & the fact that I had complained on more than one occasion regarding the state of the driveway. TM *** laughed at me and told me I could wait for a tow truck inside the property since it was 12F out,until noon and promptly ended the call with no other form of resolution

  Business Response

  Date: 02/18/2025

  I sincerely apologize for the inconvenience and frustration you experienced during your stay. I completely understand your disappointment with the driveway conditions, especially after being assured that it had been cleared for your arrival.

  Our plowing service did attend to the property, but unfortunately, with the combination of snow and rain that was received through out the weekend, and the high winds, the driveway was not able to be fully cleared of all precipitation. I deeply regret that we were unable to prevent this situation from occurring and that the follow-up service did not meet your expectations.

  It does look like the late check out had been extended on Sunday, however, when I checked the lock, the new time did not sync.  We are working with our software system staff to try to figure out why this occurred.  I am happy to hear we were able to get you back in.  I did go back and listen to the call, and she did unlock the door immediately for you so that you could get back in.  I did not hear any part where she was laughing at you, she was basically trying to help you get back into the home while you waited.  

  
  Sincerely,
  *********
  Taylor Made Management

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22954024
  
  I am rejecting this response because it still offers no resolution. We spent time, effort and money trying to make the driveway safe during our stay. Which was in no way our responsibility to do. When you are managing a property, resources should be made available and prompt and reasonable solutions to very clear safety risks addressed. None of this happened. At a very minimum our costs for the salt on the driveway should be reimbursed. I will be advising **** of the lack of concern for safety clearly exhibited by Taylor Made and its employees. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 02/25/2025

  I have attached a copy of the contract to the property.  With regards to the weather, snow and ice can be hard to navigate for anyone or any vehicle.  Please refer to #** of the contract that has been signed by the tenant for this stay.  It is the Hold Harmless Agreement.  

  Thank you,

  *********

  H37333337373235**34H-Made Deep H34**3434383235313338H H383439353237**3935H

  Customer Answer

  Date: 03/04/2025

  They fraudulently claim that their contract allows them to unequivocally be held harmless for everything. Which is simply not the case and I will be pursuing legal action in this case. They refer to section #** specifically, which does state: 

  **. Hold Harmless Agreement. You agree to hold H37333337373235**34H-Made Deep H34**3434383235313338H H383439353237**3935H and the property owner (as intended third-party beneficiary) harmless from and against all claims, demands, causes of action,damages and liability arising from or related to any of the following:

  (d) Any injury, harm, or death to you or any other guest, persons, or animals during your stay not caused by us, including any injury, harm, or death caused by any defective condition of or in the property or to furniture, fixtures, or equipment (including any swimming pool, deck, dock, pier, or balcony).

  I'd argue that in this case, injury and harm were in fact, "cause by us" (by H37333337373235**34H Made), and their complete lack of care or concern for the safety of their guests. 

  This agreement, signed or not, does not waive any person's right to pursue legal action in the case of grievous injury and harm caused by neglect, which this most certainly was. 

• Initial Complaint

  Date:10/16/2024

  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.

  October 16, 2024 DCV?Taylormade Vacations of McHeny, ******** is trying to extort a service fee of $150 from a deposit of $532 for cancelling a reservation made on September 24, 2024. Nowhere in the agreement does it disclose that amount which is almost 30%I notified DCV/Taylormade on Monday October 14, 2024 to cancel the reservation which was to be on November 22, 2024 39 days prior.I would like the BBB to investigate this non-disclosure of they're arbitrary fees and to secure my full refund.Thank you for your time and attention ******* and ***** *****

  Business Response

  Date: 10/23/2024

  Good afternoon.

  Our standard cancellation policy, without purchasing travel insurance, states:  Arrival window within 31 days or more a full refund less our service fee, travel insurance premium, and applicable taxes will be provided.  The service fee is $150 on any cancellation that has been processed.  He has signed the cancellation agreement, and the deposit minus the service fee is being refunded.  

   

  Thank you,

  *********

  Taylor-Made Deep Creek Vacations
  

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22428834
  
  I am rejecting this response because: There was  NOT FULL DISCLOSURE of the $150 fee ANYWHERE either in the agreement that I received or anywhere on the website describing the property.  This deliberate and arbitrary action by Taylormade Vacation and Deep Creek Vacation to conceal the amount of the service fees until a cancellation is made, constitutes an environment of arbitrary extortion.   

  I have again attached the rental agreement for your review. 

  I want to see this practice of NON DISCLOSURE by Taylormade Vacation and Deep Creek Vacation eliminated.  

  Thank you 

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

  Business Response

  Date: 11/01/2024

  Good afternoon.

  In looking into this, I am showing that when the guests cancelled via email, we did let them know that the cancellation fee was $150.  

  Thank you,

  *********

  Taylor-Made Deep Creek Vacations

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22428834
  
  I am rejecting this response because: FULL DISCLOSURE of the $150 cancellation fee is NOT IN THE RESERVATION AND CANELLATION AGREEMENT ANYWHERE and is therefore an attempt to EXTORT the CONSUMER into keeping the reservation. 

  $150 fee is 30% of my payment of $532.   

  The cancellation fee or percentage is not disclosed in the Reservation Agreement and therefore constitutes EXTORTION

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

  Business Response

  Date: 11/08/2024

  Mr. *****,

  I apologize for any confusion on the cost of the cancellation. We do outline that there is a service fee with all cancellations; you also signed the contract agreeing to this charge. We did also verbally tell you the cost over the phone.  We would never extort any of our guest and we are sorry that you feel this way. 

  Thank you,

  *********

  Taylor-Made Deep Creek Vacations

  Customer Answer

  Date: 11/15/2024

   
  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,
  
  ******* *****

• Initial Complaint

  Date:08/07/2024

  Type:Facilities 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 checked into the home Crosswinds Deep Creek MD through Taylor Made 8/1-8/5. Upon arrival the house was filthy. Caked with dust and dirt. Called rental place they sent someone to clean the ceiling fans that were just covered in dust. Unable to be cleaned because of how thick it was and caked on. Asked to be moved and was told no. Was offered on Friday after pics sent to be moved. Not convenient locations. Cleaning girl sent after many complaints and phone calls. She cleaned a room and left as we were not there. Came back to the same filth. Called again and was told a work order would be placed. No phone call after and nobody showed up to clean. Maintenance came Friday to fix a beeping dishwasher, running toilet and door that would not shut and lock. We had to block it for the night! Hand rail going to bottom level was black when it was wiped. Blinds and fans had inches of dust along with pics on the wall. Cobwebs and human hair and especially in bathroom a ball of human hair and dirt. Was told comforters are washed only once a month. Cant imagine whats even in them. We had to wash all bedding. Pee stains on mattress pads. Deck in bad condition and steps onto deck ready to cave in. We had a child with asthma who had to use his inhalers who had not used them for about 6 months. We all woke up congested and sinus pressure. Very unhealthy and unsanitary to be breathing in what we breathed in! The rental office is being awful offering back not even 2 nights of our stay! Spoke with an ******* and waiting to talk to her manager on Monday 8/12. Hot tub was dirty and the hot tub *** ***** his head and left. Dust so thick everywhere. Very disappointed Taylor Made thinks they can get away with this! I have also contacted our bank and filed a report with the ************************************i have a ton of pics but its only letting me do so many.

  Customer Answer

  Date: 08/08/2024

  I have plenty more pics to add.

  They offered a home 19 minutes away as I believe I mentioned which was completely not convenient and a home that the owners were in with no check out time and then us packing up with a fridge full of food and freezer. Also, waiting for the owners to leave and the home to be cleaned and then moving in. It was already about 11 when they offered the house to us. We would have wasted the day. They offered an A+cleaning so we were agreed thinking it would be cleaned the way it should be and it was not at all. 

  Business Response

  Date: 08/15/2024

  Guests arrived at the home around 3pm.  The home was showing cleaned and ready in our system, so we allowed them to check in early. They called in around 3:24 and requested to be moved because they said that the home had a funny smell.  We called back around 4pm to follow up with guests and there were some cleaning issues, some of which were ceiling fans that were 15-20 feet in the air that had dust on them and the home had a musty smell.  We put in work orders and sent housekeeping over.  Guests called back in around 6:15 and was not happy with what the housekeeping crew had done, and wanted someone else to come clean.  Also, she mentioned that they did not have enough towels or washcloths.  We sent these over, and another housekeeper.  Guest called back in the following day, Aug. 2nd.  At this time, we offered to move the guests.  We had 2 homes available that would accommodate them.  One had an owner that was departing, so it would be closer to 4pm when ready and the other was 15 minutes down the road.  The guests did not want to wait till 4pm, and did not want to drive 15 minutes further down the road.  They decided to stay at the home.  She called back around 5:40pm on Aug 2nd and wanted housekeeping back.  Then guests called on Aug. 4th, and added an extra night.  On Aug. 5th guest called in wanting half of their money back.  Per our contract, we try to resolved issues that come in and we do not compensate for these.  Seeing that we also look at the customer service side of things, we had offer $450 back.  Guest was not happy with this and called her bank and filed a chargeback. 

  Customer Answer

  Date: 08/17/2024

  In response to Taylor Mades comment- very upsetting as most info provided is incorrect. Attached is the reservation. Sunday night was NOT added on Sunday. I spoke with a manager **** last Saturday 8/10. I made her aware of the conversation my husband had with a very rude female named ******. My parents added Sunday night days prior to our arrival on 8/1 Taylor Made was unable to find reservation and my husband had to forward his email from them back to them! ****** had to contact the credit card company to verify as well!  Also, the first day 8/1 we called upon arrival and did say the home smelled of must and also cigarette smoke. The house was filthy as you can see by the pictures I had sent and I have plenty more and can provide them. 8/1 cleaning lady came and could NOT clean the fans as they were too high and so caked with dust the dust broom would not knock off the dust. Nobody came back that day to address anymore issues! I also have my phone call log of the MANY calls made with no return calls and I had to continually call Taylor made. They refused to move us on Thursday at my request.  Friday 8/2 we called in the morning and were asked to send pics over of the house and we did and the lady we spoke to agreed the house was filthy. Offered to move us and yes- house one was 19 minutes away as we mapped it with WAZE. Was not convenient for us. 2nd house the owners were in there still at 11 am which I have call log for that as well. We were told by rental company the owners stated they didnt know what time they were leaving as we were told they have no check out time so in all fairness we wasted day one until 8pm on the phone with rental company and were not wasting another day waiting for the OWNERS to leave and housekeeping to clean another 5 bedroom home and us pack up and keep all of the food we had cold/frozen as we wanted to get on with our long weekend! It was also 11am and owners still occupied their house.Taylor made then said they would send housekeeping to do an A+ cleaning! One lady showed up and cleaned one room after I showed her all of the filth everywhere including human hair, dirt and food all over the floors and in the bathroom! The same filth was still there when we returned 1.5 hours later! She cleaned one room that she showed me and asked me if it was ok. I called Taylor made upon returning to the same filth when we left and was told they needed to put a work order in and they would be in touch. Taylor made NEVER sent another person out to clean or returned the call! Maintenance was there Friday as I stated to fix the door that would not shut properly or lock! Also fixed the dishwasher that would not turn on or off and continually beeped. The maintenance guy also saw how run down and filthy the home was. He even stated to us the owners want their money but do not put any effort back into these homes! They cant keep with maintenance calls!As for the 8/1 request for more towels which we did not receive until Saturday night which we had to call and ask for AGAIN they only brought wash clothes on 8/1 and only 4 and we had a lot more than 4 people in the home. We were told by that girl on 8/1 that her shift ended at 4:30 and she was already past that by bringing the wash clothes and there were no more big towel for us to call rental company again!  Also the comforters are only washed once a month if that and **** the manager confirmed that to me on Saturday 8/10 per our conversation. She also called and stated she had not looked at the pictures sent in by us but only after I asked her 3 times!  I asked her why she would call me without looking at the pictures first? No real response from her. Also, if a check of the the home by you the BBB or health department was done I can guarantee since Taylor made was aware that the house as I told **** would not be in the same condition as we walked into! I said Im sure cleaning was sent to clean the home too to bottom! The hot tub was green and the hot tub guy came Sunday and shook his head in disgust and left. Please go to Crosswinds Deep Creek and review the pics they have posted as thats not at all what we walked into. There was also dead bugs on the window *****. Dead bug smashed on the wall downstairs. I have all of the pics and will be glad to share all of them! pics tell the story and cant lie. I did call our bank and file a dispute as thats my right. We spent a lot of money and the house was a disgrace! There is no reason we had to accept a house inconveniently 19 minutes away for the main hub of Deep Creek or wait until late evening to move into the other home! Also, we are not happy with being harassed by ****** over the Sunday night reservation as she made it seem as though we were lying! As I said we had to forward them the confirmation email!  You dont exclect perfection when staying away from home but you do expect cleanliness and not filth! I had a child who had to use his inhaler who had not used it in 6 months! We all had headaches and were congested from the dust. Pretty sad when you are promised an A+ cleaning in a large 5 bedroom home, 5 bathrooms and that cleaning lady is fine in an hour. Most of the blinds as well were broke. We had to hand flip down and open the slats as the twist handles were broken off or laying on the window *****. Cobwebs in the corners of the fireplaces on the carpet and hard wood floors and bugs in a cobweb by broken door that did not shut or lock. Vents not even in place on the floors and filthy. Lucky someone did not walk and accidentally fall and get a foot cut or stuck in the vent opening. 
  pee stained mattress pad cover- pictures were attached previously. I do have plenty more and would happily forward! Also we were offered ****** then ****** and a ****** credit for when we could come back. I believe we deserve half back from Taylor made as they wasted half of our time fighting for a clean home! Unfair they should be able to make that decision. They stated they dont refund which is wrong. It is fraud to keep someones money when that home had not been properly cleaned and a disgrace to the owners of that home as I am sure they are unaware of this situation or the the cleanliness of their home. They pay a lot of money ago Taylor Made to ensure their home is well maintained and properly cleaned in between guests! It is not unfair to request half of our stay back! Very disappointing stay compared to all of the other homes we have stayed in! Taylor Made needs to do their job and have some compassion for their renters when things are not right! Take ownership of the issues and do what is right instead of arguing and stating we dont refund people! Read your reviews Taylor Made online. 
  you or your family would of never have stayed in that house. 

  Customer Answer

  Date: 08/17/2024

  Photos attached

  Customer Answer

  Date: 08/17/2024

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  Customer Answer

  Date: 08/17/2024

  Here is the reservation confirmation. 
  proof we did not add Sunday night the 4th on the 4th! That was done a week or so prior to arrival! Taylor Made lied! 

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22105749
  
  I am rejecting this response because: In response to Taylor Mades comment- very upsetting as most info provided is incorrect. Attached is the reservation. Sunday night was NOT added on Sunday. I spoke with a manager **** last Saturday 8/10. I made her aware of the conversation my husband had with a very rude female named ******. My parents added Sunday night days prior to our arrival on 8/1 Taylor Made was unable to find reservation and my husband had to forward his email from them back to them! ****** had to contact the credit card company to verify as well!  Also, the first day 8/1 we called upon arrival and did say the home smelled of must and also cigarette smoke. The house was filthy as you can see by the pictures I had sent and I have plenty more and can provide them. 8/1 cleaning lady came and could NOT clean the fans as they were too high and so caked with dust the dust broom would not knock off the dust. Nobody came back that day to address anymore issues! I also have my phone call log of the MANY calls made with no return calls and I had to continually call Taylor made. They refused to move us on Thursday at my request.  Friday 8/2 we called in the morning and were asked to send pics over of the house and we did and the lady we spoke to agreed the house was filthy. Offered to move us and yes- house one was 19 minutes away as we mapped it with WAZE. Was not convenient for us. 2nd house the owners were in there still at 11 am which I have call log for that as well. We were told by rental company the owners stated they didnt know what time they were leaving as we were told they have no check out time so in all fairness we wasted day one until 8pm on the phone with rental company and were not wasting another day waiting for the OWNERS to leave and housekeeping to clean another 5 bedroom home and us pack up and keep all of the food we had cold/frozen as we wanted to get on with our long weekend! It was also 11am and owners still occupied their house.Taylor made then said they would send housekeeping to do an A+ cleaning! One lady showed up and cleaned one room after I showed her all of the filth everywhere including human hair, dirt and food all over the floors and in the bathroom! The same filth was still there when we returned 1.5 hours later! She cleaned one room that she showed me and asked me if it was ok. I called Taylor made upon returning to the same filth when we left and was told they needed to put a work order in and they would be in touch. Taylor made NEVER sent another person out to clean or returned the call! Maintenance was there Friday as I stated to fix the door that would not shut properly or lock! Also fixed the dishwasher that would not turn on or off and continually beeped. The maintenance guy also saw how run down and filthy the home was. He even stated to us the owners want their money but do not put any effort back into these homes! They cant keep with maintenance calls!As for the 8/1 request for more towels which we did not receive until Saturday night which we had to call and ask for AGAIN they only brought wash clothes on 8/1 and only 4 and we had a lot more than 4 people in the home. We were told by that girl on 8/1 that her shift ended at 4:30 and she was already past that by bringing the wash clothes and there were no more big towel for us to call rental company again!  Also the comforters are only washed once a month if that and **** the manager confirmed that to me on Saturday 8/10 per our conversation. She also called and stated she had not looked at the pictures sent in by us but only after I asked her 3 times!  I asked her why she would call me without looking at the pictures first? No real response from her. Also, if a check of the the home by you the BBB or health department was done I can guarantee since Taylor made was aware that the house as I told **** would not be in the same condition as we walked into! I said Im sure cleaning was sent to clean the home too to bottom! The hot tub was green and the hot tub guy came Sunday and shook his head in disgust and left. Please go to Crosswinds Deep Creek and review the pics they have posted as thats not at all what we walked into. There was also dead bugs on the window *****. Dead bug smashed on the wall downstairs. I have all of the pics and will be glad to share all of them! pics tell the story and cant lie. I did call our bank and file a dispute as thats my right. We spent a lot of money and the house was a disgrace! There is no reason we had to accept a house inconveniently 19 minutes away for the main hub of Deep Creek or wait until late evening to move into the other home! Also, we are not happy with being harassed by ****** over the Sunday night reservation as she made it seem as though we were lying! As I said we had to forward them the confirmation email!  You dont exclect perfection when staying away from home but you do expect cleanliness and not filth! I had a child who had to use his inhaler who had not used it in 6 months! We all had headaches and were congested from the dust. Pretty sad when you are promised an A+ cleaning in a large 5 bedroom home, 5 bathrooms and that cleaning lady is fine in an hour. Most of the blinds as well were broke. We had to hand flip down and open the slats as the twist handles were broken off or laying on the window *****. Cobwebs in the corners of the fireplaces on the carpet and hard wood floors and bugs in a cobweb by broken door that did not shut or lock. Vents not even in place on the floors and filthy. Lucky someone did not walk and accidentally fall and get a foot cut or stuck in the vent opening. 
  pee stained mattress pad cover- pictures were attached previously. I do have plenty more and would happily forward! Also we were offered ****** then ****** and a ****** credit for when we could come back. I believe we deserve half back from Taylor made as they wasted half of our time fighting for a clean home! Unfair they should be able to make that decision. They stated they dont refund which is wrong. It is fraud to keep someones money when that home had not been properly cleaned and a disgrace to the owners of that home as I am sure they are unaware of this situation or the the cleanliness of their home. They pay a lot of money ago Taylor Made to ensure their home is well maintained and properly cleaned in between guests! It is not unfair to request half of our stay back! Very disappointing stay compared to all of the other homes we have stayed in! Taylor Made needs to do their job and have some compassion for their renters when things are not right! Take ownership of the issues and do what is right instead of arguing and stating we dont refund people! Read your reviews Taylor Made online. 
  you or your family would of never have stayed in that house. 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 08/20/2024

  Just as I had previous wrote, we did send housekeeping teams to the home several times to try to address the concerns of the guests.  We offered to move the guests, and she declined to take either option.  Then tried to compensate after her stay for the inconveniences that she had experienced to try to make things better.  In talking with the guest, and trying to workout a refund, she mentioned that she had already filed with her bank to be refunded.  In this case she was trying to get a refund, and filing a chargeback at the same time.  I have attached the pictures of the hot tub service reports, as she had mentioned that it was not cleaned.  These were also shared with the health department, as they were also contacted.  

  Customer Answer

  Date: 08/20/2024

  I have emailed all pictures to Mackenzie West with the BBB. I received an email from her stating the pics were not loading that I had tried to upload many times through this site. Housekeeping was sent the 1st which the girl once again was unable to reach the fans and a girl was sent on the 2nd and was cleaned one room as I took pics again after she left and did not address any of the issues I showed her as she stated oh I’m sure the person that marked this house off as clean will be talked to. She, herself did nothing either. NO further cleaning crews were sent to the home. Maintenance came and that was it. Yes, again 2 homes were offered but why would we want o be 19 minutes away per WAZE APP from the main job of Deep Creek as that was a total inconvenience and the other home had the owner present and WE were told the owner had no check out time. The house then needed cleaned so in the meantime we were supposed to wait another day packing up and keeping food cold and frozen as the fridge was full and wait to move again and unpack taking away from a weekend that was not to turn out like this. Taylor Made should even be ashamed to throw this back at us as if this is our fault! They failed to clean the home properly and Chris the manager has access to every single one of those pictures and also ask the maintenance guy or one of the 2 girls that entered the home especially the one Friday that WAS SUPPOSED to give us an A+ cleaning. Also, why would the manager from Taylor Made call me back on the 10th without going to the home first after checkout or better yet with all the calls made come to the home herself instead of back and forth calls with her staff and saying we will create a work order. We heard that 50 times. Again, not our fault, your company failed to clean and the pictures are proof. We have stayed in many beautiful homes in Deep Creek and never once did we experience what we experienced at Crosswinds. Also, I’m sure the owners of that home would be appalled to know they are paying for cleaning and not receiving it. Also, ownership of the home is public knowledge with a phone call to the Court house. it wasn’t up to us to have to move and funny we were offered that on Friday AFTER I asked to be moved on Friday before we grocery shopped and unpacked! We were told NO by management. Taylor Made never made the home right. Poor attempt. The hot  tub guy shook his head Sunday at the tub and left. And yes, I had every right to contact my bank and the health department. I also have the call logs if needed to Taylor Made. 

  Customer Answer

  Date: 08/21/2024

   
  
  Complaint: 22105749
  
  
  
  I am rejecting this response because: 
  
  

  I have emailed all pictures to Mackenzie West with the BBB. I received an email from her stating the pics were not loading that I had tried to upload many times through this site. Housekeeping was sent the 1st which the girl once again was unable to reach the fans and a girl was sent on the 2nd and was cleaned one room as I took pics again after she left and did not address any of the issues I showed her as she stated oh I’m sure the person that marked this house off as clean will be talked to. She, herself did nothing either. NO further cleaning crews were sent to the home. Maintenance came and that was it. Yes, again 2 homes were offered but why would we want o be 19 minutes away per WAZE APP from the main job of Deep Creek as that was a total inconvenience and the other home had the owner present and WE were told the owner had no check out time. The house then needed cleaned so in the meantime we were supposed to wait another day packing up and keeping food cold and frozen as the fridge was full and wait to move again and unpack taking away from a weekend that was not to turn out like this. Taylor Made should even be ashamed to throw this back at us as if this is our fault! They failed to clean the home properly and Chris the manager has access to every single one of those pictures and also ask the maintenance guy or one of the 2 girls that entered the home especially the one Friday that WAS SUPPOSED to give us an A+ cleaning. Also, why would the manager from Taylor Made call me back on the 10th without going to the home first after checkout or better yet with all the calls made come to the home herself instead of back and forth calls with her staff and saying we will create a work order. We heard that 50 times. Again, not our fault, your company failed to clean and the pictures are proof. We have stayed in many beautiful homes in Deep Creek and never once did we experience what we experienced at Crosswinds. Also, I’m sure the owners of that home would be appalled to know they are paying for cleaning and not receiving it. Also, ownership of the home is public knowledge with a phone call to the Court house. it wasn’t up to us to have to move and funny we were offered that on Friday AFTER I asked to be moved on Friday before we grocery shopped and unpacked! We were told NO by management. Taylor Made never made the home right. Poor attempt. The hot  tub guy shook his head Sunday at the tub and left. And yes, I had every right to contact my bank and the health department. I also have the call logs if needed to Taylor Made. 

   

  
  
  Sincerely,
  
  
  
  Donetta Curry

  Business Response

  Date: 08/21/2024

  Attached is the contract.