Complaints

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• Initial Complaint

  Date:10/21/2024

  Type:Product 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.

  Per the terms of my rental agreement, paragraph 13, for the rental property I booked, Elegant + Edgy Loft, in *********, the owner is required to refund all monies I paid for this rental since from day one they did not provide me a fit & habitable property. As well, *****, the owner of the building, said I had to leave the property due to its inhabitable ************** would be getting a full refund for my stay since ************** was unable to provide the apartment in a fit and habitable condition.The night I arrived, Tues, the roof started leaking in multiple locations in the ************* room. By Wed morning, I woke to the floor flooded with standing water & leaks everywhere. The leaks were a steady stream, and in many different locations throughout the apt. I couldnt walk through the hall, sit on the sofa, or use the coffee table without getting wet from water leaking on me or stepping in standing water on the floor. I contacted ***** *** the founder of pop rentals Wed morning to inform her how bad the situation was & request a full refund so I could move to a hotel. ***** refused. Throughout Wed & into Thursday morning the leaks grew worse, so I continued calling, texting & emailing *****. Eventually the owner of the building was notified & stopped by Thursday to assess the situation. He said it was bad, & I couldnt stay there. I again contacted ***** requesting a full refund. Again, she refused. Friday very early morning, I lost electricity, the water leaks were everywhere & unmanageable. I emailed ***** Friday morning to notify her the electricity was out, & the leaks were worse. After waiting over an hour with no reply from her, I called ***** the owner of the building to help me. ***** advised I had to leave **** as the apt was uninhabitable & he needed to come in to start working on the repairs. He told me I would be getting a full refund for my stay due to the unfit and uninhabitable condition of the apt. I have not received a full refund

  Business Response

  Date: 10/22/2024

   I am submitting the following detailed account of our experience. The property was available and habitable when she checked-in.
  
  I am writing to provide an explanation and summary regarding a recent dispute that has been filed against our charge related to **** ******. 
  On September 26, during the day , we visited the property to address the concerns related to a roof leak first reported at 2:31am on September 26. We visited the property again , around 9pm -10pm  on September 27 unfortunately, no one came to the door and the lights were on at that time. 
  Despite the challenges we faced with limited cell service and internet access, we made every effort to communicate with the guest's sister to check on their well-being.
  We acknowledge that the situation was difficult and beyond our control. We sincerely attempted to offer the guest alternative accommodations or the option to cancel the remaining stay with a 50% refund. However, these options did not meet the guests needs, which we understand.
  It is important to note that prior to the hurricane, we were proactive in offering solutions. Please see time stamped screenshots of our communication with the guest.  
  We had no knowledge of the severity of the hurricanes impact on our community until after the events unfolded on the morning of September 27. 
  ********* , *************** has been declared a federal disaster FEMA 4827. Our business lost cell service, internet, water and power 
  Given these circumstances, we believe it is not fair for us to bear the full financial burden of the guest's inability to accept the alternative accommodations or the cancellation option.
  The dispute claim for 100% of the amount paid seems excessive, especially since the guest did not communicate any change in their departure date and time during our attempts to resolve the matter. We genuinely wish that this situation could have been handled differently, as it has already resulted in significant financial losses for our business.

  Customer Answer

  Date: 10/28/2024

  I am rejecting this response because: Recap
  9/24 Arrival
  9/25 Within 12 hours of arrival, the property was unfit & uninhabitable per the terms of the rental agreement & what I paid for & expected as a quality of standard for the vacation rental that was promised me. I woke up to standing water in the hallway/walkway & multiple water leaks steaming from the ceiling in the hall & living room.I notified Pop Rentals of the standing water &water leaks.Pop did not take the situation seriously; they simply had a worker drop off towels for me to manage the water leaks &clean up the standing water &asked me to put down pots/pans to catch the water. I emailed Pop again around 1131p to advise the leaks were getting worse.
  9/26 I woke up to more areas of the ceiling leaking & standing water. At 841a, I notified Pop of the severe situation & unfit/uninhabitable conditions & stated these conditions were not what I paid for nor are an acceptable standard for my stay. ***** denied my refund request. The owner of the building ***** came by to assess the situation. He advised the situation was bad & the unit was unfit for me to stay. He said I needed to leave. I contacted Pop to notify them of this communication & request a full refund so I could move to a hotel. ***** again refused.
  9/27 I notified Pop at 512a that I had no electricity, &the situation was dire &again asked for a full refund. After an hour w/ no response, I called ***** the building owner. He advised I must leave this morning asap as the apt was unfit & uninhabitable in these conditions. He advised I would get a full refund given the condition of the unit from day one. He asked me to email him my info, nightly rate, &Venmo account where they would send my full refund. I emailed him this info Friday 925a. I left the unit before 11a. Pop Rentals/************** did not provide me the product & services I paid for; therefore, I'm due a full refund of all monies I paid per the terms of the rental agreement.
  

  Business Response

  Date: 11/09/2024

  This is first we are hearing the building owner offered to venmo ********* the full amount. We do not work for the building owner, we work for the subleasee ************. Did ***** venmo you or not? 

  The credit card dispute is still under review, which you initiated while we still did not have water, power or internet. Your remote team was communicating with you the best they could, because we are local and were out of service. Its truly despicable you refuse to accept the fact we did not have internet access to process a refund after the 9/27, so you immediately chose to dispute the claim in full, even after you were offered 50% refund if you left, which you refused to leave, as well as a full refund from the building owner, and then continue to threaten our business during federally declared natural disaster. We explained to your sister and in the credit card dispute reply we were not taking any further action until the credit dispute was completed.