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:06/18/2025

  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.

  Renter beware! Don't get duped into renting this "cabin." This cabin is not well maintained and is filthy. We received it at check in with filth and dirt. Dishes, pans, cooking utensils are dirty and have grease on them in the cupboards and drawers. The kitchen faucet and refrigerator leaked water. Gates were broken off. BIG SAFETY ISSUE: Fire Alarms were disabled/broke. Lights were not working. Pool table has a hole in the felt in the middle of the table. The basement smelled of mold and mildew. The dishwasher was being replaced upon are arrival and was not installed correctly (it tilted forward when you opened the door and then eventually stopped working). I did not get a picture but the ping pong table was broke. We found sugar poured in the cracks of the couch. Furniture is old and broken. Stains all over couch. The photos of this cabin are definitely old or altered to make the property look new. The access road to the garage is over grown and been that way for years it looks like, there is not even a drive anymore in the original photos on ****. When complained about it, Blue Ridge Mountain Rentals gave a $563.86 refund that barely covers cleaning costs and no refund for the lack of working amenities that were advertised. This company does not do a good job managing and maintaining the property. I would not rent The Summit of Beech or the chalet attached to it. The Chalet had a tree lying on the roof when we arrived. NOT MAINTAINED AT ALL!I CAN PROVIDE PHOTOS. Too large to upload.

  

  Business Response

  Date: 06/19/2025

  Our management team believes the refund given was appropriate, especially in light of the legally binding rental agreement this guest signed that clearly stated no refunds would be granted for any issues, real or perceived. We do also want to note that our team offered to send housekeeping out during the stay which was refused. This guest is now on a "smear campaign" as evidenced by his 1-star ****** review and his BBB complaint. This guest needs to accept that the matter is considered settled. We wish him well in future travels elsewhere.

  Thank you - BRMR

  Customer Answer

  Date: 06/19/2025

   I am rejecting this response because: This was not enough. This management company misrepresented this property in order to take money from people, which is sad because we came back to Beech Mountain to support the local community after the storms. I do not accept this repsonse.
  
  
  

• Initial Complaint

  Date:02/03/2025

  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.

  1/24-1/26. Rented a home for the weekend to celebrate my wifes 65 birthday with our kids and grandkids. Home was a biohazard with raw sewage and f**** leaking from a broken pipe. This rental agency was absolutely horrible on the lack of communication and response time to help us out. Please see the attached Word document that walks you through the entire lost and sad memory. We have witnesses, pics, videos, and text messages. All I am asking for is a complete refund from this rental agency nothing more.

  Customer Answer

  Date: 02/14/2025

  I have not heard from the business in response to my complaint. I will now post in several parts the review on BBB. In addition, I have reached out to two local news stations this morning and the *** for *****************. Contacted several law firms in the ***** area that apparently have "conflicts" and cannot represent me. Will now reach out to my local attorney in the ******* area so I can also file a small claims suit. What a shame how awful this rental group truly is.  

  
  

  

  Business Response

  Date: 03/06/2025

  Attached is a response to the credit card company after this person filed a dispute on their credit card. It contains all the necessary information, the actual truth of the matter, and our official response. No further dialogue will be engaged in regarding this matter. 

  Customer Answer

  Date: 03/06/2025

   I am rejecting this response because:

  It is 100% lies and a cover-up from this rental group. They can present anything they wish to justify their incompetence. I have many witnesses including their maintenance guy that came to the home. Even the listing of what the so-called cleaners did was completely fabricated and seems like a standard response to all their checklists. The decks were never cleaned from the snow. Nothing shoveled. The downstairs heating unit was registering 53 degrees at 4 pm when we first went into the home. The unit was broken. Matter of fact someone from their staff delivered two portable heaters in addition to the one that was already downstairs. He even said the unit was broken. So, they knew something was not working. I would be shocked if the cleaners actually went into this home the morning or afternoon before we arrived because if they did, they would have seen the leak!!! There was no reason they could not have moved us Friday early or late evening (or before we showed up....) knowing all the issues we were having except they never would respond. And it took us calling the ******************** Saturday morning to reach out to the rental group to finally have a staff member contact us and by that time we lost all of Saturday morning and finally moved Saturday around 1 pm. My family traveled up to 8 hours and everyone had to leave Sunday early morning. So, to say they would have allowed us to stay late on Sunday is hilarious. I have attached just a few of the pictures and can send a book of texts, videos, and other pics as well. Lastly, they didn't even reimburse the full amount for Friday's nightmare where no one slept and how about the lost time for Saturday. Besides sleeping Saturday evening, we ended up spending about 10 hours on Eagles Nest celebrating my wife's 65 birthday from Saturday 1 pm to Sunday 9 am. That's the true and honest story. 
  

  
  

• Initial Complaint

  Date:07/25/2023

  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.

  We are currently renting a unit for 3 months commencing 7/15 in Blue Ridge Mountain Club. We find there is a road below the unit which for normal use would be ok. The development is full of ATV’s which are highly noisy with little to no mufflers. There is also considerable construction of new homes. Using the outdoor deck for meals and for relaxing is not a comfortable experience as the noise of heavy vehicles, construction workers trucks…and we all know how loud they are… and ATV’s are at a level that conversation is impossible. This is constant and ongoing. I have complained 3 times in writing but Blue Ridge Mountain Properties do not respond. This seems to be a common theme with their company. Our view is considering the length of time we booked for and this being an obvious occurrence we should have been told the unit was blighted in this way. We certainly would not have continued the booking had we have known,
  
  I believe the agents are not reputable in that not only do they not respond but they fail to disclose in their marketing pertinent information that a customer should be aware of in making their choice.
  
  We cannot go home as we have allowed our children to use the ****** home while we are away and I don’t trust the agents….even if the responded….to rehouse us anywhere suitable.
  
  I would welcome any advice as to our rights and recommendations for an attorney who deals in these matters should you feel it appropriate
  
  The shame is this is our second summer in *****. We help the economy playing golf 4 times a week, spending in stores and eating at the restaurants. BRMP have let your town down as we likely won’t return.
  
  I am amazed you allow them to show your support on their website. You only have to look at reviews here, yelp,etc to see what sort of business they are.
  
  I have multiple videos of the issue but it appears only photos upload below. Happy to share via email.

  

  Business Response

  Date: 07/25/2023

  Our company is in contact with Mr. ****, despite his accusation to the contrary. We will resolve this internally with him as per our standard procedure. 

  Customer Answer

  Date: 07/27/2023

  After I wrote to you there was a flurry of activity with various parties from their company reaching out. We are/ were negotiating a settlement but it all went very quiet again yesterday. My issue has always been misrepresentation by omission and the fact they now claim they are in touch is only as a result of contacting yourselves and the actual property owner.  We shall see how/if this progresses to an agreeable settlement. I will keep you informed.

  Thank you for your help thus far.

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

  Customer Answer

  Date: 07/27/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.  

   

  Date Sent: 7/27/2023 8:42:22 AM
  

  After I wrote to you there was a flurry of activity with various parties from their company reaching out. We are/ were negotiating a settlement but it all went very quiet again yesterday. My issue has always been misrepresentation by omission and the fact they now claim they are in touch is only as a result of contacting yourselves and the actual property owner.  We shall see how/if this progresses to an agreeable settlement. I will keep you informed.

  Thank you for your help thus far.

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

   

   

• Initial Complaint

  Date:01/02/2023

  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.

  We reserved a cabin from BRMR back on February 2022 for a 6 night stay from 12/27/22 to 1/2/2023 for a total of $5228.62. Our family of 9, including two senior citizens and a young child, drove 15 hours for our annual family vacation. When we arrived the kitchen was full of dirty pots and pans as well as all toilets being backed up due to not having running water. When we reported the issue to maintenance, they were very much aware of the issue yet no one informed us ahead of time. The problem was perpetuated as we were told it was resolved the following day while we were out. We purchased $300 in groceries for our stay to learn later we were misinformed and the issue was never resolved. Our family spent hundreds of dollars to make the trip, on food we couldn’t cook and were strong along for 3 days with misinformation and continuously being mislead of the repairs. We finally decided to head back home on the 30th. BRMR has agreed to refund our stay but no word on how else they will make things right for the monies spent due to their lack of communication and misinformation along with ruining our vacation. I have asked repeatedly to speak to management without success.

  

  Business Response

  Date: 01/02/2023

  Guest was refunded in full on December 30 2022. Guest was extremely verbally abusive and engaged in harrassing behaviors to and against multiple members of our staff and is absolutely not welcomed back to our company in the future under any circumstances. 

  

  Business Response

  Date: 01/12/2023

  Guest was refunded in full on 12/30/2022 so their claim of not having been refunded is an outright lie as evidenced by the attached folio. It is also worth noting that despite the fact they stayed for their entire stay, and signed a legally binding rental agreement stating they understood they would not receive a refund, we chose to refund them in full. The matter is settled and considered closed. We have no further time to waste dealing with this person's victimhood, lies, and whining and BRMR will not respond to further accusations from this guest. Further contact will result in legal action. 

   

  We are certainly glad to hear they will never rent from us again as they are absolutely not welcome due to all the cursing, screaming, and repeated phone calls harassing multiple members of our staff. This guest was easily the worst customer we dealt with over the holidays and we encourage them to consider an entirely different destination for their next vacation if they're unable to handle things not going according to plan due to a once-in-a-lifetime weather event. 

  Customer Answer

  Date: 01/13/2023

   I am rejecting this response because:
  
  
  
  We have now received our refund but at the time of this complaint it was not present on our card. BRMR continues to lie stating we completed our stay. The truth is we left early and why the refund process was issued early. We were supposed to stay until the 3rd of January but left the morning of December 30th after being mislead for 3 days without water. Stating we were harassing multiple members of their staff are more lies unless you consider calling to get an answer since maintenance would continue to tell us we will call you right back and never did. This went on for 3 days with a small child and 2 senior citizens. The fact is BRMR could have avoided this entire incident by giving us a simple courtesy call of the issue and had more consideration for their guests. Our family’s vacation would not have been ruined and we could have gone elsewhere in the area. We have never been so neglected in 25 years of visiting the Blue Ridge Mountains.

  I have attached screenshots of some text messages with Dillon from BRMR that show the time stamps of when they finally contacted us the day we arrived and how long it took between messages. It also shows that we were not being disrespectful nor harassing employees. Lastly, it proves the exact time we stayed, contrary to BRMR’s comments about completing our stay.

  The refund portion has been resolved but after numerous attempts to speak to management, no one has ever returned our call. 

• Initial Complaint

  Date:08/09/2022

  Type:Sales and Advertising 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.

  My wife and I were intentionally misled by multiple representatives of Blue Ridge Mountain rentals that caused us not to move forward with our rental dates as well as forfeit our deposits.
  
  On June 20, 2022, we contacted the assistant manager and broker at Blue Ridge Mountain Rentals to let them know that we would be attending our scheduled stay at Hawks View Lodge, and that members of our party tested positive for COVID. Via telephone calls, we were advised that they would rather our party not arrive for our June 25, 2022 stay because of safety concerns for their staff. We immediately let them know that we had no intention of forfeiting our rental fee of over $3200 and requested to explore their alternative solutions due to the fact we could not guarantee negative COVID results during our stay.
  
  After a few emails exchanges the assistant manager advised us that there may be an option to reschedule our rental dates and would confirm this with the owner of the property.
  
  The assistant manager let us know that the owner wanted to see if he could rebook the rental first, only then would he discussed the rebooked dates if they were not able to rebook.
  
  Again, we were prepared to come on the scheduled dates and had no intention of cancelling, however took the advice of the agent. As the rental date passed they then came back and said that the owner would no longer like to entertain the agreement that was made, and we would just have to forfeit the $3200.
  
  We were essentially baited into cancelling on a false expectation of the owner allowing us to rebook. Then when we followed up to see if they had rebooked, with dates in-hand if not, they immediately switched what they had committed to with no hesitation or alternative. Not to mention they kept the cleaning fee and we never even stayed in the place.

  

  Business Response

  Date: 08/10/2022

  Throughout the pandemic, Blue Ridge has provided tremendous flexibility to guests as they changed their travel plans. However each home is privately owned, and this owner chose to show no flexibility to our standard cancellation policy when your original dates did not rebook. Blue Ridge is legally required to respect the homeowner's wishes and enforce the legally binding signed rental contract that this guest signed.

   

  Blue Ridge also offered these guests a $500 future credit off our company to be used at any of our homes, but this credit is now null because of the fact that this guest chose to issue a credit card dispute despite knowing the legal facts of the matter. They are not welcomed to return to any of our homes in the future. 

  Customer Answer

  Date: 08/10/2022

   I am rejecting this response because:
  
  

  The "cancellation policy" adherence only came into affect afterwards. We had NO intention of cancelling and was coming anyway but were advised by your company due to having COVID we should not. The ONLY reason we cancelled was because we were led to believe the owner wanted to work something out. We should have just came anyway at this point. Once they convinced us to cancel, they knew they didn't have to entertain us anymore because they had our money already.