Complaints

This profile includes complaints for Wishlist Property's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Wishlist Property

  116 Morlake Dr Ste 202A Mooresville, NC 28117-9232

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  Wishlist Property

  341 Marietta Rd Mooresville, NC 28117-8427

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:06/17/2024

  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.

  -Date of transaction: June ***** -Amount of money paid: $1388.31 -The business committed to providing a squeaky-clean, fully equipped home with free amenities (games, water sports etc.)-FELT RACIALLY DISCRIMINATED AGAINST -Invasion of my familys privacy while staying at the home Wishlist watched us through the ring door camera. Did not inform us that the camera was at the property. Until we checked out telling us they seen different illegal activity while staying at the property.-Company call police on my family -I am disputing that the commitment and professionalism was not provided with so many sanitary and safety issues that the company did not want to take ownership for: (see below)-Smell of must through out the home -Infestation of Gnats throughout the home predominantly the kitchen -Mildew and mold in the refrigerator -Counter and stove tops not wiped off visible dry food on counters and stove.-Heavy dust through out the home: in the corners, tables, bedrooms, bathrooms, dust filters full of dust -Home had not been mopped, swept nor vacuumed (visible pet hair, stains and dust) was visible throughout the home - Lights flickering constantly (Entryway)-Appliances not sanitized visible soap detergent and dust on appliances -Microwave dirty (inside)-Trash under couch cushions (both couches)-Trash under area rugs (Living room)-Food, thick dust and trash under the bedroom beds -Dirty dishes left in the dishwasher -Out door furniture dated OUTDOOR SAFETY HAZARDS: -Broken patio umbrella -unattended tools, boat equipment left out on the dock everywhere -LARGE Spider webs all through out the home, walk ways, out door steps and all over the dock and equipment -Broken dock ladder left out on the dock in the way -a large hose left out unwrapped on the dock -Garbage cans full prior to check-in had no place to store our waste -COMPANY ACCUSING US OF SMOKING IN THE HOME -Threatened to keep our deposit if they had to show proof of smoking in the home

  Business Response

  Date: 06/18/2024

  Thank you for your feedback.We take all customer concerns seriously.
  Reference pictures and videos:drive.google.com/drive/folders/1Fu0e6uMQsXdwRPOPpFtRr7dnr_c7utGO?usp=sharing Water Sports: There is no mention of kayaks in our listing, but we provided two new ones upon the guest's request. We don't advertise these kayaks, but a boat and jet ski rental is available at the home.wishlistnc.com/crystal-oasis Privacy: Several managed lake homes, including this one, have front door cameras for liability and safety reasons. The ring doorbell is disclosed on our website and visible at the front door (image linked). Noise Complaint: We received multiple complaints about loud music, excess parking, and a large number of guests. Despite the guest's claim of having only 6 people, there were many cars (image) and dozens of people. Our policy clearly states no parties or events are allowed, and the home is suited for a maximum of 8 people due to its septic system (complaint image & agreement linked). Cleanliness: Our Inspector verifies the cleanliness before each stay, with photos available. We offered to address any cleanliness issues immediately, but the guest declined.Photos confirm the cleanliness of the appliances and bathroom cabinet (image). Damages: The umbrella was improperly used from the guests photos (image). There were 4 trash cans available for use at this 3 bedroom home (image). Smoking: Photos and videos show smoking inside the home, requiring an ozone machine to remediate the smell (image & video).  
  Communication with the guest was challenging from the beginning.

  Despite providing additional amenities, the guest violated several rules,including hosting a party, exceeding occupancy limits, and smoking indoors.This situation has jeopardized the home's standing with the **** Throughout,Wishlist maintained high standards in line with our history of managing over ***** nights of vacation rentals.

  Customer Answer

  Date: 07/09/2024

  I am rejecting this response because:
  

  See attached.

  
  

  Business Response

  Date: 07/09/2024

  As we've already proven with pictures, videos, and time stamps - along with my personal visit to the property, the neighbors accounts of the situation, and so much more information - an unauthorized party with an excess number of people (over 20 with a limit of 8) were occupying the property and there was clearly smoking in the home (ring doorbell footage shows lighting up and walking in). The video, ashes, smell, and smoke wrappers all prove smoking in the home. The guests own pictures show excess people along with the boombox that a neighbor said had "bass rocking through our walls". All of the hearsay in the complaint has already been heavily refuted. The discrepancies between what this guest has accused and what has been shown in video, text, and pictures is plentiful.

  
  I want to be clear that despite all of these issues, Wishlist did not initially pursue this guest for any damages. However, due to the size of the case we have had to build out, along with the costs to my team, the wear on the house, broken rules, ozone machine, etc - we have decided to collect on our very first security deposit after 700+ bookings.

  
  

  Customer Answer

  Date: 07/09/2024

   
  I am rejecting this response because:

  The home was not sanitized and presented as advertised: Mold, pests (Gnats), broken furniture, unprofessional communication,  falsified information- the company is dishonest. The accusations of someone smoking inside the home are FALSE in addition the hearsay. Hazardous equipment left out and unattended. There were several conversations with the company and they are dishonest. There was no need for the security deposit to be retained there were no damages. The home was left in a better state than I arrived.  Definitely No Smoking of any kind in the unit. The accusations of ********** being smoked in the home are FALSE! The police were called by the company and there were no complaints made by neighbors. The fact is that they did not stand by there advertisement of the property and the home was dirty and unsafe!  Claims of more than 8 people residing at the home are false. There was no party and the company can not govern your visitors. They misused the ring camera to keep account of whos coming and going. I do not agree with the company and even with my supporting evidence. The cleanliness and hazardous concerns were not addressed. They are still trying to drive home a party an smoking in the home that did not take place. Wishlist never took ownership of the unsanitary environment and hazardous conditions they were aware of and ignored and allowing people to rent homes that is evident not in the same condition as the pictures or verbiage being advertised on their site.

  
  

  Business Response

  Date: 07/09/2024

  Thank you for taking the time to provide feedback. We take all guest concerns seriously and strive to maintain high standards for our properties and guest experiences.
  We are sorry to hear that you found the property unsatisfactory. However, we must address several inaccuracies in your review:
  Communication: We strive for professional and clear communication. Our records show multiple attempts to resolve your concerns, which were declined.
  Smoking and Security Deposit: We have documented evidence, including video footage, of smoking inside the property from the Ring Doorbell. This is a clear violation of our no-smoking policy, which justifies the retention of your security deposit. Additionally, several neighbors and the police were involved due to reported disturbances.
  Visitor Policy: Our rental agreement clearly states the maximum occupancy and visitor policy, which is enforced for the safety and comfort of all guests and neighbors.
  Ring Camera: The use of the Ring camera is disclosed in our policies and is intended for security purposes. It helps us ensure compliance with our house rules. We do not monitor these - it's purely used for liability purposes. During our initial discussion about weed, I only knew about the smell and ashes and I witnessed first hand. After the guest denied this, we visited the video and found dozens of instances of smoking and walking in.
  Despite your dissatisfaction, we offered to address the issues immediately upon being notified, but our attempts were refused. We stand by our decision regarding the security deposit, given the violations observed and documented.
  We hope this clarifies our position and the actions taken. We value all guest feedback as it helps us improve our services.