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:09/20/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 family and I rented a couple of properties Sept 1st through 5th, about 9 homes at **** ******** **, Davenport, FL 33837. We had 15 adults in the home.

  This home was not in any condition to be rented out especially with children. We reported several issues with this home: refrigerator broken, ants, roaches and bed bugs, bathrooms were not clean, floors were nasty. We sent photos of these issues. We were told someone from housekeeping would give us a call but they didn't.

  Due to bed bugs, the trip ended a day early as nobody was comfortable staying in the house as 1 adult and 2 children had bites
  

  I have shown my call log and sent pics to the owner. I have video of this entire home. I provided evidence but the company is lying saying there was no evidence of bed bugs. They state the issues were not there per their investigation.
  

  We were charged a cleaning fee as well on property that was not clean.

  Please provide me a way to show video and all the pictures I have on this residence to show proof, and for other renters to beware of the kind of houses being rented.

  Business Response

  Date: 10/04/2023

  We told guest that the home was cleaned and inspected prior to guest arrival. We also sent someone to spray for pests. We also had the home checked for bed bugs and had no findings. We had other guests after their stay and no one complained about pests or bed bugs during their stay

  Customer Answer

  Date: 10/04/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20634220
  
  
  
  I am rejecting this response because: in the attachment above you will see where I was told that the guest before made the carpet nasty and there was no time to clean. I sent several messages and actual photos of the roach and the bed bug in the house the moment they were spotted.  I called the office shared a long message even spoke with management who stated they would have housing Manger reached out we purchased our on cleaning supplies because the house was nasty. This owner of this particular house is a scam and a slum lord also a liar to imply that there is no bed bugs roaches or ants  in that home we dealt with it there entire stay. I would like it to go on record and I want my complaint made public. They are only in it for money and do not care about the proper care of the property nor safety and health of there guest.

• Initial Complaint

  Date:08/06/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Property was booked from 8-2/8-11. First day a complaint was made about the couch being soiled and the entire house being visibly dirty. My wife and I went out to buy supplies to clean because it was uncomfortable especially with children. We spent the first night vacuuming & mopping. The pool was visibly dirty with debris and even dead frogs in the pool. The filtration system on the pool has not been on since we have been here and today is 8-6. The shower door in the master bedroom was broken as well as the queen size bed is broken too and on plywood as support. There was also other belongs left behind under the beds, behind dressers and even in the couch. I have been in constant contact with the property manager who sent someone to clean after we had already done so and apparently sent someone to service the pool. Now I have never seen anyone come to service the pool but I have not stayed on the property as I am on vacation. I came back the day of 8-4 and someone had attempted to clean the pool but there were still particles floating in the water because the filtration system still had not been turned on. I tried contacting HeadForOrlando but no one will call me or speak to me on the phone only through email which is one response a day. It is hard to resolve these issues without communication. On 8-5 I was informed by the property manager that the pool pump is broken and needs to be repaired and it can take up to 3-5 days. I have spent more than half my vacation without using the pool because it is not safe to swim in without filtering clean water. The property manager insists it’s safe to swim even if it’s cloudy. HeadForOrlando was informed it was safe to swim which it is not. I asked for a refund or to be moved and was told there is nowhere else they can move me even tho there are 100’s of properties on that site. And still have not responded about any sort of refund. I hope this complaint helps me and I hope no one else goes through this on vacation.

  Business Response

  Date: 08/13/2022

  Guest reached out to us on Aug 03 regarding the home with issues she was having .  We sent onsite out to the home to take care of the items she listed.  We did tell guest that the pool was not filtering correctly and that a pool tech had to order a part to correct this issue.  Pool tech agreed it was safe to swim as well.  There was no need to move guest to another home as the pool was still able to be used and the other issues were taken care of.  

  Customer Answer

  Date: 08/16/2022

  I am rejecting this response because: As a world wide company to tell a paid customer that there is nothing you can do for them is not acceptable. No one should have to be on a paid vacation and have to vacuum and clean because it was not done before and hand and the house is visibly dirty. No matter the amount of chemicals you put into any pool it is never safe to swim in there is no cleanup cycling water aka the pool pump which was told to me was broken and would be fixed. Withing my 20 day stay it never was fixed but a bunch of chemicals was dumped in the pool and that’s safe for my young children when the chemicals are not being filtered as well as the broken netting around the pool and frogs and lizards in the pool area. I have booked through this agency many times and have never experienced this. I’m not asking for a full refund but there should be some sorts of compensation. One day the door lock wouldn’t open and my 4year old had to stand outside in the rain because the door wouldn’t unlock. How is that in any way ok? I’m just looking for some sorts of resolution for the struggles I’ve gone through during a vacation which should be stress free and a good time. Having to bring my kids to the clubhouse pool everyday cuz they don’t even wanna get in the pool in the back because of the debris. What’s right is right. I’m sure no one reading this would allow their children to swim in a pool that’s not filtering clean water, dirt and debris