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:03/21/2023

  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 rented condo from Family Time Vacation Rentals for Spring Break Ski trip (Family of 4) -30 minutes before arrival we receive text heat is not working-will drop off space heaters. I immediately responded with concern as it was currently snowingand heat seemed to be a necessity not luxury. I then inquired about the outdoor jacuzzi and via text said it should be workingbut within 30 minutes told not working. After I asked if there were any other options they offered a unit an hour awayand then a local cabin. An hour away from the ski lifts was too far so tried the cabin (Not walkable to lift). However, on our way to cabin suv got stuck in snow/ice -had to back down mountain - the entire family was petrified. We called/texted the company to only receive a text that the mtnce guy also got stuck - road needed to be plowed. Due to the safety and security concern decided to go to the condo with no heat. After 3-4 requests we finally received blankets. For (2) nights it was in the 50s and we slept with our ski clothes on. I have reached out to the ************** everyday for a week asking to speak with someone-at one point they said **** would call me however she never did. I have come to the conclusion that they dont care and I will have to approach this another way. At this pointI feel like we deserve a refund for the hardship of no heat and the other items listed: Dirt under/behind coach, laundry door off hinge & leaned up against wall, empty tide bottle on dryer, broken glass in 2 story windows, Inoperable jacuzzi (condo runs $100+ more a night compared to other units exactly the same but no jacuzzi), jets not working in master bedroom tub, dirty dishes in dishwasher on arrival, condo smelled of burnt plastic from the space heaters. Many of those items I would never complain about-but all of it together was just too much. We understand things happenbut we should not have to suffer-and then to be ignored by the rental company was a smack in the face.

  Customer Answer

  Date: 03/23/2023

  Hello-

  I wanted to reach out as the company responded to me first thing this morning- thanks to you guys.  They were agreeable

  To a 2-day refund plus compensation back from the broken jacuzzi.  I would like to close the complaint.  Thank you for your help! 

  Thank you, ***********;