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:07/19/2023

  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.

  I am writing about a unsatisfactory vacation stay through Five Star Properties ** *** ******* **** ***** ***,****** **** ****** ** *****. The dates were June 25-30 and upon arrival of the property, location was *** * *** ***** ** *****, ****** **** ** *****. The condo was beautiful and I was very pleased. But we immediately unpacked and deduced to go to the grocery store and get groceries for the week. I spent $455.89 on groceries because the location was a 45 minute drive one way to the grocery store. Upon out return to the condo we stared un packing the groceries and realized there was NO ice in the ice maker and the refrigerator/freezer was not cold . So I read the instructions and reset the refrigerator, and thought or hoped it would start working correctly. We were tired so we retired for the evening. The next morning I checked the refrigerator and freezer and there was no change. NO ice, and the refrigerator was just cool not cold. I immededely reported the issue to Five Star Properties and they said they would have someone come out and take a look. It took all day until that next mid morning before someone came by to look. By then we had already made several trips out to the store and got ice. I even put all the water bottles in the freezer hoping they would freeze so we could have a cold drink. The ice would melt in the freezer !!! We had to go get a cooler and put our ice in a cooler. VERY VERY INCONVENIENT . All the food in the freezer ,ice cream, pizza everything was melted and or defrosted. Need I let you know we were at the beach and the temperature. was in the 90;s and we could not even enjoy a cold drink or eat any of the food that was in the refrigerator or frig. I bought so many groceries... We had to find places to eat out and throw away all the cold stuff. We did have out non cold snacks and our cooler. (only)
  The man that came out to look at the refrigerator told me it was a brand new refrigerator and it should work. The only thing he did was the same thing I did, restart it. He was there about 10 minutes top, he acted like it was not a big deal and when I told him we had to contenually buy ice he said, well check it in the morning and if its not working let me know and I will bring you a bag of ice. Well another day went by and the next morning NOTHING was working so I messaged the Five Star Properties again and they said they would send some ice and contact a repairman, It was after lunch that day and a women came by with two bags of ice. Another day went by and I was sent a message that a repairman was scheduled to come out on Thursday between 2-4 pm. Well that was out very last day there. Five days and nights without a refrigerator.
  
  I was vert persistant with contacting Five Star Properties the entire stay, I have all the messages documented and I can download them if needed. I have even contacted them several times since asking for some kind of compensation or something. But because I left a review and they were not happy and they refuse to make this right. I am very frustrated and shocked that nothing was doneI paid right at $3,300 for a five night stay and for of those days was without a refrigerator and freezer and NO ICE, I spent $455 on groceries and had to throw away the cold stuff and we had to spent over $1,000 on meals to eat out .

  Business Response

  Date: 07/19/2023

  We have been in communication with this guest. She initially contacted us 2 days into her stay to let us know that the freezer/ice maker was not working, we sent maintenance and they could find no issue with the fridge (which is around 1 year old), so we reached out to appliance repair technicians to schedule a diagnostic/repair. We were able to get a repair tech scheduled for the 28th. The guest informed us that she did not want the tech to come, stating, "Thank you but tomorrow will be our last day, so you can come Friday". We brought multiple bags of ice on the 27th and 28th. When the technician went to diagnose the fridge, he found that the freezer and ice maker were functioning. Unfortunately, it seems to be more and more of a common practice for Short-Term rental guests to either invent complaints or over exaggerate for the sole purpose of receiving compensation in the form of a refund or partial refund. This guest received what she paid for, 5 nights in a renovated water view condo on ****** **** and was in no way misled or charged for something she did not receive. 

  Business Response

  Date: 08/01/2023

  I have responded to all communication and am unsure what is being requested in addition to my previous reponses. Please advise.

  Thank you,

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

  VP Operations 

  Customer Answer

  Date: 08/01/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  I want to be compensated or refunded a percentage of the $3,200 I paid. I did not have a working refrigerator, freezer or ice maker for 4 1/2 days out of 5 days I paid. The documentation I provided is verification of that from my complaint. 

  
  

  Regards,

  
  

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