Complaints

This profile includes complaints for Vacation Homes of Hilton Head's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vacation Homes of Hilton Head

  3 Burkes Beach Rd Hilton Head Island, SC 29928-5321

• 

  Vacation Homes of Hilton Head

  840 William Hilton Pkw Ste A Hilton Head, SC 29928

• 

  Vacation Homes of Hilton Head

  28 Shelter Cove Ln Unit 112A Hilton Head, SC 29928-2007

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:08/30/2022

  Type:Service or Repair 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 have a signed contract with them. Here is a partial list of the many issues we faced, & we have photo's to share. I have tried to resolve peacefully. Management not interested, offered only $300. Contract violations. Did ask to be moved to another property. It was ignored.
  • Maintenance unannounced entry into an occupied bedroom, that had door closed & woman in bed- maintenance did not call, just opened door, walked in.
  •maintenance just showed up, I was told to expect a call, (per Drew- did not happen) & therefore I was not present.
  • maintenance there 80% of our visit; property mgr &maintenance requesting I take pictures and send list of issues on my time.
  • black mold- on wall, maintenance (Mike) exclaimed, oh this is bad...
  • black mold treated & personal items impacted; which were thrown away & re shopped for ; clothing had to be rewashed- son staying in that room left 3 days early. Got sick.
  • toilet paper wads on wall- cleaned on day 5
  • blood on comforters- had to wash before using.
  • trash under bed, candy bar wrappers, gum wrappers.
  • pool dirty and pool maintenance not done until Tues, on day 4 of our visit; pool over chlorinated to help clear up water; we were advise 'this was it', no time to get back and check on the pool.
  •dirty glasses in closet, utensils under beds.
  •dangerous deck- maintenance agreed; homeowner must address asap. I almost walked through rotted board-we marked them
  •pool tree maintenance done, rendering pool area unusable for a bit in late morning day 5.
  • toilets- we fixed toilet in Jacuzzi master- handle was broken. maint fixed guest one
  •pop sprayed all over one closet- at arrival.
  • torn &/or broken fixtures; dirty couches , dirty chairs, maint. disposed of torn items; they agreed it is bad
  • coffee pot broken, no basket; dishwasher doesn't wash properly, leaves soap every time
  • bad customer experience

  Business Response

  Date: 10/03/2022

  See attached

  Customer Answer

  Date: 10/07/2022

  
   

   ********** ********

  
  
  

  I am rejecting this response because: the home was not cleaned, nor safe for occupancy. Yet we were given early access, with a message, all is ready.  First contact with the company, I was told a crew was not ready. I was told I would be called. I advised I was heading out to beach to meet my family vs sitting around and waiting for a visit. I had my cell phone with me. I was not called. My son was still at the house, I was not given the opportunity to meet with anyone initially.  My son dealt with them initially.  Each maintenance visitor shared that the place was dirty, (toilet paper wads, black mold, dirty dishes in closet, dirty silverware under beds, candy wrappers in closet, blood on comforters, blood on couches, dirty sheets, torn pillows,  etc.) as well as unsafe- the deck was rotten in several places. The maintenance folks I met with, exclaimed, it was all "really bad". I asked to be moved to a different place (that is  in the contract). That was ignored.  There should be an email on that request. We had to stay the duration.  I have no where else to move 9 people and a dog, without any promise of reimbursement. $7000 is tons of money, for me and to just walk away and lose that money is not possible, and some family flew in for this trip, so what were we supposed to do, just leave? 
  I dealt mostly with Keahna. she offered the golf passes as the initial 'we are so sorry this is a mess' apology....we did not expect golf passes, did not ask for the.  I did say, I was expecting a refund.  She said the management team is discussing. It was near the end of the vacation we were told we'd get a $300 credit. I said it was not acceptable due to all of these issues. . and the gift basket you mention... .hardly, it was a bottle of wine, given to  us 2 days before we left  with a note of apology.... and this was delivered by the maintenance man who was there to clean off the toilet paper on the bathroom wall... ( yup not addressed until 5 days after we had been there) ...  and fix 2 toilets...  
  Also, don't forget, a pool we paid for, was not ready until Tuesday, nearly 4 days into our rental, with the maintenance man saying, this is all I have time for, this week, as he  dumped a bunch of chemicals in it, saying to stay out for a bit.  and on Weds, the pool area was out of use around lunchtime for a bit, while yard crew worked on the surrounding palm trees, that once trimmed, fell into the pool area, again, we could not use the pool then. 
  There is tons of documentation on  the issues we had. While VHHH may have previously gotten good reviews, the maintenance team indicated they were going to contact the owners to get the deck replaced/ fixed before it could be rented again. I thought that by working through VHHH  they would take care of us financially, vs just slamming them with a bad review.  Also, regarding the mold, recall their team sprayed for it while my daughter in law was there, and she called them out on spraying the chemicals on their personal effects too. Recall we had to throw those items away, as who wants a toothbrush and makeup, etc, that  had been covered in chemicals. 
  Also, maintenance team just walking into a rented house, unannounced is horrible and not safe.  this too was acknowledged as a huge miss and that particular man was no longer sent for follow up. 
  The maintenance folks were in or around the property for nearly 80% of our stay daily.  
  Let me know next steps.  This vendor is not working with their clients in the spirit of what a $7000/ week experience should be. Their website falsely advertised this property. 

  
  
  

  Regards,

  
  

  ***** ******