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:06/21/2023

  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.

  In December 2022, I booked Unit C17 at The Anchorage 2 rental property in ************ ** for the week of June *****, 2023. The unit is a third floor unit, 3 bedrooms, directly oceanfront with a balcony. The cost of $4344 was split between my father and my own family. My family arrived (minus my father who was to come separately the following day) on June 10. Upon arriving in Unit C17 and bringing all of our luggage in, my husband and I proceeded to look everything over, including a thorough inspection of the beds. Im the first bedroom, we found several bed bug casings/shells, as well as several spots of bed bug waste which appeared to be undisturbed/fresh because it streaked when it was moistened. At that point I called Anchorage management and informed them of our findings and that we would likely not feel comfortable staying in the unit. A maintenance employee arrived shortly after to perform his own inspection. He and my husband found additional casings, and he told us that there had been a previous problem with bed bugs at the property, but he didnt believe there to be an active infestation or issue. Due to the evidence of bed bugs in this unit, we did not feel safe to stay there. The management said they had another, smaller unit available, Unit 111, which they could move us to. We inspected Unit 111 and found it be be very clean, and most importantly bed bug free so we moved all out belonging there. Due to Unit 111 being only 2 bedrooms, there was no room for my father, who had planned to drive down separately the following day, so he had to cancel his trip and could not join us on vacation. I wrote to the Anchorage management on June 20, 2023 to request an adjustment/partial refund to the total we paid. We paid for a 3 bedroom, 2 story oceanfront unit, and the price difference between that and the 2 bedroom unit that we ended up staying in is fairly significant (likely around $2000 difference). They denied this request.

  Business Response

  Date: 07/01/2023

  Hello, the guest is correct in that no active bed bugs were found in the initial inspection. We then thoroughly inspected the unit twice more after the guests left and still found no active bed bugs. We the guest called on June 10th, we explained that we only had one condo available which was a two bedroom and if she wanted to move to that unit, there would be no refund / adjustment to the rate. The renter agreed and moved condos. We have attached the call recordings for verification. After the guest left she emailed stating she wanted a refund. We reminded her that no bed bugs were found and that she agreed to be moved with no refund and that we do not own the condos and the original owner still had to be paid. She stated she would be filing a complaint with the BBB. We notified the renter that as the business we decided as a good faith gesture to refund the difference between condos even though the original owner had already been paid. The guest emailed stating the she was revoking her BBB complaint. We have attached these emails for verification. 

  Customer Answer

  Date: 07/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am waiting the refund they mentioned. I placed a call to the BBB on Thursday June 29 requesting that the case be closed/removed as a resolution was reached. To date I have not received a call back from the BBB but I am resolving the case and accepting the businesses response, pending my receipt of the promised partial refund. Thank you. 
  
  Sincerely,
  
  ***************************