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:08/27/2024

  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 rented a beach house from Dunes Beach Rentals in ************** the week of August *****, 2024 for a total of $4,752.85 (rent, fees, tax, insurance). We were alerted by text that our house was clean and ready for occupancy. The house, ******************* was in appalling condition. It was dirty, dusty, sticky, stinky and *****. The kitchen had not been cleaned. There was 2 inches of scum in the dishwasher, mold on the dishes in the cabinets, old food behind the trash can, dirty floors, and nasty cabinets. The furniture was old, nasty and broken, some held together with duct tape. The grill was full of maggots and roaches. We bought a new grill for our use. The ceiling upstairs was peeling and falling off. There was mold around lights, fans, and on registers and shower curtains. There were no working lights in the carport and it was covered in mud and sand. We checked in late Saturday and the office was closed on Sunday. I called the emergency number and talked to a person in maintenance and in housekeeping. I texted pictures of all of the above. The head of housekeeping apologized profusely. Her name was **** and she said she would get someone out to clean soon. A lady came and did some cleaning for a couple of hours. Maintenance came to scrape and vacuum the grill, but I couldnt feed my children and grandchildren off of it. They sent another lady on Monday but there was only so much she could do. I asked the manager for complete compensation for our week. I spent the whole week cleaning and supervising cleaners. We had to wash every every dish before use. Our children and grandchildren were exposed to mold blowing through every register and my husband cleaned up the carport. ***********************, the manager, texted and told me a refund of $300 would be issued by check. It was an insult and not what I asked for. I received the check today but will be returning it. What an insult! We have pictures of all and would appreciate any help. *****

  Business Response

  Date: 09/11/2024

  This home is a block and 1/2 from the beach. It is a seven bedroom 4 bath with a full size pool.  The guest arrived after tropical *********************** passed, thus the area experienced high humidity .  We do acknowledge that there were some cleaning issues but not to extent that **************** has has expressed.  As she stated maintence and housekeeping responded immediately to address her concerns.  (**************** tipped the maintenance person for cleaning the grill).  I spoke with **************** on Monday morning and apologized for the inconvenience offering him a refund for cleaning and to have housekeeping come back a second time he declined both.  ***************** later called and requested housekeeping to return which they did.  One of the guests in their party returned the keys to our office on the day of departure without making any comment.

  This home has been rented all summer without an complaints.  The guest before the ******** left early in the week in anticipation of tropical *********************,  they commented that the have been coming to this home for many years and "Love It".  

  ***************** was requesting a full refund which was not warranted. Dunes responded and made every effort to accommodate her concerns as she states in her complaint.

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

  General Manager

   

   

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22200395
  
  I am rejecting this response because:TS ***** did not cause the things that were wrong with this house.  We arrived two days after ***** came through and I dont think that much mold could grow in two days.  The maintenance man was tipped because he came out on a Sunday and my husband is a nice man, not because the grill was usable.  The first cleaning **** was tipped because she left church and came to clean even though she was not even an employee of Dunes.  She did the best she could but even she said the place needed a deep clean.  The second **** who was an employee of Dunes came the next day to bring us some shower liners.  My daughter said nothing when she checked out because she helped me compose the letter that said it all.  Maintenance said they had been out to fix the ceilings a couple of weeks before so someone must have complained.  Would you pay almost $5000 for a week in this house.  I have many more pictures.  I saw one love it review and it was from 2022.  I didnt ask for a full refund but for compensation for working on my vacation and staying in appalling conditions.  A full refund would be nice, though.  I cant get pictures to load .  Will try another format.
  
  Sincerely,
  
  ***************************