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:11/22/2023

  Type:Order 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.

  We contacted **************** in February or March of 2023, under the impression that she represented **************** and proceeded to allow her to lease our house as a vacation rental. Our original plan was to ********** it ***** weeks/year to help cover the cost of taxes, improvements and maintenance. However she leased it rather aggressively, not even allowing me to be able to get into the house to finish the interior decorating. When our son and his family of 4, plus visiting relatives from England went to the house on August 8th, they found a real mess. The septic tank was overwhelmed with too much water waste and the alarm went off, we had to call the septic company and have it emptied asap. Lights were left on, doors were unlocked, there were bags of garbage in the boat house and garage (which should have been locked off to renters), there was rotting food in the oven filling the house with hundreds of flies, permanent marker on newly painted walls and paintings, soiled duvet covers, and both locked areas were vandalized. An office which contained boxes of family possessions and memorabilia, a firearm, a medic alert set, and 2 fireplace remotes. One fireplace remote is still missing and will cost $500 to replace. It will take me months to go through all the boxes in both areas to see if anything else is missing. My husband signed a contract and gave it to her in March 2023, she started leasing the house in May. After the fiasco in August, I told her to please stop all bookings, but she still booked 2 weeks in July of ****. At first she refused to compensate us for the cost of the missing remote, but then she texted both my husband and me and said she would deduct the $500 from the last invoice(?) ************* is in possession of the lockbox code as well as the signed contract. She has not returned his calls for the past 2 weeks, he has requested a copy of the signed contract.

  Business Response

  Date: 11/29/2023

  I have a written agreement with **************** to manage and rent his lake home (short term rental).  **************** has asked me to not communicate regarding this agreement with his wife, ***************** as she is not on the deed (according to him) and they do not agree on most matters.  I have tried to honor that request while also being respectful to ******************  The agreement indicates that myself nor my company are responsible for damages or lost/stolen items.  That said, when I am aware of a missing or damaged item in a timely manner I can retain a security deposit from the guest.  ***************** notified me of a missing remote weeks after final guest departure and after she had personal guests in the home.  This was outside of the timeframe that I could act and also past the time that **************** had ultimately canceled our agreement at ******************** insistence (according to him). I notified **************** of the coloring on the walls when it happened.  My cleaning crew cleaned it to the best of their ability with the short time that they had before ***************** had family coming in. I let **************** know that we could come back for further cleaning if he found more markings, he never notified me or requested that we return to further clean.  I heard no more about it until ***************** mentioned it after the contract was canceled.  ***************** mentions that she was under agreement with ****************, however, no agreement ever involved her and thus, I think she's just misinformed.  I had an initial agreement with **************** under my previous brokerage but never rented the home as it wasn't ready for renters.  When **************** informed me that the home was ready ( a year later) I informed him that I had left **************** and now had my own brokerage, he signed a new agreement contracting with the new brokerage.  This is a case of misunderstanding and uninformed, disgruntled spouse.  I understand ********************* frustration but this could have been handled much better, I would have been more than happy to try to find an amicable solution.  ***************** has harassed me and slandered me and my company over this and her disagreement with her husband contracting for me to manage the home instead of allowing her to do it herself.  My business is my livelihood and I don't appreciate the attempt to harm my business or my reputation over what is clearly a personal matter and or dispute between Mr. and *****************.