ComplaintsforBender Vacation Rentals

• Initial Complaint

  12/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid a deposit for a vacation rental on 3/4/21 with travel insurance on invoice. Paid for the balance of the rental as required 14 days prior to arrival on 9/3/2021 with travel insurance noted on the invoice ($123.58). Full amount of rental for the week of $1901.76 (9/19/21 thru 9/25/21, reservation number Res-XXXXX. Husband was diagnosed with a contagious health issue on 9/XXXXXX and been taken off of work 9/8/2021 until the doctor got the lab results on 9/10/2021. I tried to speak to the travel insurance company continually and they did not have a policy on file that I had bought travel insurance. I filled a claim with Generali on 11/11/2021 using a general claim number and had to prove I had bought this coverage. Bender Realty had never communicated with Generali that I had purchased this insurance even after they were told we were not coming. They stated they do not turn this information in because they may re-rent the property (per ***** at Bender). There is something very wrong about this situation. Generali stated I should have been given a policy through email about the coverage, specifically the policy bought. I now find it interesting that once I entered Bender Realty's website yesterday to make a reservation, they HAVE NOW ADDED a check box for this insurance and included a link to the policy. This information was not there during my transactions from 9/3/2021 going back to my original deposit date of 3/4/2021. I feel that as a customer Bender Realty did not carry out a good business practice of reporting to a vendor that a policy had been bought and to transfer that information and any money collected to that company to make a transaction easier and more informative for the customer. For the record my claim with Generali was denied because of information in there policy I never received. It is apparent that Bender has realized there was a problem because they have changed the process for buying this insurance on their website now.

  

  Business response

  01/27/2022

  Business Response /* (1000, 22, 2022/01/14) */ our Reservation Manager, Julee Day contacted Ms. Robertson and spoke with her about her complaint. According to Ms. Robertson, she had purchased trip insurance with CSA Travel, through her reservation. Ms. Robertson said she canceled her reservation due an illness that she believes should have been covered by the trip insurance. Apparently, her claim was denied. Her complaint sounded legitimate to us and we have reached out to CSA Travel for confirmation of Ms. Robertson's explanation to our office. We are waiting for a response from CSA Travel and hope we hear from them soon and we will reach back out to Ms. Robertson and the BBB. Consumer Response /* (3000, 24, 2022/01/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) As the answer from Bender Realty stated, they have reached out to CSA insurance and are awaiting a response from the travel insurance company. I have not heard from either the insurance company or Bender Realty as of 1/19/22. This has not been resolved as of this date. Business Response /* (4000, 26, 2022/01/20) */ BBB Complaint on CSA Insurance Denial Inbox Please see email from Julee Day: Ms. Robertson was denied by CSA due to their policy of not covering pre-existing conditions and Ms. Robertson seems to have cancelled due to a pre-existing condition. Julee Day Wed, Jan 19, 1:09 PM (20 hours ago) to billbender Good Afternoon, Here is something for you to take care of tomorrow. This is to respond to the BBB complaint. Rachael talked to the CSA Insurance Representative. He said ******* ******************* insurance policy was reviewed by several people before it was denied. The denial is because the information she provided showed the cancellation was due to a pre-existing condition. CSA will call her again for any new documentation she may have to review the denial. Pre-existing conditions are not covered in their insurance policy. Julee

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