Complaints

This profile includes complaints for Liquid Life Vacation Rentals's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Liquid Life Vacation Rentals

  27541 Perdido Beach Blvd Bldg A Ste M Orange Beach, AL 36561

  
• 

  Liquid Life Vacation Rentals

  PO Box 67 Orange Beach, AL 36561-0067

  

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:02/11/2025

  Type:Facilities 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 rented a condo for the month of February 2025 in ******* V unit 913 and are currently in it. The couch and two chairs are terribly worn, dirty, you sink into the couch and the chairs are not stable and awfully uncomfortable. I have been sitting on a kitchen chair bc its so uncomfortable. We were missing kitchen items and that issue has been resolved. We asked to be moved to another condo with more comfortable furniture and were told we couldnt be moved for aesthetic reasons. A housekeeping supervisor came up to do an inventory, admitted furniture was awful and dirty. I talked to supervisor ***** (?) today and asked her to come up and see for herself but she just kept saying she cant move us. This is not about asthetics, We cannot continue for another 3 weeks on this furniture. We just want to be moved and resolve this immediately. Thank you

  Business Response

  Date: 02/11/2025

  We are sorry you feel this way about your stay with Liquid Life. Unfortunately, guests cannot be moved due to furtniture choices by the owner of the property. Your suggestions have been sent to the owner, but it is up to them to make the decisions on whether or not they would like to replace the furniture. 

• Initial Complaint

  Date:09/19/2024

  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 debated writing this, because I truly cant stand anything that seems *****, but I really have no choice now. We rented from Liquid Life in ************ in 2024. The condo had several issues. We reported all of them, and I have proof of everything said here. They would reply by saying that they are on it, but it usually felt like a bot. They did send a guy over once but nothing was fixed. Although annoying, we are simple travelers, so we just dealt with all the little things. The light by the front door was out, leaving it dangerous to get inside the dark alcove door at night. We dealt with it with flashlights. The water pipes literally screamed. We dealt with it by taking fast showers. The microwave rarely worked. Again, we just went with it. We just wanted a decent place to stay, as we have to save up for vacations. The main reason why Im writing this is the fact that the condo owner failed to pay their utility bills, so we lost internet, WiFi and tv for 4 out of the 7 days. We sadly have to work while on vacation. This was not a city outage. No one paid the past due bill. We lost time and a lot of money because we couldnt work, so we asked for some form of compensation. A reasonable, small refund. They blew me off for weeks and then said no. Inexcusable. Any reputable place or management would recognize that an owner having utilities cut off for non-payment would be, well, pretty bad. Nope, they dont care. I run a small company and, trust me, the customer isnt always right. But, in this case, we were. If Liquid Life actually makes this right, Ill alter this review. But, I have very little faith in them at this point because everything points to them not caring while offering the fake we understand your frustrations lines. I would not personally rent from this company if you want a smooth stay in a place equipped with all listed offerings, and if you are an owner, Id **** contracting them. 8/17/24-8/24/24 was our stay

  Business Response

  Date: 09/19/2024

  *****, we are sorry you feel this way about your experience with Liquid Life. We do appreciate you bringing the smaller issues to our attention for our team. We always want to provide guests with the best experience that we can. You were, however, speaking with our actual local team members in ************, not a bot. We only utilize live messaging with our customer service team. In regards to the Wifi issues, we are very sorry this happened to you. However, the issue was unrelated to the owners bill being unpaid. It was an issue with the wifi service itself, which had to be addressed by the company. While we do understand your frustration with not having wifi, but that is considered an amenity and not guaranteed for your stay, per our Policies & procedures you received at booking. 

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22306319
  
  I am rejecting this response because:

   

  I was in the room when the tech found out from the cable provider the bill was unpaid.  This was told to me from the cable company. Saying that it was not the bill is untrue.  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/20/2024

  Initially, they did think this was the caser but after further digging were told that it was not. Either way, wifi is not a guaranteed amenity, per the Policies and Procedures you received at booking. 

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22306319
  
  I am rejecting this response because:  I spoke to the cable company when they were in the condo, and it was non-payment.  Lying now, saying it was not, while you are part of a BBB complaint, well, that's just sad.  I don't believe you, and after reading your other reviews, this just appears to be how you do business.  Your whole business is maintaining units for client use, yet you fail at that job and only offer "sorry that you're frustrated" responses.  Pathetic.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/22/2024

  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.

  They booted our car even though we paid for the condo/parking pass and then charged 300 dollars cash to remove and refuse to provide a receipt. It was in their rules and signage that your vehicle could be booted or towed without proper authorization proof. That being said there was no posting anywhere on signage or in their rules about a fee. In our state it is illegal to drive with signs in your window so my wife assumed it was the same there. One night she forgot to take the sign out of the visor and place on the dash and we were booted by the condo security. We asked to have it removed and we charged 300 dollars which is higher then the police would charge and were told we would get a receipt and they keep saying they will send it and dont which leads me to think what they are doing is not quite legal.

  Business Response

  Date: 07/22/2024

  We are so sorry this happened to you during your stay! Unfortunately this is not something we can help you with. You were booted and charged by your condo complex, so this will have to be disputed with them. Once again, we are so sorry this happened! 

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 22020846
  
  I am rejecting this response because: we rented from liquid life not the condo complex and followed the rules that were given to us and liquid life as the renter has accountability for the actions that were taken. I attached the rules that were provided and there is no mention of a charge for the boot like they mention for smoking and such. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/23/2024

  That is not how things work. AS the guest of the property, we inform you of their rules. If they charge you, you have to dispute it with their security and HOA.

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 22020846
  
  I am rejecting this response because: we rented from liquid life not the security or hoa. You provided info yes however it was incomplete as there was no reference to any money in the event of a boot and further more the parking pass was in the vehicle. We took it up with security and the only thing they said was get in touch with the renter which is liquid life. We have no contact with anyone except security and the renter which again is you. This is the issue when you want to pass blame and security did the exact same thing which all smells of one big scam. Its all fine we will just make sure to never rent from liquid life in the future. No need to apologize as its just hollow and passing the buck at this point. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/17/2024

  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.

  My sister, ***, niece, nephew and my husband and I booked a vacation to ***********, *******. This was booked through ****. At the time of booking ******* Brothers was the managing agent. Apparently ownership changed mid week of our vacation (which we didnt find out about until mid week either). Upon arrival we noticed mold in EVERY room. We immediately called the number we had for ******* Brothers. No answer, we left a message. We had an email so we tried that, no response. We tried calling multiple times over the course of Sat-Wednesday. No response. We could not find nor afford a new condo. Finally we got ahold of someone on Wednesday who promised to send our concerns to mgmt. That is when we were also informed ******* no longer was the managing agent. A maintenance man came Wed afternoon to look and he told us hes never seen mold this bad and nobody should be staying at the condo. Thursday came and at about 3 in the afternoon after not hearing from anyone we called yet again. That is when we were offered our cleaning fee back. We told them no thank you and said we expected more than $225. Finally at 5 pm on Friday June 14th a manager from the new mgmt company Liquid Life called and told us there is nothing they can offer us as they just took over. We told them that wasnt acceptable and we needed more or to talk to someone else. The manager then sighed loudly and said I dont know what you expect us to do for you. We also tried to contact **** who said they would reach out to the host. The host nor VRBO have reached back out as of 9 pm June 14th. To have mold on every surface of the ceiling and on the air supply vents and then be told oh well too bad is not acceptable. Liquid Life is refusing to do anything. There were 6 people in this unit including an 18 month old and a 12 year old child. When ownership changes every issue goes to the new company to take care of. They dont get to say oh well too bad. Something needs done. We took pics and videos.

  Business Response

  Date: 06/17/2024

  We are so sorry that this happened to you during your stay. Clearly, ******* Brothers absolutely should have communicated with you better and you absolutely should not have been able to book a unit that was in this poor of a condition. Unfortunately since the company purchase happened during the middle of your stay, clearly our team had not accessed the unit nor did any communication with you since your stay was being handled by ******* Brothers and you paid them directly for your stay prior to your arrival. A refund would have to be granted by ******* Brothers as we did not collect any money for your stay. That was all done with ******* Brothers before your stay. We will look into this for you and see what we can do about getting you in contact with the correct people to help resolve your issue. 

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21853883
  
  I am rejecting this response because: When you took over this property you also took on all issues and liability. I work for a property management company. Your own maintenance man said the unit was uninhabitable. We have already spoken to an attorney and have grounds to **** We found several other negative reviews about this unit and the mold. We have left or will leave a negative review on any and all platforms we can find. And the word will be spread to NEVER RENT FROM YOUR COMPANY. MAKE IT RIGHT. 

  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/18/2024

  I got more information about your stay. Our maintenance team did go out to you and corrected all of the issues in your unit. Your unit did not have mold, our team did document and photograph everything prior to correcting your issues. Our team did to the best we could and even offered to move you to another condo, but you refused. 

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21853883
  
  I am rejecting this response because:  WOW!  We have pics from the first day we got there and we ALSO took a video of the mold the day we left WHICH IS TIME AND DATE STAMPED.  So TRY AGAIN!   Your maintenance man came out wiped one vent on THURS*** AFTER WE HAD CALLED ALL WEEK and said this is too much mold.  Everything needs ripped out.  He also didn't fix the door handle we requested.  He tried and it fell off the second we tried to open the door.  And you offered a new condo the *** BEFORE WE LEFT!!!!!!!!  We are contacting our attorney today, be advised. I can see now why there are so many negative reviews about your company.  Including several regarding this particular unit and the mold!
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/28/2024

  Type:Billing 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.

  This is the second time we have stayed with Liquid Life. When there is nothing wrong with your unit its great. However if you run into issues they say they want to remedy it but when their remedy doesnt work they basically say too bad. We booked a condo and were told 2 days before they uploaded the wrong photos. Ok human error I get it. The options we were given is move or take a small discount. We inquired about moving and what was available. We were told nothing was available so we decided that we would take the discount and stay since we were leaving in a few days and trusted them that nothing was available. We were shown the photos and the place was SO outdated. But ok with a discount we will **** it up. When we arrived there was a terrible musky smell. We reported this and they sent housekeeping and they sprayed a chemical on the carpet. We had to leave for several hours and when we returned the smell was worse. When we called after checking their website where they in fact had something available!! They said we had to allow them to send people to carpet clean. Ok fine. They came and we gave it two hours to dry and still a smell. I was told repeated times the manager wasnt there that day and when I asked to move was told the manager had to make the decision and would call me back the next day. They did not. I had to call and spoke with ***** the assistant manager who called the manager and hours later said because we took the discount (which to move we said we would pay back full price to move) we couldnt. When I explained that I was misled there was no where to move or I would have taken that option in the first place. The pelican pointed unit 805 is outdated, smells, and there is mold on the shower curtain. Part of the ceiling and walls in the bathroom are peeling off and overall felt like motel 6. Renters beware!

  Business Response

  Date: 05/29/2024

  We are so sorry that you feel this way about your experience with Liquid Life. While the situation was unfortunate, we did our best to offer you comparable available accommodations last minute. The only other option was to give you a full refund and cancel your stay, but you did decide to stay in the outdated new unit, that is new to our program and not updated yet. We apologize that this did not live up to your expectations. 

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21762800
  
  I am rejecting this response because:
  When I  asked to be moved to a new u it I was told no. First it was because they wanted to remedy the situation. When given this opportunity (the smell in the condo) they came and sprayed a chemical on the carpets and had them cleaned. This did not help it only made the smell worse (their clean crew agreed it was a bad smell and the carpet company agreed it would make it worse). Then I was told they wouldnt move us because I was offered a discount which I stated multiple times I would happily pay back in exchange for being moved. The condo smells, has mold in multiple areas in clueing the shower curtain, holes in the dry wall and areas where the dry wall and ceiling are peeling. Its over  gross and not worth over $300 a night (this was the discounted rate!)
  Sincerely,
  
  *********************************

  Business Response

  Date: 07/18/2024

  We are sorry you feel this way about your experience with Liquid Life. We obviously never want guests to feel this way about their stay with us which is why we always do everything we can to remedy an issue. In regards to you feeling that you were lied to about their being another available property - we are constantly getting new properties to our program and/or guests move or cancel their dates. It is 100% likely that we did not have a property available to move you to when our team was speaking with you about it, but one came available later. Simple timing issue in this case. We are sorry for your experience as this is not the norm. 

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21762800
  
  I am rejecting this response because:
  Your staff admitted to me when I called about the property to move to that they had to show the other person that it was available and I wasnt intentionally lied to. But when I asked to move they said no because I took the discount even after I said I only took the discount because I was told nothing was available. I offer to repay the discount and move right then and there and was told sorry no we wont do that. So please dont say you do everything to remedy a situation 
  Sincerely,
  
  *********************************

  Business Response

  Date: 07/22/2024

  After the discount has been accepted, we are not able to reverse that process. It is a part of our policies. The unit came available after you accepted the discount and the decision could not be reversed. 

• Initial Complaint

  Date:03/14/2024

  Type:Customer Service 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.

  BEWARE OF liquid Life!!! Our story So the true testimony as to did I book with a reputable company is when something goes wrong how do they handle it. I can tell you our experience was a NIGHTMARE.! First thing I called Liquid Life to inquire about bringing our family pet to see if there was a pet deposit. Learned not a pet friendly property. No issues with their policy. While on the call the lady says good thing you called I see you are paid in full however we have drafted you a second time. Oops sorry. I will void that sorry for the issue we have moved computer systems. NOW BEWARE AND LOOK FOR OTHER REVIEWS!!! This is a lie! How many bad reviews have been answered by we moved computer systems. We gave them a pass THEN the day we are traveling they call to inform us they have double booked the room again blame the computer systems. They give us a temporary room after MULTIPLE CALLS INITIATED BY US !! and we move the next day to the unit we booked. Only for the water heater to go out that evening Saturday. We notify them and they tell us it will be Monday before it is fixed. We led all communication they did ZERO!! They offered to move us to another property in another city and blamed us when we refused because our entire softball team was at this property and we were playing local so the other city would have been a HUGE COST and inconvenience but again they blamed us for not moving a THIRD!!! Time! They have ZERO CUSTOMER SERVICE!!! Now let me address the fact we had not 1 but 2 maintenance visits where they knocked and came right in. ZERO NOTICE. Liquid Life was notified said they did not have maintenance scheduled but would look into it and call us back. Well no call back. So SECURITY SHOULD BE A GREAT CONCERN. Hope youre not sleeping or not dressed! They took over 4 days of our vacation and did not care! Offered us a laughable amount for compensation for our inconvenience but again ONLY AFTER WE CALLED TO ASK FOR SOMETHING. Again BEWARE ALL IS GOOD UNTIL IT IS NOT!!!!

  Business Response

  Date: 03/29/2024

  *****, almost every single employee at our company is aware of your stay, which alone should prove that it was a great concern of ours and there was no lack of communication. Yes, we did have a huge issue with our new system overbooking and double-charging guests when we switched. It was awful, and all guests that this happened to were addressed. We got this fixed as quickly as possible. All of the issues with our computer system happened the same week, and that's why you see these reviews. It was not ongoing. We did place you, completely for free may we add, in another room on your first evening due to these issues. Our team constantly communicated with your family during the hot water heater issues, offering you a new condo when we found that it could not be fixed. You refused to move. Our customer service manager asked your husband how much money in addition to the free night and discounts we had already given that you would like since you didn't want to move. When you came to pick up your check in the amount that you specifically chose, and you very aggressively verbally attacked our front desk staff in a way that made them feel very unsafe. You were given refunds, discounts and free nights equaling $1000 of your original booking, doing everything we could to help make up for the issues during your stay. 

• Initial Complaint

  Date:01/22/2024

  Type:Customer Service 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 am currently staying at *************** Tower D with no heat and the temperature outside ranges from ***** degrees. I originally booked and rented a condo in Tower *. Upon me driving to the condo I was notified by Liquid Life that the * tower was closed due to a sprinkler issue that flooded the tower. I then requested a refund in which ***** from Liquid Life refused. She was very rude to me on the phone and refused to address my concern, refused to provide me a refund and just kept saying she would fill out a form. She gave me options of placing me in a comparable room in which I declined requesting a refund again. She refused a refund so I had no choice but to accept another condo. They sent me information on one condo in tower D and by the time I arrived at Turquoise Liquid life had changed it to yet another condo. The condos fireplace did not work, the heater did. It work. The temperature range has been from ***** degrees. I emailed, text and called in with no answer. The next day someone showed up to change an air filter and knew nothing about the heater being out. I called liquid life and spoke to ***** again in which AGAIN the only assistance she offered is that she would complete a form and have a manager call me. So 30 hours later I have been refused a refund for the condo I rented being water damaged and unavailable and placed in a condo with no heat source and a manager will not contact me. I have a small child with me. This is the absolute worst customer service, care and concern I have ever experienced in my 20 years of coming to ************. I would advise that everyone stay away from Liquid Life rentals as they do not place your safety as priority and will not contact you or remedy an issue. No heat source when the night time low is 20 degrees and day time high 37 degrees has been miserable.

  Business Response

  Date: 01/23/2024

  We are so sorry for your experience during your stay with Liquid Life. As you stated, there were issues prior to your arrival with the condo that you initially rented due to a water leak. Our team moved you to another unit, and it seems that you had been texting a wrong number (that did not belong to Liquid Life or anyone on our team) about the issues in your new condo. We obviously never would have ignored you if we had received the messages, and we are so sorry about that! Our team did offer to move you to another comparable unit, but since you refused, our management refunded you for your full stay last week to the **** we had on file. Depending on your bank, this refund can take **** business days to show back up in your account. We are so very sorry for the issues during your stay!

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21177263
  
  I am rejecting this response because my young daughter and I went without heat in 20 degree weather for 24 hours and then was made to vacate the rental unit. This was after refusing to refund the money when the initial rental was water damaged. The number being text was not incorrect nor was the email, you all just would not respond. ***** with liquid life should not be in customer service, she hung the phone up on me more than once. Liquid life refused to provide the service that was paid for, ***** would not only offer help but would just keep repeating herself demanding options that were nor feasible nor were acceptable.
  Sincerely,
  
  *********************************

  Business Response

  Date: 01/23/2024

  I'm sorry, but I don't understand what further you would like for us to do? You have been refunded in full. Our team has records of all calls, texts and emails. I was very clear that the initial number was wrong. Our manager listened back to all calls with *****, and she was not rude as you are saying. ***** is one of the nicest and most friendly customer service agents. Our manager confirmed that nothing of the sort took place. You have been refunded in full, and we are sorry this happened. 

• Initial Complaint

  Date:01/18/2024

  Type:Customer Service 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.

  Paid $104.58 Canceled my reservation 3 months before our trip and they still kept $60.15 of my deposit. Liquid Life's cancelation policy is deceitful, fraudulent and a way to rip people off.

  Business Response

  Date: 01/22/2024

  We are so sorry you feel this way about your experience with Liquid Life. Our policies regarding cancellations and refunds, however, are not deceitful and are very clearly spelled out on our Guest Policies and Procedures that you receive upon booking. The only thing not refunded to guests who cancel prior to 30 Days before Arrival are our non-refundable fees that included credit card processing and damage fees. Once again, this is a small amount and very clearly spelled out in our Guest Policies and Procedures that you received upon booking.

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21162790
  
  I am rejecting this response because:

  They hide their cancelation policy in fine print and there can't be damage fees if no one ever checked in one of their facilities. In the future if their name pops up while reserving a vacation spot, I WILL ADAMANTLY NOT GO THROUGH LIQUID LIFE.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/06/2023

  Type:Customer Service 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.

  The noise level at our vacation rental, The Palms #***, is unbearable due to the contractors working immediately next to our unit. *** confirmed with the facility manager that Liquid Life, and the unit owner(s) have had knowledge of the planned work, and ************* levels, for many months. Except for a noon-1:00 lunch break each workday, the noise is extremely loud and constant from 8:00 AM-5:00 PM. Moreover, the scaffolding encroaches on our terrace. We checked in on Saturday, 9/30, and are checking out tomorrow, 10/7. The construction work commenced on Monday. We are here with our daughter, son-in-law and thirteen-month grandson. We traveled from ******* and they traveled from *****. The noise and dust have made this a nightmare. Liquid life claims it fully disclosed the construction and refuses to refund our money, saying the circumstance of construction was out of its control. On August 31, 2023, Liquid Life took the balance of our money. On September 23, one week before we checked in, and AFTER the refund period expired, it notified us of the fact of construction. This is nothing less than deceit and outright fraud. I have recorded the noise on videos from my iPhone and would be happy to share them with you if youll let me know how to do that. I spoke with a BBB employee this morning who could clearly hear the loud noises. The circumstance of the noise was clearly under the control of Liquid Life; the circumstance of construction while we we scheduled to occupy this unit was known to Liquid Life. It simply allowed this travesty to occur. All it had to do was to ensure we would not be placed in this unit and/or refund our money. I would appreciate you help in getting me a full refund.

  Business Response

  Date: 10/12/2023

  *********, we are sorry you feel this way about your experience with Liquid Life. We were notified of the construction from the *** at The Palms on 9/22, and you were notified by our team on 9/23. We always do our best to notify guests of things like this as soon as possible. 
  

  According to our records, you never contacted us with questions/concerns about the notice you received over a week before your arrival date, and you checked in the unit as normal. We did inform you, after requesting a full refund during the middle of your stay, that construction is out of our control, and we do not issue refunds for it. This is stated in guest policies at the time of booking. 

  
  

  Customer Answer

  Date: 10/13/2023

   
  Complaint: 20703355
  
  I am rejecting this response because: I was alerted to the fact of construction on September 23, which was AFTER the refund period ran. Conveniently for Liquid Life, we checked in on September 30 (a Saturday) and the work did not commence until October 2 (Monday). As I previously stated, Liquid Life was notified of the construction by the building manager many months before we checked in. A reputable business would have called me well before August 31, 2023, when they took my money, to give me options, like an alternate location or a refund. With full knowledge, it chose to put us in a room directly next to the workers, where the noise and dust were unbearable. Liquid Life knew our vacation would be miserable and made the conscious decision to ignore that fact, and now stands behind a worthless and unenforceable disclaimer. The BBB should alert the public to this consumer-unfriendly business. We should probably have known we were in for it when we checked in, only to find the floors were filthy and Liquid Life, after notice, refused to clean them.

  Sincerely,
  
  *******************

  Business Response

  Date: 10/13/2023

  As stated in the previous response, the statements the guest is making in this complaint are completely incorrect. We were not notified of the construction at the building until 9/22, and the guest was notified on 9/23. I'm not sure where the information that we knew months in advance came from, but that is simply untrue. Upon booking, guests receive and accept our Guest Policies, which states that construction and items out of our control do not constitute a refund unless it directly impacts a guest in their individual unit. 

  Customer Answer

  Date: 10/18/2023

   
  Complaint: 20703355
  
  I am rejecting this response because: As stated in my previous response, the *** AND Liquid Life were notified of the construction that would be occurring directly next to our unit more than SIX MONTHS prior to our arrival. I obtained that information directly, in person, from the building manager, ******************. We checked in on September 30, 2023. Between September 22 and September 30, Liquid Life made no attempt to contact me to offer a refund or alternative lodging. 
  

  I have sent a photo by email and two videos, by separate, individual, emails to *****************************, BBB Dispute Resolution Specialist. Apparently, those were too large to attach hereto.  Please refer to all of them. They demonstrate the noise and the fact that the workers were right outside our terrace. The work(ers) directly impacted me, my wife, daughter, son-in-law and grandson in our individual unit, The Palms unit 613. We could not hear ourselves above the noise and the dust was pervasive. We were awakened each day to ear-splitting noises. Our grandson could not sleep or take a nap. We had to leave the unit every day to escape the constant pounding and dust. Accordingly, and pursuant to Liquid Lifes policy, I am *********** a refund. The noise and dust were so invasive that I deserve a full refund.

  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/10/2023

  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.

  We stayed at Torquoise Place and the condo complex itself was great. Upon arrival the oven door was open and wouldnt close making it non-usable. We were informed it wouldnt be fixed until after our week long stay. Not having an oven to cook all week is quite the inconvenience when your are paying thousands to stay there. The air also went out two days before we were to check out. We were told that someone would be by soon to check it out. No one ever came and the condo was 80 degrees and miserable to sleep in. We just checked out and still have had no response as to why no one came to check on it. I should have known based on all the reviews not to book through liquid life. We should have used Spectrum as they were on-site and wanted to help but couldnt due to us not booking through them. We paid a lot of money to stay here and they could use some training on their customer service. The lack of concern and urgency is disappointing. No apologies or any compensation for not providing the amenities they claimed to have in their listing. (date of Stay 4/1/23 - 4/8/23

  Business Response

  Date: 04/12/2023

  ******, we are so terribly sorry that this happened during your stay. I am not showing a reservation under your name, but I did reach out to our **************** Manager to see if she could help based on your dates. It seems as if our manager was not aware of the issues during your stay until this review. She did see where one of our team members sent you a concern form to fill out, but we never received that back. These forms are how our manager understands and reviews any issues that *** need compensation or attention of any sort. We are so terribly sorry that this happened to you during your stay. Our management would love to try to help address your issues if you will email back your concern form to ******************************************** she will be in touch. 

  Customer Answer

  Date: 04/21/2023

   
  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.

  They reached out separately and offered some money back for the inconveniences and we have accepted their resolution 
  
  Sincerely,
  
  ***************************