ComplaintsforBrett/Robinson Real Estate Sales

• Initial Complaint

  02/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ******************* *********************************************************************************** Brett-Robinson ********************************************** January 06, 2023 Re: ******** Dear Sir,We reserved unit number p51401 in early February 2022 after staying a long weekend at the condo. On or about the first week in November, we made the final payment of $2402.50.Unfortunately, my wife was hospitalized for surgery in **********, November 22nd, and incurred a subsequent 10-day stay in the ****** After discharge from the hospital, we returned to our **************** address with home health nursing twice daily. She had two subsequent emergency room visits and an additional visit to her primary care physician in *****, as well as one visit to a specialist at ****** Hospital. On Wednesday, December 28th, she had yet another appointment with a wound care specialist at ***********************************. I would anticipate these visits being twice weekly for the next 6 to 8 weeks, in addition to the Home Health RN weekly visits.While the aforementioned is quite a lot of clinical information, it is germane to our business transaction. About December 15, 2022, I contacted customer service at **********************-********************** to determine if, 1) our impending reservation could be rebooked for a later date, 2) the reservation could be gifted to our church staff, allowing two or three ministers time with their families during the month of January, or 3) an alternate solution could be determined since the reservation would need to be canceled, due to health circumstances beyond our control.Unfortunately, I was told option number one was not possible and that option number two could not be accommodated either, as the contract prohibited subleasing. I indicated that I would not be charging the church for the condo, but rather giving it to them. However, the representative indicated that would still be subletting. Given our close proximity to the condo, I most probably could have obtained the key, and violated the sublet agreement without notice of management. However, I chose to take the higher road, honestly explaining our circumstances. The representative indicated that Brett-Robinson was a business and could offer no other solutions, suggesting next time I make a reservation that includes travel insurance.Interestingly, I posed the following question to the representative. "Suppose a couple was involved in a motor vehicle accident on the way to the condo and the husband died and the reservation needed to be canceled. What would Brett Robinson do in that situation?" Unbelievably, I was told that the policy of the corporation would be the same as in my situation.For a time in my career, I managed 180 employees and a 23 million dollar budget. In rare but appropriate situations, I forgave hundreds or even thousands of dollars in corporate charges, because it seemed to be the humane and compassionate thing to do, snd supported the business reputation we desired. That practice did not keep us from thriving! Certainly, Brett Robinson should re-evaluate their refund-rebook policy when given appropriate medical certification from a licensed practitioner. Thank you for allowing me the opportunity to express my opinion. The result of your evaluation will determine my recommendation of your business as a local resident, and subsequent communication with other consumer protection agencies.Sincerely,******************* 2/10/2023 No response from Brett-Robinson.

  

  Business response

  02/27/2023

  First and foremost, we are always disappointed when we fail to meet our own high expectations to deliver a great customer experience. Our goal is to offer exceptional vacations to our guests and treat them like family. Each and every day, we always strive to do the right thing by our guests, our employees and our community. We strive to never take advantage of any of our guests and will always adhere to ethical business practices. 
  
  In this incident the guest was not offered a refund in accordance with our stated policies. The customer agreed to our policies at the time of booking. Travel insurance is available for purchase during the booking process to mitigate these matters but the guest chose not to purchase that protection. While we certainly empathize with the guest, we also bear the burden of acting responsibly for our rental property owners. 
  
  Hopefully this will resolve this issue. If the complainant wants to visit one of our properties in the future, we will do our best to provide the highest quality vacation experience possible.  

• Initial Complaint

  11/17/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We stayed in ******* 3 from 5/26/21 - 5/31/21. The 2nd night, the toilet from the upstairs condo started leaking and soaked the carpet and some of the beds. Their remedy was to put loud fans throughout the condo and under the carpets to dry it out. They did not offer to adjust the price. When I asked for an adjustment, I was told we could get a free night added. Later, I was told I need to speak with the manager, at which time, he stated that some of the boys in our group were misbehaving and we were being asked to leave. I tried telling him that the boys he identified were NOT in our group but he did not care. They wanted us out. I asked for a refund and was only offered $750.00 of the $2200.00. I asked if I could speak with his supervisor and was denied. In fact, he told me and my husband that as far as we are concerned, he "is ***** ********." I contacted several supervisors via phone and email and have yet to get a single response. I have pictures of the condo with all the fans and the leaks on the ceilings and closets. I also have all emails sent in an attempt to resolve the issues, as well as dates and times voicemails were left with identified supervisors. Upon returning home, we all ended up with bronchial infections and have doctor's notes to illustrate this as well. Still no response at all from ***** ********. We used to rent a condo from them every May and September for the past several years but this experience was beyond disappointing and frustrating. Even the security guard came to our defense and called in his supervisor because the manager was wrong about the teens who were misbehaving being in our party but the manager refused to listen. I am in a leadership position at work and I would never allow any of our managers to behave this way. He is not ***** ******** but sadly he still works there and not a single supervisor has returned my calls. Please see my detailed explanation in uploads. We will not be returning to any ***** ******** rental.

  

  Business response

  12/15/2021

  Business Response /* (1000, 5, 2021/11/23) */ First and foremost, we are always disappointed when we fail to meet our own high expectations to deliver a great customer experience. Our goal is to offer exceptional vacations to our guests and treat them like family. Each and every day, we always strive to do the right thing by our guests, our employees and our community. We never want anyone to feel taken advantage of and will always adhere to ethical business practices. This guest was offered a refund for two days of her stay as well as offered to extend her stay for one day at no charge due to the unfortunate water leak in her unit. The guest refused the refund and requested a full refund for the entire stay. The guest was later evicted due to a violation of our policies for behavior by members of her party. The acts violating our policies were observed by multiple members of our staff. If the complainant choses to visit one of our properties in the future, we will be happy to find way to do so and provide the highest quality vacation experience possible.

*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. ↩