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:07/25/2023

  Type:Product 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 rented a one week vacation rental from Beachview Realty with air conditioning being listed as a primary amenity (its in the title of their VRBO listing). We could tell immediately upon entering the unit it was too hot and reported the A/C as not working well within 24 hours of check-in. Over the next week they sent several maintenance, handymen, and HVAC techs over but were ultimately unable to ever get the A/C working. We asked for a portable unit on both Monday and Tuesday and were declined both times. They did provide 3 tower fans but those did nothing but circulate hot air. The temperature in the unit ranged from ***** degrees throughout our stay. They provided a 15% refund but we feel this is inadequate given: their inability to provide a primary advertised amenity or suitable alternative in an otherwise unremarkable beach rental, the hassle of having to call them multiple time per day while on vacation for updates and information, and the disturbance of having workers in the unit and 7AM construction wake-up calls almost every day of our vacation. We asked for a 50% refund of the daily rate (common refund rate when primary amenity is not available per VRBO and AirBNB message boards) which they refused. They also entered the unit without our permission on Friday. We asked them not to come that day (in writing, multiple times) since it was our last full day of vacation and we wanted to enjoy the day. 2 A/C companies entered the unit against our request that day and were again unsuccessful in fixing the A/C. I am asking for a 50% refund of the daily rate: $511 x 4 (Sun-Weds) + $567 x 2 (Thu-Fri) = $3178 x 0.5 = $1589. The 15% already refunded = $642.41 so refund requested = $1589 - $642.41 = $946.59 The rental agreement does have a stipulation about no rebates for equipment not working but does not specifically mention air conditioning. Again, given this was a primary advertised amenity we feel a refund of 50% is appropriate.

  Business Response

  Date: 07/25/2023

  We are comfortable with our 15% refund given to you. If we advertised the unit as a sleeping bag with **, and the ** stopped working, we would consider a 50% refund as 1/2 of the listing was not provided. Once the issue was reported and deemed an urgent matter by you, requesting a remedy during your stay, your subsequent denial to access the unit after a tech was scheduled, is *****. We consider the matter closed. Thank you

  Customer Answer

  Date: 07/26/2023

  Beachview Realtys response is just a re-hashing of what weve already discussed ad nauseam.  Your sleeping bag analogy is a major oversimplification.  You are attempting to minimize the importance of the A/C amenity to that particular unit.  You know its a major selling point or you wouldnt have it in the title of the listing (no mention of the refrigerator or microwave, why not?).  Your narrative is also inaccurate.  We did report the unit was not working as we hoped we could work together to find a reasonable resolution (fixing the A/C) or a suitable alternative (providing a portable unit which cost around $400 at the *********** much less than your issued refund).  You didnt do either of these things.  I dont think the portable unit was a huge ask for a company of your size and could have avoided all of this frustration. We gave permission for workers to enter the unit throughout our stay even though it was intrusive to our vacation (love having random dudes in the unit when my teenage daughter is trying to shower).  You always asked permission if they could enter the unit.  I said yes every time until the night before our last day when I just wanted to have an enjoyable day without any interruption since it was our last.  I made this clear but your company still insisted on entering the unit to once again unsuccessfully fix the A/C.  Why do you ask permission if youre going to enter anyway?  Seems disingenuous.  I did not stop them from entering the unit or impede their work in any way despite them not having my permission to enter the unit.  But I guess thats ***** of me to ask the company not to enter the unit on 1 day.

  
  I dont agree with your resolution of the matter and am still requesting 50% of the daily rate minus the refund already issued ($946.59) but also recognize you dont care and attempting to reason with you is a waste of everybodys time.  I can post negative reviews and leave this as a complaint with the BBB which I plan to do. 

  Business Response

  Date: 07/28/2023

  Ultimately, this matter is subjective and as you already mentioned, has been discussed ad nauseum.

  We did not have to offer you any $ as you agreed to those terms when renting the unit. We gave you what we believe is fair to you and the property owner, as we represent both equally. 

  Bad things happen and it is up to the individual on how they will react when it does. If you prefer taking the keyboard warrior approach, more power to you.

  This is the last communication you will receive from our company on this platform.

  Take care

  Customer Answer

  Date: 08/04/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  The business and I have communicated directly and consider the matter resolved.
  
  Regards,
  
  ***********************