ComplaintsforAMI Locals LLC

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dates of stay - August 5, 2023 to August 12, 2023 Total Cost - $3,385.75 Nature of the dispute - a/c not working properly, floors were dirty, comforters were not clean, and the dryer quit working 2 days before we left and we had to pack wet clothes home. To resolve our frustration AMI Locals offered 5% discount on our next stay for the inconveniences. Reservation# ********

  Business response

  03/12/2024

  We appreciate the communication and the opportunity to address the concerns raised during the stay at our vacation home. Our commitment to guest satisfaction is paramount, and we want to ensure a transparent resolution to the reported issues.
  
  I was able to look into this stay, and I do not see that the housekeeping issues were reported to us here in guest relations, I do see the issue with the Dryer was reported, in regard to this, we offered the guest a wash, dry and fold service, for our team to come by and pick up the laundry and return it to the guest,  As the guest brought issues to our attention, our maintenance team was notified, and were out to the property to address the concerns raised. As we do ask that we have the chance to rectify these issues before moving forward to compensation, I do not see the issues with the floor and linens were reported during the stay. This 5% future stay discount was provided by our reservations team after the guest departed. I will be reaching out to this guest directly to discuss a resolution moving forward.
  
  feedback from our guest is invaluable to us. Our team is dedicated to continuously improving our services to prevent such incidents in the future.

  Customer response

  03/25/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  

  The text messages are attached where AMI did respond so I am not sure why there is no record of our communication.

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

  Business response

  03/27/2024

  Hello, 

  We do appreciate the chance to rectify these issues, to prevent similar situations in the near future, I must reiterate, that we do have record of the washing machine being damaged and reported to us, in which we notified our maintenance team and offered the guest wash, dry and fold services through our housekeeping team in response to the damaged washing machine, as we do not have record of any housekeeping issues being reported during the stay, in regard to this, we do ask that we have a chance to rectify any issues during the stay, and we did not have a chance to rectify any issues regarding housekeeping during the guest's stay. 

  We do appreciate the guest's feedback as feedback from our guest is invaluable to us. Our team is dedicated to continuously improving our services to prevent such incidents in the future.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked a house via Ami locals. The house was dirty, all the furniture was dirty and ripped. Duct tape on refrigerator, toilet broke. Hot tub broke, pool broke.

  Business response

  03/01/2024

  We appreciate the opportunity to address the concerns raised regarding their stay at our property. We have thoroughly investigated the issues mentioned, including cleanliness, furniture condition, fridge functionality, and pool, spa, and toilet maintenance.
  
  We can confirm that all these issues had been promptly resolved during the guest stay, to ensure the guest's satisfaction and to ensure they do not recur for future guests. We take great pride in the quality of our accommodations and the satisfaction of our guests, and we regret any inconvenience ********************* experienced during their stay. We must advise that a compensation agreement in the amount of $770.00 was offered and moving forward if the guest, would like to sign the agreement, we are able to move forward with compensating them.
  
  Please let us know if there are any further details or actions you require from us to resolve this matter to your satisfaction.

  Customer response

  03/13/2024

   
  Complaint: 21361998
  
  I am rejecting this response because: Ami locals completely falsified their response. They fixed only the toilet during our stay. The hot tub, the pool, the refrigerator the dirty house and furniture. Also they are using I correct photos on their site. No grass by pool, different couch and table. I paid for what I saw online. We did not get that.
  
  Sincerely,
  
  *********************

  Business response

  03/14/2024

  Thank you for your attention to the concerns raised by the guest regarding their stay at beachfront ********. We take all feedback seriously and strive to address any issues promptly.
  
  Upon further investigation, we discovered that while some of the reported issues were resolved during the guest's ************* problem was not adequately addressed. We initially believed it had been fixed, but upon closer inspection, we found that it had been swapped to a vendor and was not properly taken care of during the guest's stay.
  
  We regret any inconvenience this may have caused. We have since rectified the spa issue and taken steps to prevent similar incidents in the future. Additionally, we had addressed the other concerns raised by the guest during their stay, we value our guests' feedback and are committed to providing exceptional experiences. Moving forward we will be reaching out to the guest directly to rectify the issue experienced during her stay. 

  Customer response

  03/14/2024

   
  Complaint: 21361998
  
  I am rejecting this response because: it was not just the spa, all the umbrellas were rusted out and could not be fixed. None of the furniture was addressed. We had to go buy our own cleaning products because the home was so dirty & they didnt even have a vacuum. Theres sand everywhere. Its a beach house. The fact the business keeps being so completely dishonest is absolutely disgusting. Theyve never once just said We are wrong, we messed up, we are sorry nope just this disgusting behavior. Its embarrassing. Texts included, excuse after excuse.. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Just my experience: This last Thanksgiving, we rented a house from AMI Locals on **** ***** Island and the house fit the saying "You can put lipstick on a pig, but it's still a pig." They did send out a repairman, but the many problems with the house were too permanent to fix including the fact that two of the three bedrooms had no doors. We did want the rat trap complete with attached rat hair and lots of rat p*** underneath the kitchen sink to be removed, but that was the job of the exterminator, they said, so it never did get done. I will let the pictures do the talking. I have lots of them, but I am putting just 10. "The most powerful element in advertising is the truth." *******************************

  Business response

  01/30/2024

  We appreciate the communication and the opportunity to address the concerns raised during the recent stay at our vacation home. Our commitment to guest satisfaction is paramount, and we want to ensure a transparent resolution to the reported issues.
  
  As the guest brought issues to our attention, our maintenance team was notified, and were out to the property to address the concerns we were made aware of, our team has investigated the property in regard to a complaint that the property was not as advertised and has ensured the properties listed decor, placement of doors and blinds is as listed at the property. 
  
  In recognition of the inconvenience caused, we have proactively offered a compensation agreement of $2,000.00. which was denied by the guest. 
  
  feedback from our guest is invaluable to us. Our team is dedicated to continuously improving our services to prevent such incidents in the future.

  Customer response

  02/02/2024

  Thank you for your help with this situation. I have been writing online reviews for the property to solicit a response. I was upset by the fact the property was in such poor condition but was quite saddened that they did not take responsibility immediately for their negligence and wrongdoing in this matter. To redress this issue, I asked that they donate $5000 to ******************** in *********, and I keep up my original review on their AMI Locals site, but I will take down all the other reviews I have written. What I said in that review is the truth and I don't want to sell out the truth even for a good cause. I am waiting for a response. Thanks again for your assistance. I will keep you informed. 

  Sincerely, 

  **********************;

  *******, **** 

  Business response

  02/13/2024

  Hello, 

  Thank you for the opportunity to address this situation, as these issues were reported we had technicians at the property in appropriate time frames, except the issues that the guest asked us not to address, we must reiterate that the $2,000.00 in regard to compensation for the issues at the property is final, moving forward if the guest signs the compensation agreement provided to her email, we can move forward with compensation. 

  Kind regards,  

  Customer response

  02/14/2024

   
  Complaint: 21189256
  
  I am rejecting this response because let's face it, they lied in the representation of the property, the home had safety and health issues, the technicians sent out could do nothing as the house needed major repairs and cleaning, not a quick fix. When we complained, they threw bones at us all along the way, including trying to buy their way out of a bad review. This company needs to make restitution that does good for the community and brings closure for all. We stand by our request that they donate $5000 to the ******************** in *********. Oh, and maybe someone needs to buy for them the book written by ************************* called  "Business Ethics." 

  Thanks again for your assistance in this. I am holding out hope they do what is right. 

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

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We stayed at a property managed by AMI Locals over Thanksgiving with family. The address is *************************************************************************. Reservation ID: ******** On Friday 11/24/23 I reached out to the management group to report an incident where 16 pieces of our clothing were damaged with black marks caused by the washer/dryer at this location. They requested pictures of each item which I provided and a dollar amount associated with our loss. They did not respond with a solution to the claim till the following Monday after several attempts by myself to get answers. The have repeatedly offered $200 which equates to $12.50 per item. Items lost include a silk shirt and silk bathrobe along with **** kids shirts, shorts and suits, a Lululemon tank top. The $12.50 doesnt cover any single lost item. Several pieces were new and never worn as they were bought on the trip which I have a receipt for. All of this was explained to now 3 people in the company via text and phone calls. We spent over $10,000 to stay there on vacation and feel like we arent asking for anything other than the replacement cost of items valued at $665 in total. The $200 they have offered is ridiculous and my main goal now is to make sure this doesnt happened to anyone else. We did find a few black marks on their towels that we hadnt used yet so clearly this was happening prior to our stay. I lost a shirt that belonged to my now passed mother. That loss is irreplaceable. I feel this company has lacked compassion and basic respect every step of the way and again, my goal is to protect future guests from enduring this abuse and blatant disregard of the truth.

  Business response

  12/02/2023

  We appreciate the communication and the opportunity to address the concerns raised during the recent stay at our vacation home. Our commitment to guest satisfaction is paramount, and we want to ensure a transparent resolution to the reported issue.
  
  Upon receiving the report on the 24th regarding the damaged washer and clothing, we respected the guest request to address it after your departure, ensuring it did not disrupt their stay. Subsequently, our maintenance team promptly addressed the issue on the 27th by replacing the washer boot, resolving the root cause of the problem.
  
  We would like to clarify that the towels provided at the property are delivered by a linen service, not washed on-site. This ensures a professional and specialized approach to linen care.
  
  In recognition of the inconvenience caused, we have proactively offered a compensation agreement of $300.00. which was denied by the guest. 
  
  feedback from our guest is invaluable to us. Our team is dedicated to continuously improving our services to prevent such incidents in the future.

  Customer response

  12/08/2023

   
  Complaint: 20940001
  
  I am rejecting this response because:
  Again, $300 for 16 items of clothing is laughable. That allows $18.75 per item and consequently doesnt even cover a single items original price. I would like the company to pay out the total of what we had requested. We calculated it based off receipts from new items purchased on the trip as well as low ball estimates from items from Lululemon, Target, etc. We arent asking for anything above and beyond. Just asking for the worth of the garments so we can replace what was lost due to their faulty machine. 

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

  Business response

  12/09/2023

  We appreciate the communication and the opportunity to address the concerns. We understand the departed guest's perspective and the value they have placed on the items. Our offer of $300 was a genuine attempt to address the situation. While we recognized the guest's concern to further prevent this issue for future reference, we have addressed and corrected these issues, we must reiterate that $300 is our final resolution in this matter. 

• Initial Complaint

  09/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  AMI locals uses tactics that make it difficult to navigate the rue agreements and impossible to seek a refund without penalty even if the issue was identified within less than ********************************************************* a full refund. I called the following morning after making a reservation for the wrong start date. They didnt respond to my immediate email request but continued to send documents that required my signature and asked me to acknowledge a contract or risk a penalty or a non-refundable deposit for not signing the contract. The request and email weee continuous and each with a loop hole that added less clarity on options. I cant accurately calculate the cost of their non-refundable fee.

  Business response

  09/20/2023

  When this guest booked via VRBO they clicked on the "Agree and Continue" button which clarifies that they read through VRBO's Terms and Conditions and accepted them. Within these Terms & Conditions, the cancellation policy is that the guest will have a fee totaling 6% of their reservation cost when cancelling at least 60 days before their stay.

  Customer response

  10/05/2023

  The response from AMI is not complete.

  I have used VRBO many times and the fee they refer to is new. I responded within 2 hours once I realized the error in the dates. The points they try to make about clicking on a box-is exactly why I am writing this complaint. 

  Business response

  10/20/2023

  Per our terms and conditions, we do not make changes to the reservation inside of 60-days unless we have to relocate them for major maintenance issues inside the home. If they are outside 60-days, they can cancel for a full refund, there is a 6% cancellation fee for canceling.  On occasion we will allow them to move their dates outside of 60-days If the house is more, they are responsible for any difference. In this case with the guest we could not change dates, as it is a ****************** and city requirement of rental for 7-nights, Saturdays to Saturdays, this guest was requesting Sunday to Saturday. 

• Initial Complaint

  09/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When we rented The Fish House from AMI Locals, we had very specific reasons for selecting this rental that were based upon the photos and descriptors. Unfortunately, upon our arrival and throughout the duration of our stay, there were numerous issues that shouldve been addressed prior to our arrival and/or during our stay. These issues negatively impacted our stay at the rental and created a poor consumer experience as it severely limited the usage of the rental in many ways. The rental was also not in alignment with what was advertised and lacked basic functionality. Upon arrival, I was taken aback by the lack of items available for our house that can sleep 8. I began requesting items via a phone call and text messages. There were instances that took days to get some things resolved and a majority of the issues remained unresolved for our time at the rental. I've submitted the attached document detailing out the issues and sent to AMI Locals for their review. It took a month of me consistently calling to and never spoke to a manager. They stated they would provide a 5% refund and waive the cleaning fee. Their proposed resolution is not in alignment with what we experienced. More importantly, the issues should've been resolved prior to our arrival by a proper management company. Bathroom doors screwed open, urine soaked bedding, ants in beds, no curtains in showers, lack of basic items for a household are the many reasons that are reasonable requests as to why we are requesting a 50% refund. I've given AMI Locals every opportunity to correct this issue and their response after my prompting speaks volume about their organization.

  Business response

  09/13/2023

  We would like to first start off by apologizing for this guest's dissatisfaction during their stay with us. In regard to the items this guest reported missing such as the steak knives and Tupperware, they were delivered within a day and we dont provide Tupperware in our homes so we had some purchased for this guest's stay. We do Pre-Arrival calls for our guests before they check-in to see if they have any questions to hopefully address any inventory concerns before the guest arrives so they know what to pack. Towels and dishcloths are a part of our linen service and our cleaners have a set amount they provide for each home. Our cleaners do not work directly for our company and are outsourced so they have their own schedules and various homes that they service besides ours. Issues that this guest had with the washer, dryer, ice maker, bathroom door, etc. were not reported as an issue by any previous renters and have not been a concern of any renters that have stayed at this home since the guest's stay. The issue with the toilet was reported Monday evening and was fixed before 1pm on Tuesday. The home is not advertised with privacy curtains or blinds as we have cross referenced the listing online and the pictures dont show them as missing. For compensation, we offered to refund this guest their cleaning fee of $245 plus an additional 5% off their next stay totaling 10% with their returning guest discount. This is the final offer from our team

  Customer response

  09/16/2023

   
  Complaint: 20596929
  
  I am rejecting this response because:

  This response is disappointing.  Youve failed to take ownership while simultaneously failing to address other concerns.  Several of your statements are incorrect and I have text messages complete with time stamps.  You should have those as well. 
  Steak knives arrived on Wednesday, not the next day as you state.  You failed to take ownership for urine stained bedding, food crusted on pillows and other issues by simply stating you contract out your cleaning service.  You failed to address the fact that we paid for a 3-bathroom house that had a bathroom door screwed open,making this a 2-bathroom house.  You referenced that the listing images did not have blinds.  That is incorrect as the blinds are fully retracted in your photos.  These are the same blinds that were dirty and broken in many areas and were not functional allowing for us to lift them and be able to enjoy the views that are visualized in your listing. The views that we paid for and did not receive. 
  I stand by my original document with detailed concerns and photo documentation.  This is not a luxury home as described and billed.  This home was minimally functional and fails to meet the standard expectations for a rental.  It certainly feels fraudulent that we paid for a home that was not in alignment with its descriptors. 
  
  Sincerely,
  
  ****************

  Business response

  09/20/2023

  We do also have the text messages complete with time stamps as well as photographs also showing the time stamp of when those items were delivered. The steak knives and Tupperware were delivered on Monday, August 7th at 4:15pm. Us mentioning that *********** out our cleaning service was in response to the towels provided at the home, the other issues were the reason we were reimbursing this guest's cleaning fee. This guest had 3 functioning bathrooms. As stated in the last response, none of our other guests have reported the bathroom door being an issue. Stating that privacy blinds weren't advertised is in reference to the guest reporting one of the windows didn't have blinds. The other issues with the blinds that were reported by this guest were documented and the homeowner proceeded to order new ones. With these being custom blinds, these were made and shipped out but arrived after the guest had already departed. We did work diligently to rectify any issues this guest brought to our attention that were within our control and hold firm on the compensation offer of $245 plus the 10% discount towards a future stay

  Customer response

  09/20/2023

   
  Complaint: 20596929
  
  I am rejecting this response because:
  Did you do anything to correct the door screwed open, limiting the bathroom?  No.  You may want to change your advertisement to 3 functioning bathrooms, only 2 have privacy.  All you had to do was remove the s**** to allow for the pocket door to open and then you could truthfully advertise the 3 bathrooms. Do you recommend that renters call and ask if the 3 bathrooms have doors that close?  If you want to capture the true essence of what we experienced when renting from you,please pay for a luxury rental and select said rental on premise that is has 3 bathrooms, only to have 2 bathrooms with privacy.
  Did you do anything to address the blinds that wouldnt open and remained broken?No.  I understand that they are custom but you couldve configured a solution to meet the standard that was advertised in your listing.  You failed to even make an attempt, even after we communicate several times.
  You state that nobody else has brought concerns forward.  I must be ***** that I do not trust your statements as I see youve responded to my ****** review with false information.  You responded we see our team addressed all issues during your visit and stayed in communication throughout.  Please help me understand how you addressed all issues. 
  Your continued lack of ownership for the standard when renting from a luxury company is egregious.  I do not accept your compensation as it fails to align with the reality of what we experienced. 
  Sincerely,
  
  ****************

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We rented The Garden Party for our family vacation over the 4th of July. Unfortunately, it turned out to be a disaster. Even worse, AMI Locals proved to be unreasonable and unethical in their response. Our biggest complaint is that some of the photos still available online today are FALSELY ADVERTISING this property. The entire lower level of the home is advertised to be fully furnished to provide additional living space. In reality, there are no couches (as pictured), the few pieces of furniture available were rusted and unsafe, the ** didnt work, there was dripping water from the ceiling, and NO operable air conditioning. The home was also very dirty with drink/food left behind in the refrigerator, debris on the floor including sand, dirt, hair and crackers from the previous tenant, and vents covered in dust/grime. We also discovered the master shower to have one glass panel where two should have been. After 2 phone calls to customer service, we finally received help on Day 3 (half way through our vacation). The cleaning lady re-swept what I had already addressed myself. The maintenance man let us know that this property had received numerous complaints and had actually endured a fire at one time. He stated it should just be torn down. He brought along a box fan to supposedly solve our issue in the lower level which of course did nothing! When he removed the glass panel and metal frame to put up a curtain rod, he left behind dirty boot prints in the tub and debris all over the floor so I once again had to clean on my vacation. The management company will say that they attempted to resolve our issues but Id like to point out what an inconvenience it was to have to pack up at the beach and return back for these workers. And they did not perform a quality job. After at least a dozen phone calls, a detailed email and a month and a half passing, we finally received a refund offer that is 10% of what we paid them. Unacceptable. This company simply doesnt care.

  Business response

  08/31/2023

  We would first like to start off by apologizing for the issues this guest experienced during their stay and would like to assure them that we truly do care. We see that this guest has signed their compensation agreement and will begin processing it once this case is closed

  Customer response

  08/31/2023

   
  Complaint: 20494147
  
  I am rejecting this response because:

  Too little, too late with no fair resolution. Yes, we agreed to accept the very small financial amount you are offering because we feel we deserve at least that (and more) but realize you are not interested in doing the right thing or resolving our issues fairly. Good customer service is owning up to your wrong doings and fighting to keep your clients as life long customers. You have failed miserably. I will never rent from your company again! 

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

  Business response

  09/05/2023

  Per the compensation document that this guest signed "Guest also does hereby acknowledge and agree that Guest shall not do, say, publish, write, or otherwise communicate in any manner, including, but not limited to, online reviews, anything that would or could potentially disparage or damage the reputation of the *************** With this Better Business Bureau case still being an open and active complaint, we will not be able to process compensation until this is resolved.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The city is performing extensive roadwork on the street we are staying on. AMI Locals is stating that, and while I agree, they have no control over it, there should be a monetary compensation, to ease the lack of use of the property that is advertised. Due to the construction we are unable to:- utilize the garage - utilize the driveway - construction noise, inside and outside of the home all day long . Due to construction we have to: - Have to walk on a mud filled street - Walk over pipe drainage which does not adhere to the guidelines set forth by the *** for standards for accessibility.- Do not have direct beach access, having to walk two blocks up, even though the *** Team said we did. (See picture). - Do not have direct parking as promised by the *** Team - have to park 2-4 blocks up. (See picture).I have:- tried to contact a supervisor four times over the last week and have had none of my phone calls returned. I have proof via a call log as well. I am allowing BBB to utilize my pictures and complaint for media purposes.

  Business response

  08/09/2023

  AMI Locals has been in contact with this guest and compensation has been agreed upon

• Initial Complaint

  07/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I spent 3 nights at one of AMI's rental properties. There were a number of minor broken and non-functional items (remotes, TV's not working, broken chairs, etc.). I informed them via phone but also told them I didn't want to make a big deal of it and they could be addressed later when I left. On the last afternoon of my stay, I discovered the washing machine was also not working. As our stay there was only 3 days, this was the only time we had accumulated enough laundry and had quite a bit given the beach stay. They told me it was too late in the day and they could send someone out the following day - only after I checked out due to their strict checkout policy of 10am. They also refused to let me check out 2 hours later to accomodate this, despite there being no other guests booked until 2 days after my stay. I asked for compensation but they told me I had informed them too late into my stay about the broken washing machine - despite the fact that most people wouldn't have noticed so early into a short stay. They chose to not have their maintenance team work late on that final night of my stay to fix it - not me. It shouldn't be incumbent upon the guest to check all appliances for functionality immediately upon entering. It should be noted that I have followed up multiple times for over 3 months with promised phone calls and only today finally received a return call... only to be basically told it wasn't their problem.

  Business response

  07/18/2023

  We do have record of the items this guest reported during their stay and had offered to take care of them. Without the ability to have rectified these items for this guest, we are unable to offer any compensation. The inability to compensate this guest applies to the washing machine as well since they notified us at 7pm on their last night in the home. At this time, our technicians are taking care of after-hours emergencies as they end their regular work day at 6pm. This was our technician's first stop on the morning of this guest's departure and was out there before their check-out time. The guest had turned the technician away so he was not able to service before they left. We make all of our guests aware of our 10am check-out time as we out-source our cleaners and they have their own schedules that we do not control. This guest was informed that they were able to stay at the home until the cleaners arrive in the case that they might have been running behind in order to try to allow them at least a little more time in the home. Once our technician went out after this guest's departure, he reported that the washer worked fine but the door just needed to be lifted up slightly in order to close

  Customer response

  07/19/2023

   
  Complaint: 20300311
  
  I am rejecting this response because:  Standard check-in time for this property's nightly stay is 4p.  I reported the washing machine broken at 5:56p and would be happy to provide text evidence of this timeline. Yes, it was a 3-night stay but I paid for the full value of over $1k a night to be there.  It would be highly unusual for a guest to notice the washing machine being broken in the first 48 hours - most people don't arrive with a suitcase of dirty clothing to immediately wash. The natural recourse would have been to provide financial compensation and/or a late check-out to allow time for me to complete my laundry in the morning after their repairmen came in the next day.  Neither was offered and either would have done the job. There were no guests staying in the property that following evening as the next guests were scheduled to arrive Saturday morning.  
  
  Sincerely,
  
  Larry Conrath

  Business response

  07/19/2023

  The time stamp on the text received from this guest to notify us that they were having trouble with the washing machine will show that we received this text at 7:01pm on the last night of their stay. As mentioned in our initial statement, we were not able to get a late check-out approved due to scheduling conflicts. At first, this guest stated the reason they were requesting a late checkout was because their flight home was in the evening and they wanted to "enjoy the time and finish lunch here before hitting the road" they also acknowledged they knew that a late checkout "is not typically done."

  Customer response

  07/20/2023

  I don't require any further assistance as I understand the business is not going to do the right thing, but the public record should indicate that the business lied in that response.  Their response blatantly lied about the text message that was sent to them and I feel it's unfair that is what other consumers will see.  I sent the message at the time I indicated (5:53) and asked for a washing machine credit.  I am attaching a screenshot of the text message to this e-mail as proof. I would appreciate if you could allow this last response to the public record on your site that I have the text proof.  

• Initial Complaint

  07/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We rented the ************************************************** in April and May 2023. The location is great, walking distance to Hyde Park downtown, right across from the bay. But if charming means old, dirty and neglected then i guess this house meets that definition. When we arrived the house was disgusting - the floors were dirty, dust under every piece of furniture and bed, stains on the couches and rugs. The windows were so dirty you could barely see out of them. The outside is totally neglected and dirty as well - the screens under the pergola were torn and useless and filled with spiders and other bugs. The outdoor furniture is cheap and uncomfortable and was so covered in dirt and dust that it was basically not useable. The house is covered in soot from the road, with black dust covering everything. I had to request a deep clean of the inside and a power wash of the exterior just to make it somewhat livable. They outfitted the kitchen with the cheapest items they could find. The blender broke right away, the kitchen knives were falling apart and everything was flimsy and barely functional.The owners have junk tucked away in places all over the house - broken shower doors, old carpet, etc. I could go on and on. This house is expensive to rent, but by far the cheapest and dirtiest rental I have ever stayed in. it is not at all charming. I tried to post a review of our stay on the AMI Locals website, but they havent approved my review yet. The only review of this house on their website is a 5 star review, which must be fake - no one in their right mind would rate ***************************************. I think AMI locals is guilty of false advertising and I am filing a report with the BBB.

  Business response

  07/18/2023

  We do apologize for the issues this guest had experienced at the beginning of their stay. As they reported their issues to us we worked diligently to rectify them including sending cleaners back out, replacing any items they reported to be broken or in poor condition, and sending maintenance for various work orders they brought to our attention. We had contacted this guest to offer them compensation at the end of their stay to which they let us know they would be accepting. We are just waiting on them to sign the compensation agreement that was sent to them so we could get this processed

  Customer response

  07/20/2023

   
  Complaint: 20295219
  
  I am rejecting this response because:
  
  Although they did attempt to rectify some of the issues, the condition of the house was deplorable and was by no means worth the $ ****** that we spent to rent it. *** offered us a $400 refund which is 1% of what we paid, which by no means covers the inconvenience of the problems that occurred or the unacceptable condition of the house. They also made the refund conditional to me removing my negative online review.   I would expect a refund of 15-20% and other potential renters should be able to see all reviews of the property and be warned about the condition of the house before renting.  
  Sincerely,
  
  ***************************

  Business response

  07/28/2023

  We refunded this guest their cleaning and linen fee for the cleaning issues they experienced at the beginning of their stay so percentage of rental cost was not taken into consideration. If issues come up during a guest's stay then at that point we offer compensation as a way to rectify the issue. If a guest isn't happy with the resolution then they are more than welcome to express their opinion through a review however, if a guest is willing to accept the compensation then we deem the situation rectified and see no need for a negative review to be posted

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