ComplaintsforAMI Locals LLC

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April ****, '23. On arrival we noticed lack of cleanliness (sticky floors, dirty refrigerator, ******************* & severely scraped up Teflon ************* They sent someone to clean the refrigerator & replace the pans. We also dealt with urine stained mattresses. The BIGGEST ISSUE was the cloudy green pool for the whole 2 weeks, not clear blue as in the pictures they use to advertise. We reported this our 1st ********* said the pool service doesnt work on weekends so they will have them out on Mon. They came Tues & the pool was still cloudy & green after he left. By ***(8th), the pool pump was running hard. We reported this. They requested a pool repair. No one came to repair the pool until Wed(12th) ~ 4pm. He said the pump needed to be replaced & by the time the owners gave *************** was ordered they would repair on Fri, the day before our departure, no guarantee. I let them know we were checking out on Thurs to go to a hotel w/a pool. AMI called me to confirm we left. We then spoke on *************** offered a $1200 refund for not having a pool to use for the 2 weeks. The amount was an insult after we spent $29k for the 2 weeks. She said she would go back to see if they would approve more. After 10 days & no call back, I called them. I spoke to someone diff, though empathetic, she would have to talk w/the group & call me back. After 4 WEEKS with no call back, I called today & she said the refund would be $1189. I said that was not acceptable so I would be writing a review about what happened. She said I cant have the refund unless I sign a document stating I wouldn't write a bad review. She instantly emailed me the document to esign. I spent too much of my time dealing w/service personnel. We would never rent a home with no pool AND at $29k. Using excuses they cannot control 3rd party services is not acceptable. *** is a PROPERTY MANAGAMENT company, they are supposed to be managing all the services of these properties. We are seeking a 25% refund.

  Business response

  06/03/2023

  After revisiting the details of this guest's stay, we would like to increase their compensation amount to $2,124.67. If the guest is wanting to accept this resolution, they may reach out to us to confirm 

  Customer response

  06/06/2023

   
  Complaint: 20107723
  
  I am rejecting this response because though I appreciate some movement, I don't understand why AMI is treating us so poorly.  Just reviewing the many complaints here at BBB (and on the **** site), you have offered others 10%.  Why am I being discriminated against?  The lack of follow through on AMI's part as has been painful and time consuming.  The thread of texts trying to get this pool issue resolved was endless on our part.  It ruined our family vacation and our executive retreat in the second week, which at just short of $30k in cost for the two weeks your offer is not fair compensation.
  
  Sincerely,
  
  ***************************

  Business response

  06/12/2023

  When we offer a guest compensation, it is taken out of their base rental so the offered compensation is 10% of the guest's base rental of *********. This is the resolution we have to provide for the issues this guest experienced during their stay. We worked diligently to get the pool company out there to have the pool serviced. It is not "using excuses" when we said that we cannot control 3rd party services, it is the truth. We do not have our own pool company so we are at the mercy of pool companies that service many homes in the area and have to work with their availability. We are happy to compensate this guest in the amount of $2,124.67 as previously stated.

  Customer response

  06/23/2023

   
  I am rejecting this response because the fact is the cost was almost $30k regardless of whether you want to just use the base to calculate my refund.  I am looking for 25% because in your representative's terms, the number of issues we experienced was not normal. If your norm is to pay 10% of base then you should be offering us 25%+ for what we went through during the two weeks.  As I've stated I had to use my time to work with your 3rd party services, not you. You made phone calls then didn't follow through which is documented in our text thread as I kept asking for updates.  I cannot understate the fact that you are a property management company who charges your renters a fee TO MANAGE ALL PROPERTY ISSUES.   I've added more pictures to remind you of more of the pictures you received from me regarding the many issues we dealt with.  Though these issues were resolved eventually along with the cockroach issue, it took my time to deal with the services not yours. 
  
  If you don't offer anything more, I'm ok with just using the various social medias to forewarn consumers with all my pictures of AMI's lack of ability to not only manage these properties but your unwillingness to fairly compensate for these issues. This home should not have been marketed at the rate we paid when it was in this condition.  I will also file with the State Attorney General.
     
  Sincerely,
  
  ***************************

  Business response

  07/01/2023

  We already received confirmation from Better Business Bureau "BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files". Our team was in contact multiple times with 3rd party vendors during this guest's stay trying to provide them with updates on service. In response to this guest's claim, a guest experiencing issues would never be considered a "normal" occurrence and we work on compensating our guests in a way that both parties deem fair. . In this case, we are not able to come to an agreement. We increased this guest's initial compensation after revisiting the details of their stay but that is our final offer for compensation. We are happy to refund them $2,124.67 for the issues they experienced or they are more than welcome to express their feelings with others on social media

  Customer response

  07/03/2023

   
  Complaint: 20107723
  
  I am rejecting this response because: This complaint was only closed due to technical difficulties on the BBB's end.  This has been corrected.  I have other pictures, all which were sent to you that I will use when explaining what you get for $30k for two weeks along with your explanation of your inability as a Property Manager to manage this property and therefore point the finger to 3rd party vendors who you were unable to manage then made it my problem.  My comments/facts will go not only to social media posts but also the State Attorney General of *******.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a home on May 5th,2023 for my wedding in October. I paid in full for the home. On May 13th. I got a message stating that they wanted to make changes to my reservation. When looking at the changes they increased the price almost ***** dollars. It gave an option to accept or decline the adjustment on the price and we declined the adjustment and kept our normal reservation agreement. When I reached out to the company I was told that they had a issues with their system which led to misinformation including the pricing. I was advised that they would not be able to keep the home unless I paid the extra price. On May 14th ****************************************************************************************** I called the host and I was told there was nothing that could be done unless I paid more than the posted price. Now myself and wedding party are out of a place to stay.

  Business response

  05/16/2023

  On May 3, we did a system merge and there was a short time that the channel managers did not communicate. We do not have this reservation in our system, and Airbnb had incorrect rates and nightly minimums listed when this guest booked, so we are not able to accommodate this reservation. Since Airbnb is the merchant, we do not have the funds from this guest and have approved a full refund so they can book a different property.  

  We are in communication with Airbnb and the issue has since been resolved. 

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This rental company and property (Shells and Sunshine, **************) failed to meet expectations repeatedly. The home was not properly cleaned - stained upholstery, dirty handprints on walls, splatters on kitchen cabinets. (To be fair, a re-clean was offered and I declined to avoid disruption to our family.) The primary impact to our trip was that the upstairs A/C did not work, leaving the temp an uncomfortable 82 degrees; attempting to have this repaired proved to be a saga that lasted for half of our trip. Day after day I called, texted, and eventually showed up to the main office in person to finally get resolution; in the meanwhile, we could not use the entire second floor. The company failed to proactively communicate, follow up, or offer fair recompense for the dark cloud this cast over our family vacation. Their structure for complaint escalation protects decision-makers from directly interfacing with customers. Bottom line: this was an unacceptable experience and I did not receive what I paid for.Details: Stayed in April 2023 Communication channels: text and phone Documentation IS available Compensation offered: 10% refund Desired outcome: >=25% refund. Half of property could not be used for half of stay. This does not consider payment for time and effort on my part.

  Business response

  04/29/2023

  We do apologize that we did not meet this guest's expectations during their stay with us. Our Terms & Conditions that this guest signed before their stay states "***************************** strives to offer premium customer service, and we would like the opportunity to correct the problem or otherwise make it right." We were not given the option to reclean as this guest stated so this is not something we can reimburse them for. This guest reported to ** on April 16th at 7:06pm that the ** on the 2nd floor was not working. We sent our technician out and he made it there within the hour but he was not able to resolve the issue. We immediately reached out to the ** company's after hours line but they were not available. Unfortunately, once something is needing to be fixed by a 3rd party vendor we have to work with their busy schedule. For the time being, we had portable ** units installed on the second floor until the unit could be repaired. The ** company was at the home in the early afternoon on April 18th to repair the ** and the guest was followed up with the next day. We were readily available and responded promptly to any question this guest had. We did let them know that we would be refunding them $192, which was 10% of their stay, for the issue with the ** on the second floor. This guest declined and said that they would be taking it up with their credit card company. We are still happy to compensate this guest if they change their mind

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The date in question is February 9th-11th, 2023. Total charges $1637.68. Me and my bride booked a weekend trip to ****************************************************. This address is the location of a short term rental. The rental is managed by AMI locals LLC. I booked the rental thru a 3rd party service by the name of VRBO. Upon arrival or the rental on February 9, 2023. I noticed that the heated pool as advertised on the listing was not warm, and the jacuzzi was not heating up. So I contacted the number listed for any concerns of the rental and inquired on what to do about this issue. We picked this rental specifically because of the heated pool and spa. After contacting the management, they assured me that the pool is warm and that the jacuzzi just might take some time to warm up. After a few hours, non of it was warming up and I contacted them again explaining to them that the amenity that they promised me was still not working. At that time the management assured me that they would send a technician out to fix that problem first thing the next morning on the 10th of February, as well as fox the water in the upstairs bathroom because it also was not operating, by the afternoon of the 10th and no technician came as promised, I contacted them again inquiring about these issues being fixed. Once again I was assured that they will be fixed in ample time. No technician came and no issues were amended. By the 11th or February I had Requested a partial refund or New date for booking after the pool Jacuzzi and upstairs bathroom were working properly. We could not come to an agreement between the 2 of us so now Im filing a formal complaint to help with this issue. I also have video Evidence of the bathroom tub not working

  Business response

  02/17/2023

  We would just like to start off by apologizing for the issues that this guest had during their stay with us. We did reach out to the pool company to fix the heater at the property as well as contact a plumber to fix the bath tub. Unfortunately with having third party vendors involved for the repairs, we have to work with their schedule as they do not work directly for our company and they did not have any availability during this guest's stay. We did offer this guest $250 as compensation for these issues which was over a quarter of their base rental back. With this guest booking through Vrbo, a third party rental agency, they had additional fees on their booking added on by the agency which we could not take into consideration for compensation. We are still more than willing to compensate this guest in the amount of $250 and can hopefully be given the opportunity to do so.

  Customer response

  02/17/2023

   
  Complaint: 19415478
  
  I am rejecting this response because:
    The service/ experience that I paid for was not fulfilled. A full refund is required to justify the misrepresentation and the Inability to provide me the service that I had paid for
  Sincerely,
  
  *********************************

  Business response

  02/17/2023

  We are sorry that this guest did not accept our response as we believe what we offered was fair for the couple of issues they experienced. We are not able to fully refund the guest per their request so we will now be considering this case closed

• Initial Complaint

  02/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 9th at 2 pm I called AMI locals (Prime Vacations) and spoke with Agent *********************. We discussed renting a house from 12/19 to 12/26. We picked a house, and he told me he needed a credit card to hold it. I told him I wanted to confirm with my wife and that I would call him back in a few minutes. Before I knew it, he charged my card and I received an email confirmation. Within a few minutes, I called him back and told him we didn't want it. He told me, no problem and that he would cancel it. I emailed him 45 minutes later to remind him to send the cancellation confirmation. Not once on the call did the agent mention any cancellation fees. On January 29th or so, I noticed that I did not see any credits on my statement. Prime Vacations/AMI Locals were still holding $3601.23. I had to call 3 or 4 people to talk to me to convince them to return my money. I finally got a credit $3,306.23 but they charged me $295 for a cancellation fee. The company claims they record all calls, yet they won't share the call with *********************, the agent, my guess is that he did not tell me there was a cancellation policy or that he was charging my card. That said, I did not authorize them to charge the card, I was not told about a cancellation policy, and worse, not only did they say they would cancel a reservation that lasted less than 10 minutes, they never returned the money until I had to demand it 29 days later. This company is a potential fraud, but certainly unethical. They owe me $295.

  Business response

  02/17/2023

  Our records show that this guest has received his full refund back. ***** was supposed to be refunded the full amount right away but there was an issue with getting $295 back to him as there was an error on accountings end. We had received a chargeback from the guest for the remaining balance and we had accepted so at this time, the guest has in fact received all of his money back to the card we have on file. We had upheld communications with the guest and apologized for the delay as our reservations team was extremely busy while all of this was going on

  Customer response

  02/19/2023

   
  Complaint: 19293478
  
  I am rejecting this response because:
  
  I have not received my full balance back because the credit amount of $295 is still in dispute with *********** and the merchant needs to respond to the dispute.  The merchant needs to respond to their credit card BANK to approve or reject the dispute.  I have spoken to ***********, my bank, and the dispute department has not received any response from the merchant's bank yet.  So, no, is not resolved and *********** says it may 90 days to resolve unless **** ***** (merchants) expedites by communicating with their bank and approving the $295 chargeback.  
  
  
  Sincerely,
  
  *******************

  Business response

  02/20/2023

  We did respond to our bank and have accepted the dispute of $295 from this guest. We refunded him $3,306.23 to his credit card on 01/17/2023 and accepted the chargeback on February 14, 2023. This guest has been emailed documentation of the chargeback approval and should see the funds back on his card shortly.

  Customer response

  02/21/2023

   
  Complaint: 19293478
  
  I am rejecting this response because I spoke with *********** and they told me that the case is not resolved and will not be resolved until the merchant's bank approves the chargeback and the funds/claim is released - which it is not. For AMI Locals to request that I close this case, after they not only charged my card for $3600 without authorization - took over 30 days, countless phone calls and emails - where I was ignored to refund a portion of the original charge ($3300), then required me to contact my credit card company as a last resort because they refused to refund an absurd cancelation fee (which took another month) and I still don't have the $295 yet.  So the answer is no.  I am rejecting their claim and will not release it until *********** closes the case.  Apparently, this is a standard process for credit card companies and it's clear AMI locals is not good with refunding money or clearing chargebacks. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We arrived December 4th to the property. As soon as we arrived, we saw the pool, pool deck, balconies,exterior table and chairs were completely covered in bird droppings. This made the backyard and balconies completely inaccessible. We immediately reported it to the company. Clearly, no one inspected the house prior to our arrival. Besides being completely disgusting, it is also a ***********************,especially with young children. I spoke with a representative from *** who sent someone to clean the pool Monday the 5th. I informed them that it should be pressure cleaned first because during pressure cleaning the pool will get dirty again. They said they will tell the person pressure cleaning to try not to. The next day, the 6th, they came to pressure clean everything. Person that pressure cleaned did a great job, took about 4 hours from how dirty it was. Unfortunately, the pressure cleaner did not adhere to the warning and proceeded to wash all of the bird droppings into the recently cleaned pool. I informed them again that the pool cant be used due to that being a health concern. Eventually the *** representative told me they couldnt send someone until the owner approved it. Someone finally came to clean the pool Friday December 9th. The pool cleaner informed us not to get in until after 12 due to all the chemicals that had to be added, due to how dirty it was. That after noon we were finally able to use the pool, one afternoon only since check out was December 10th by 10 am. I informed them that we needed a partial refund, we paid just shy of $12,000 for 5 days ($11,200) and not being able to use the pool except for one afternoon was unacceptable. The outdoor area and pool were the big draw to this home, and it was extremely disappointing to arrive to the home and it be covered in bird droppings. Eventually they offered a $400 refund (roughly 3.5% of the total cost for the rental), which is insulting considering how much the house rental cost.

  Business response

  02/03/2023

  We are truly sorry that this guest had anything less than a 5-star experience. We always want to provide guests with a fun, safe and clean environment to host their family vacations. During this guest's stay, they had requested that we get the property power washed. We responded to this request in a very timely manner, but the pressure washing (done at guest's request) was done after the pool company had already come to provide their services. Due to this, the water quality was hindered. Properties with pools that we manage, get pool services up to three times a week. This means that it is difficult to request additional cleanings through our pool service companies, whose schedules we do not control. This guest's pool was serviced twice, as promised for this property, but we do understand that unfortunately, the water quality was hindered due to their request to get the exterior pressure washed. We are not required to provide compensation for issues that are common at residential homes, however, we do provide them when we feel a guest's experience was not the luxury experience, we set standard for ourselves. We did provide this guest with a monetary refund, which we considered to be final resolution. This guest then went on to chargeback using their credit card company, this chargeback was ruled in our favor - the guest did not win with the information they provided. Again, we are sorry that this stay was not satisfactory for this guest, however, we consider this matter concluded. 

  Customer response

  02/03/2023

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

  They statements they made at first is true, they sent the pool to be clean but I mentioned it should be power washed first not other way around, so we did not have use of the pool except one afternoon, this should have been done prior to our arrival to begin with, bird droppings everywhere in such an expensive house is unacceptable and potentially health hazard, Amex sided with them on the charge back because on their contract it states they’re not responsible for uncleanliness. I believe this is also a health issue but I wasn’t going to keep going back and forth with Amex, AMI did give back $400 but that’s a tiny percentage of the total almost $12,000 the house cost. 
  
  Sincerely,
  
  ********* *********

  Business response

  02/05/2023

  We are sorry that our original response was rejected. We are unable to compensate this guest any further, and consider this case closed. We wish this guest the best.

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We rented a house through AMI Locals. We paid a premium for the rental since it was the week after Christmas ($1300 more per night for our week then it would be for a rental two weeks later). House is traditionally around $600 a night and our rental was closer to $1900 a night. The heat did not work in the house and the interior temperature was 57. In addition, there was a note on the counter when we arrived stating that the spa did not work, the ice maker did not work and the refrigerator needed a new water filter. I called the office to tell them about this note and the issues and they were unaware of any of these maintenance issues. I had to beg for blankets so we could sleep at night. I was promised space heaters which never arrived. The ice maker was supposed to be fixed during our stay and it was not. The customer service with ********************** is horrible. They do not care about the comfort of their guests. They have offered us a 10% discount to make up for the fact that we did not have heat and slept in a house that was 57 degrees. We paid a premium for the week and are due back additional compensation. We arrived on one of the coldest days in December. Yes, it was unseasonably cold, but that does not mean that we do not deserve a heated house. Worst rental experience ever. I am sure that the owners of this house would be mortified to find out how poorly we were treated and that we were forced to sleep in their house without heat. Please help me get the compensation that we are due back.

  Business response

  01/21/2023

  It is our goal to provide guests with a safe, comfortable, and fun vacation in our Vacation Rental Homes. In this guest's case, we understand that the lack of heat hindered their overall enjoyment of the home. For this reason, we did provide a refund. This refund is our final resolution for the guest, and this has already been put back on to their card. We are truly sorry if this stay did not meet the 5-star mark, and we feel as though our refund amount was grounded and reasonable. No further refund will be issued.

  We wish this guest the best.

  Customer response

  01/30/2023

   
  Complaint: ********
  
  I am rejecting this response because:  AMI Locals did not give us an adequate refund.  We were told that we were renting from a luxury rental company and we paid a premium price.  You can look at their website, if we would have rented two weeks later, our per night cost would have been at least $1000 less per night.  It is ridiculous that they are allowed to uncharge guests to this extent.  But once we have agreed to pay this amount we deserved a LUXURY rental, complete with heat, a working ice maker, a water filter in the frig, clean linens and a rental company that cares about their clients.  The refund that they offered us was less than 1 night.   I will continue to reinforce the fact that we DID NOT have heat.  AMI Locals was not going to do anything to make sure that we were comfortable.  I had to beg for blankets.  I was promised space heaters which never arrived.   The heater was not fixed during our stay.  I asked to be moved to a different house.  There is so much that they could have done to compensate for the fact that we did not have a working heater or an ice maker for our stay.  They do not care about their guests.  They had their money and that is all that mattered to them.  I do not accept this response.  
  
  Sincerely,
  
  Michelle Johnson

  Business response

  02/03/2023

  We are truly sorry to see our response was rejected. During your stay we did work tirelessly to get your concerns taken care of, but we were at the mercy of a third-party vendor. While we are not required to reimburse for our homes experiencing issues that normal residential homes experience, we did provide you with a refund. This refund is final and is our resolution. We consider this matter concluded.

• Initial Complaint

  12/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Renting a house for Christmas 755 jaracnda on **** ***** island and the rental company AMI Locals part of Prime Vacations who rented me the property, have not addressed or fixed the issue Im experiencing I.e no heat in the pool or spa, as well as heat in the house. Ive called 4x about the above and finally got them to turn up the heat in the house, but I still cant enjoy the pool or hot tube ********* disappointed since Im paying $2,000 a night and have a baby with us.

  Business response

  01/05/2023

  To this guest and to any readers, we are sorry that this experience was less than 5-stars. We truly strive to provide every guest with a wonderful stay in our properties. Unfortunately, rental homes are homes at the end of the day, which result in normal household issues. It is our responsibility to resolve these issues as quickly as possible. We were happy to resolve this guest's issues and provide a refund for the inconvenience. We consider this matter closed, and we hope to earn this guest's trust back in the future.

• Initial Complaint

  11/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Checked into an AMI Locals property on 11/2 that was advertised as having a heated pool. On 11/3, notified them the pool was not heated and shared a picture of the pool heater that was off & appeared to be worked on but left unfinished. On 11/3, they responded saying someone would be out soon (nobody showed up). They kept saying someone would be out after following up multiple times over multiple days. Late afternoon 11/7, a new heater was finally installed - On 11/8, our first day of being able to use the pool workers showed up when we were actually getting ready to use the pool for the first time since it was finally warm, advised us the pool had poor acid readings and they needed to add acid and we would not be able to use the pool for an hour. Basically, we barely had half a day of the ability to use the heated pool as advertised - Our check out date was 11/9. I've shared with the business what I thought would be fair return compensation for the issues experienced - Every time I follow up the response is "your stay is being discussed & you will be hearing from us ASAP" It's been 7 days since we've checked out and 9 days since the return compensation I asked for was discussed. I'll also add: the dishwasher did not work the entire stay, blinds were missing and not working in certain locations. I paid AMI Locals around $8k for the property - They asked what fair return compensation would be and I asked for 50% ($4k) return of the $8k - We would not have stayed at the property if the pool was not heated. It was the sole reason we stayed at the property. Please assist with return compensation with the business as they're clearly not going to handle without more formal complaints. I will attach a picture of the original pool heater. Thank you.

  Business response

  11/17/2022

  We have contacted this guest to resolve their concerns. We and the guests have agreed on a refund, and feel this is resolved and closed at this time.

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We rented ****************************************************************************************** from 10/22/22 thru 10/29/22. This property was advertised as Handicap and advertised as having an elevator since there were so many, many steps. My husband is handicapped and cannot climb steps. We were told the afternoon before that the elevator was broken and could not be used. They offered other places in other towns but were no where near comparable. We were hoping they would try and repair it during out stay but that never happened. There was not one bathroom with grab bars which is a handicap necessity. Door handles were falling off, showers not working, (one bathroom was flooding with leaks from the shower). We had No Internet or TV for almost three days. The Hot tub was not working, pool had problems, etc +++++. This was advertised as a "Luxury Beach Front Property" and was anything but. Our payment for the week was $10,563. I called with problems almost every day. I e-mailed a two page letter with all the problems we had and never heard back from one person. I again phoned today to see if there were going to give us any compensation and was told "no". This was a falsely advertised property and we should be compensated for all the problems we incurred on what was supposed to be a family birthday celebration. I was told there would be some compensation which has not been received this date. At least a refund of half of this fee for the inexcusable condition of this property being rented should be given.

  Business response

  11/08/2022

  The guest's dates of stay were 10/22 - 10/29, 2022. Prior to arrival, our ***** Services Team notified the guests that the elevator was down, and the repair date would be after their departure. They were given an option for relocation less than 10-minutes away from their original property but declined. It was made very clear to the guests that they would not have access to this amenity during their stay as it was a safety issue. We informed the guests upon arrival on 10/22, 2022, that we would compensate them for this loss. Our office contacted these guests over ten times during their stay, documented in our recorded phone lines, as we wanted to ensure they felt as taken care of as possible. All other minor issues reported by the guests were taken care of by our on-site representatives within hours of the original reports. Our ***** Services team notified the guests of their refund on 10/26, 2022, 3 days before departure. Our team refunded the guests $902.27. The refund was processed back onto the card on 10/28, 2022. A ***** Services agent spoke with this guest on 11/7/2022, when they acknowledged their refund and asked for more to be refunded (again, on a recorded phone line). They were informed, as they already had been, that this amount was final.

  Customer response

  11/09/2022

   
  Complaint: 18371049
  
  I am rejecting this response because: this property was not ready for guests nor safe for guests. The door handles were fixed but continued to fall off.  We were greatly inconvenienced by not having Internet to be able to work or TV for almost three days.  The showers still continued leaking and the master one was also broken.  We had called several times prior to our arrival to ensure that the elevator would be working and was told it was.  They had weeks to have it repaired. (It was not even rented the week before our arrival, why wasn't it checked when the prior tenants weeks before left).  They have an INSPECTION team wouldn't they have seen it two weeks prior to our arrival if it was broken. They have on the website that it is for handicap and should not be if they do not have the necessary requirements for a handicapped individual.  (Elevator/Safety Grab Bars).  We were not told until the "AFTERNOON" before that the elevator was broken.  We had booked a beachfront property and nothing offered was even comparable to that and what was offered was much longer and farther than 10 minutes away. And we booked a property in *************** because that is where my family wanted to go.  And yes between myself calling and them calling it may have been 10 calls but they were always told our problems and continued to say how "sorry" they were for the inconvenience and tried only to fix the door handles.  There was never a plumber sent who would have repaired the leak and master shower the correct way instead of bandaiding things.  When you rent a property for over $10,000 for one week or any property for that matter you expect that you are getting at least what you are paying for and AMI did not provide a safe, carefree, in "good" condition rental. I am extremely disappointed that not one person replied to the e-mail I sent listing the 10 problems we PUT UP WITH during our stay.  How they came up with the $900 amount for a concession I have no idea and it certainly was unacceptable. I did not see it posted until after I sent this complaint. I was told about the $900 but said we were disappointed with that amount and whoever I spoke with said she would talk with her supervisor. (Why would she even have said that if in fact she felt the same as I did).  I would have thought being a reputable rental agency the size of AMI would do anything to create good will and have offered at least half or even a third for our inconvenience.  Their reply is disappointing and very unprofessional and if anything, certainly does not create good will. It's too bad I did not check with the BBB before we rented with AMI because we would have seen the numerous complaints filed. A happy customer as we know gives good reviews and an unhappy one well they know!!  
  
  Sincerely,
  
  *************************

  Business response

  11/10/2022

  We offered to relocate these guests at no charge, they declined. We responded to all in-house issues within hours of the reports (with exception of the WiFi - as this needed to be handled by the internet provider which is out of our control), and we refunded a substantial amount of this guest's stay. We feel as though we responded to and rectified this guest's issues as timely and efficiently as possible. We are very sorry that they did not have a good experience, as this is never the feeling we want for our guests. This being said, our team was in constant contact with her from before her arrival to after her departure, and kept her aware as possible of all of the steps to her issues, including our resolution which is final.

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