ComplaintsforGulf Coast Property Management

• Initial Complaint

  06/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The homeowners are filing a complaint against Gulf Coast Vacation Rentals for a dysfunctional owners portal, undisclosed fees, and aggressive behaviour. Our contract, signed in Aug. 2023, faced delays in property listing until Nov., causing financial loss. The company listed our property with errors & imposed undisclosed fees, significantly raising rental costs. Mismanagement led to only one booking in seven months, below agreed rates. Issues persisted with the owners portal, and management changes worsened the situation. The contract termination stemmed from a double-booking issue in Mar. 2024, exacerbated by the company's refusal to take responsibility. Despite our efforts to resolve the situation, Gulf Coast demanded excessive penalty fees, doubling their commission. We urge the BBB to investigate and address these concerns, seeking fair practices in the vacation rental industry.

  

  Business response

  06/21/2024

  Hi *****. Thank you for writing us. You did have a conversation with our COO and it was suggested you try making the reservation again, as our system allows owners to book dates years in advance. I also offered to assist you over a call, with screen sharing, if you continued to have trouble. I noticed you successfully entered an owner booking for January 2025 yesterday, confirming there was no system issue.
  
  If a booking isnt on the calendar, it isnt confirmed. I understand your frustration, as this is an unfortunate situation for everyone involved. One of us will need to inform the guest that the home they booked is unavailable. Gulf Coast has handled this booking correctly. Your calendar was open, a guest inquired, and we secured the booking, exceeding the revenue levels you specified.
  
  Remember, when a cancellation or relocation like this happens, it affects our companys reputation, not just yours, *******, or *****. It impacts our industry. The Hyatt wouldnt call to inform you that your reserved room is no longer available and offer a sister hotel instead.
  
  The sales opportunity for this new booking arose because your booking wasnt on the calendar. Its not Gulf Coasts responsibility to add owner stays to the calendar. Should I have called you days after our conversation to check if you had decided to keep the booking? You hadnt added it to the calendar or emailed me about any further issues with placing reservations. Our last conversation clarified everything and set clear expectations moving forward.
  

  Customer response

  06/28/2024

   
  Complaint: 21793464
  
  I am rejecting this response because:
  
  We will start by stating we are dissatisfied with the response and thus do not accept Gulf Coast Property Management reply.  Gulf Coast Property Management is once again denying any responsibility for their portal failure. We could not block off the desired dates, so we verbally informed their management team on various occasions, and they booked the dates regardless. That is what has caused the double booking in question. 
  
  The double booking is in addition to the other existing concerns that they failed to address in their reply letter.  These concerns included the extensive delay our rental property went live on their website (3 months), their many errors in the listing, the additional undisclosed and misquoted fees, booking a rental for a significant financial loss, and inconsistent correspondence over the life of the contract. 
  
  It is important to note that Gulf Coast Property Management's aggressive and bullying behaviour was also unacceptable. This pattern of behaviour is evident when reviewing other complaints on the BBB  and other review websites.
  
  We want to make it clear that we will not accept any penalties imposed due to Gulf Coast Property Management's failure to fulfill their obligation of providing a functioning portal. The other concerns were also significant and not addressed in their response.
  
  
  Sincerely,
  
  ******************* & *****************

  

  Business response

  07/01/2024

  Hello,

  Again, we stand by our Management Agreement and the sequence of events that led to this financial charge against the you. There was no portal failure. As soon as we got the booking in question, your portal worked and you were  able to enter your own reservation immediately after. Thank you. 

  Gulf Coast Property Management 

  Customer response

  07/09/2024

   
  Complaint: 21793464
  
  I am rejecting this response because:

  Again, we stand by our truthful statements that the portal did not function properly. Gulf Coast Property management was made aware that we were unable to block off dates for 2025 from our side, and they still made a booking despite this information, resulting in the double booking. 
  
  We are in disagreement with their statement, your portal worked and you were able to enter your own reservation immediately.
  
  The owner booked the reservation in question on the morning of March 1/24. There is a signed contract to prove this fact.  The homeowners then tried to book the rental and were unable to access the 2025 dates. Later that day (March 1/24), during a scheduled virtual meeting with the Gulf Coast ***, the homeowner made the *** aware of the malfunction of the owner's portal.  He stated he would block the dates. It was still not blocked off on March 6th, and during another virtual meeting with the ***, the homeowners once again reminded the *** to block it off as they were unable to do so.  At NO time during either call did he mention that it was their policy not to block the dates as we requested. We have made them aware of their poorly functioning portal in the past. We contacted their previous manager, ********, and she changed booking dates in the past at our request because of the poor functionality of their software.
  
  We strongly feel that we have acted in good faith. We notified their management team of their poorly functioning platform and gave them verbal instructions to do what we could not do.    
  
  Furthermore, Gulf Coast Property Management has yet to address the other issues. These issues were so serious that we were advised to file a formal complaint with the Federal Trade Commission.   The unresolved issues include aggressive and bullying behaviours by both the *** and owner of Gulf Coast Management, extensive delays in listing our rental property on their website (3 months), numerous errors in the property listing, additional undisclosed and misquoted fees that only went to their company, unilaterally booking a rental significantly less than what was discussed with the owners, and inconsistent correspondence over the life of the contract. 
  
  Their poor performance and unprofessional conduct have resulted in financial losses and emotional distress for the owners.
  Sincerely,
  
  ******************* & *****************

• Initial Complaint

  04/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My first complaint was in February of this year and was related to charges that were in the January report. We had stated to please let us know first if there was any issue related to our house. Also, in that complaint in point #2 I had said that I noticed a "LACK OF COMMUNICATION" on your part. Response to that complaint was I'm sorry it won't happen again In March another complaint was issued about the additional charges in the February report and ***** stated we understand your frustration but it won't happen again Now in April when we read the March report we find again an additional charge for BACKFLOW. As you can see in the attachment we already pay BACKFLOW to the **** Now they have deducted that money from me where I have already paid it to the **** So because of the lack of communication, I have to pay double for the BACKFLOW. ? I am really frustrated with the poor management that they have with my property, as they know in my previous complaints in January, February and March. I had let them know in the previous statement that as an owner I do not have confidence in their service since it is unprofessional and our contract should be canceled since I have not seen any improvement in your service. There is a big difference in what the agent of their company told us prior to signing the contract and the reality of the service they have provided. She was very professional and the service I receive is very poor and questionable. I appreciate all your cooperation.

  

  Business response

  04/05/2024

  Hi *****, we understand your frustration however as your Account Manager discussed with you already, there was an annual backflow inspection needed, as requested by the County and sent to the property address. We received the Countys request from the tenant and ordered the typically time sensitive inspection to avoid water shutoff. The invoice was $69 and you as the owner would not have been notified of this annual test. It is rare for an *** to pay for this inspection and to be responsible for an annual test for a property. We would only have known this if you initially told us that this was the case on your property. As of March 13, we now have the *** notice from you. Going forward, now that we have that *** notice, we will ignore those type of notices sent to the home now that we know that the *** will handle. As we discussed with you, were willing to comp the inspection. You should now see that credit/refund of $94.95 on your owner statement. It includes the $69.95 work order charge plus the $25 vendor handling fee. Please see attached to reference. Your previous concerns over the past months like you mentioned were in reference to maintenance items that should have gone through your home warranty program. For this backflow inspection, that would not be a home warranty coverage item. Wed appreciate if youd come directly to us so that we can remedy any concerns that you may have in a timely fashion. Thank you. 

• Initial Complaint

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1. We were told that the water heater tank had a leak and the cost to repair this was deducted from my deposit despite me having insurance on the house and telling the leasing agent to contact us if there were any issues with the house. We did not give them permission to do anything without contacting us first. (RED FLAG)2. Lack of communication. We have consistently tried to contact them but all of our attempts at communication have been ignored. Feb 2nd, I sent email to *************************. Feb 9th, I sent email to CEO ******************* and I have not received any response yet. (RED FLAG)3. The day our money is deposited is not the day that we were initially told. I have to call them every month because I do not see the deposit in my bank account.

  

  Business response

  02/16/2024

  Hello *****, The homeowner possessed a home warranty; however, this information was not indicated in our maintenance records. Upon receiving the tenant's report about the problem with the hot water heater, we dispatched one of our plumbers, which is our standard procedure except in cases involving a home warranty. We acknowledge our mistake in sending a plumber and are willing to reimburse ******************* the amount stated on the repair invoice (minus the $100 copay she would have paid to insurance). We apologize for this. During our conversation with *******************, we attempted to clarify the situation, but she displayed confrontational behavior and did not request any compensation for the issue. We are open to resolving this matter amicably with her. Please contact us directly at ************. Thank you. 

  Customer response

  02/20/2024

   
  Complaint: 21297326
  
  Dear, ***********************
  
  First I want to thank BBB and especially you for your prompt service and the professional way you have handled this situation.
  
  It is important to note that if I made the complaint to BBB it is because I had already exhausted any other options to resolve this problem.
  
  As you can see in the attached file, you can see the history of the emails I have sent as well as the lack of any answers I have received which was called upon in my complaint in point #2 Lack of Communication.
  
  I interpreted the phrase in the email they responded to as Confrontational behavior as a defense mechanism that I believe everyone has the right to, but it is certainly not the case for me as my emails prove it.
  
  As you can see in the statement in January they had already discounted the $503.00, which is why I had begun writing emails to them and calling them by phone, as you already know, without any response.
  I hope they deposit the respective amount into my account as soon as possible.
  
  I thank BBB again for its contribution to solving this matter and for showing with facts or actions that we are not alone in this. I recommend closing the case when they put my money in my bank account
  
  Sincerely,
  
  ******************* ******

  

  Business response

  02/23/2024

  Hi *****, We are willing and happy to come to a resolution. We understand that you spoke to your Account Manager, ************** several weeks ago regarding this matter. In order to proceed with any reimbursement, we need the amount of the co-pay from your home warranty to come up with our net portion that we are willing to comp for you. We have the original $503 water heater invoice. Please feel free to contact us directly at ************ and ask for ************************* or *******************. Thank you. 

  Customer response

  03/01/2024

   
  Complaint: 21297326
  

  Dear ***********************

  I regret that I have to report again about the lack of ethics and professionalism of Gulf Coast Property Management.

  In the previous email they had said that they would not make that mistake again. But, As you can see in the attachment, in the February statement it happened again.

  I was charged $25 and $139 because the refrigerator was leaking without my knowledge and certainly without my approval.

  Gulf Coast Property Management is aware that I pay home insurance yet they continue to deduct money from me; that should be covered by my home insurance.

  It is the second consecutive month that they have made the same mistake.  

  I thank the BBB for recommending that Gulf Coast Property Management cancel the contract with me without any penalty. As you are well aware by past events I cannot trust them to manage my property.

  They already benefited by taking a full month of the rent ($2,699).

  I would also appreciate it if they returned the $164 they deducted on February.
  
  
  Sincerely,
  
  ******************* ******

  

  Business response

  03/06/2024

  Hi *****, We completely understand your frustration with this situation and we are doing everything we can to ensure this doesnt happen again.  We  credited $403.52 to your owners statement on 2/27 for the work order items that were charged because of our error in not contacting your home insurance carrier. We've attached that screenshot to reference the refund. Please let us know if you need further assistance with this matter.

  Customer response

  03/14/2024

   
  Complaint: 21297326
  
  I am rejecting this response because:

  I am really concerned and frustrated with the service I am receiving from Gulf Coast Property Management.

  In the January report I found an additional charge of $503 and in the February report it was $164.

  If this problem continues, I will take the measure of canceling the contract I have with Gulf Coast Property Management. 

  The service that Gulf Coast Property Management offer is totally different than the service provided. 

  As I wrote in my first complaint (First email), there are many red flags
  
  Sincerely,
  
  ******************* ******

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The date of the usage charts for the water running continuously from the toilet started on 1/5/2024 around 3pm and ran continuously ending at around 4pm on 1/17/24. I listed my home with Gulf Coast Property Management in the first week of December. I am currently paying the electric and water bill until the place is rented. I received an early notice from the water utility company to let me know that the water usage was extremely high. I received notice that the bill is $725 when it normally runs around $25. I reached out to the management supervisor and asked if he would be willing to split the cost, I would pay $350 less the $25 normal water charge. And he was informed by his supervisor no they would not help resolve this issue. And the reason I am asking this is because I feel as a management company, they are also responsible to make sure all lights, water, etc. are turned off. The way it was when walking into the property. That it is their responsibility to check and make sure this is completed. I was lucky when I did walk in the home and found the master bedroom door closed. To opened it and hear the toilet running. I saw the toilet lid had been moved and the toilet stopper was pushed to the left side allowing the water to run continuously. And also, the light was left on in the shower.Unprofessional and careless.

  

  Business response

  02/02/2024

  Hi ****, thank you for writing us. During our initial property assessment, we conducted a thorough inspection of all the toilets to ensure their proper functionality. At that time, we did not encounter any problems with the running toilet. Additionally, when we showcased the property to prospective tenants, we did not observe any unusual occurrences related to the toilets. Regrettably, the issue of the running toilet occurred unexpectedly in a vacant property. We are sorry that you've experienced this inconvenience with your property. It is important to note that the property management company bears no responsibility or fault for this incident. Should you have any further questions or concerns, please contact us directly at ************. 

  Customer response

  02/06/2024

   
  Complaint: 21233865
  
  I am rejecting this response because: there was a leasing agent and an inspector on the property at the time the water was running. I have forwarded in an email to *********************** when the water usage started. It is a water usage chart that I received from the supervisor from the Sarasota County ******************** and there is a second water usage chart from another representative when they water usage ended. And that is when I walked into the house op open the master bedroom door and and heard the water running. And that's when I saw the toilet lid was slightly off and the stopper had been picked up and moved to the left side allowing the water to continually run. 

  And also the light had been left on in the shower.

  I forwarded the water usage shirts in an email to *********************** because there was a problem with the link. And I wanted to make sure he received this accurate information from Sarasota County water utility.

  I have in an email from the leasing agent, it states that another leasing agent had shown the property at the time that the water was running. And I was also  informed by ************************* manager for Gulf Coast Property, that an inspector had also been on the property.

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

  

  Business response

  02/12/2024

  Hi ****, We acknowledge there were individuals present at the property for a viewing and inspection; however, it was not reported that there was any issue with the functioning of the toilet. Our team is well-trained to promptly report any problems they encounter during their property inspections or visits. We sincerely apologize for the inconvenience caused by the unfortunate malfunction, which resulted in a higher water bill. It is important to note that as the Property Management company, we cannot be held accountable for this incident. If you have any additional questions or concerns, please feel free to contact us directly at ************.
  

  Customer response

  02/13/2024

   
  Complaint: 21233865
  
  I am rejecting this response because:
  

  Thank you for acknowledging individuals and an inspection were done at the property.
  
  
   I don't know who these individuals were in the home. *****, the leasing agent, had sent me an email stating that another agent would be showing the home. And I don't even know who that agent was.
  
  
  ***** said she was going to put a key lock on the door k*** Allowing her access to the property. 
  
  
  Also, while ***** was at the property taking pictures I had stopped by and  everything was functioning properly.
  
  
   There is evidence from the Sarasota County ************************ showing the water continuously running in the toilet during the time of the inspection or when the individuals were at the property viewing it.
  
  
  I have forwarded an email to *********************** from the ******** *************************** It is from  ***********************, the supervisor for the ******** *************************** They are water usage charts that show the period when the water from the toilet started running continuously until when it stopped.
  
  
  A well trained staff would promptly report any problems they encounter during their property inspections or visits. Based on the water usage charts it showed the water was running during these visits and an inspection?
  
  
  The toilet and everything in that house was functioning properly.
  
  
  Being accountable is very important but being responsible is too. If I were in that house showing it or inspecting it and I heard the toilet running I would have immediately reached out to a supervisor and let the landlord know.
  
  
  I am responsible for the water bill which normally runs around $25. 
  Now the water bill is $750 plus. 
  I would not choose the words malfunctioned or inconvenienced to describe this.
  
  
  They should pay the entire water bill
  since they were the individuals on the property.
  
  

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

• Initial Complaint

  01/03/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  . Used GulfCoast Management firm to manage a rental between 11/2022 - 11/31/2023.. My contract with them and tenant ended 12/31/2023.. ****** moved out 12/8/2023 and I completed his checkout as per lease agreement. There was no damage so tenant was *********** his whole Deposit of ****.. I ended up paying the tenant his deposit to no violate the 15 day deposit return period, Tenant was already frustrated by the management company. They were very unresponsive throughout the lease period.. I've tried to reach to GulfCoast through email, calls and voicemails for the deposit. No one has responded.

  

  Business response

  01/04/2024

  Hi *******, Thank you for writing us. We apologize that this was your experience with our management company. We have looked into this matter and it appears that the issuing of the check was delayed due to a bookkeeping error. We are sorry for this error. We understand that you've also been in communication with your previous property manager on and off since your management termination. Since there are charges expected to go against the security deposit per the lease agreement, the typical timeframe to return the deposit balance is 30 days. We apologize for the delay in the return of your deposit but the deposit has been issued to you in full at this time. If you have any additional questions or concerns, please contact us directly at ************. Thank you.

  Customer response

  01/05/2024

   
  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. I've confirmed a refund was issued.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented two vacation properties in **************, **, through Gulf Coast, between 4/6 and 10/1/23. Not only was the condition of both properties less than desirable, as paying guests we were treated with disdain. I encountered unprofessional, unethical behavior from upper management members *******************, listed on the company website as Director of Vacation Rentals; ***************************, ***** Services Manager; and *******************, Owner. It became very clear at both properties that Gulf Coast provides little guidance to owners to ensure guests' comfort. At the first property, among other problems, the house and lanai regularly crawled with millipedes and other insects, and the interior temperature during the July heat wave reached at least 81 degrees daily. On June 22, the county posted a notice of violation on the garage door regarding windows that had been installed without a permit. The Property Manager noted sizable gaps in the windows, slider, and soffits.After trying for several weeks to contact an upper manager, I finally submitted a matter-of-fact online review. The result was a very rude, personal attack posted publicly by a business employee, whom I believe to be *******************. I finally received a call from *************************** on July 27. I told her that, due to the extreme discomfort we had experienced resulting from the structural issues with the property, we felt we were due a partial rent refund. ******* promised me a call with **** within the week. I also told ******* that our pre-payment had included $200 for a mid-stay cleaning, which had never taken place. She told me that she would issue a refund check.After failing to receive the promised phone call, I left several messages to follow up. I never heard from ******* or ****, nor did I receive the $200 refund. As we reached the end of our stay at the second property, I sent an e-mail to ******************* and *******, outlining the entire scenario. I still have never received a call or the $200 refund.

  

  Business response

  11/02/2023

  Hi ******, Thank you for taking the time to write us again. After reviewing your ongoing concerns, we feel compelled to address these matters once again. Per our records, we understand that your initial booking was for a group of 5 adults and one pet. However, it appears that there were a total of ************************* the property, which does indeed violate our occupancy rules and terms and conditions. We find it frustrating that we must reiterate these facts, as we take these rules seriously to ensure the safety and comfort of all our guests.
  We acknowledge that having 11 people in the home- especially during ********* hottest summer with the ongoing heat wave- can lead to discomfort, particularly with the continuous use of the ** system. We apologize for any inconvenience this may have caused you and your group, but it's essential to emphasize that these issues were discussed and addressed previously.
  Regarding the pool cage, we regret to inform you that it was damaged during the last hurricane, and we are currently in the process of pursuing repairs through our insurance provider. Without the pool cage, leaves and small insects can accumulate in the surrounding area, which is why we provide a pool skimmer for such situations. We had previously communicated this to you. Regarding your request for a refund of $200; due to the violation of our occupancy rules, we are unable to ***** your request for refund. 
  If you have any further questions or require additional information, please feel free to contact us directly at ************. We remain committed to resolving your concerns, but we must stress that these matters have been previously discussed and handled to the best of our ability.
  

  Customer response

  11/07/2023

   
  Complaint: 20802168
  
  I am rejecting this response because:  This is an intentional misinterpretation of the statements in my initial review, in order to avoid doing the right thing.  I  am a decent, honest, intelligent person.  Obviously, the same cannot be said of the (still) nameless Gulf Coast employee who responded to my complaint.  I am attaching the reply/explanation that I posted on ************* and the **** website within hours of the rude, accusatory reply to my review.  Had there been any question about our adherence to their terms and conditions, the appropriate action would have been to contact me privately.  *************************** certainly had the opportunity to discuss this accusation with me during our telephone conversation on July 27th.  In addition, the property was visited numerous times during our stay by Gulf Coast employees and contractors (property manager, lawn/pool guy, pest control tech, garage door repairman, and three AC techs) who can attest to the fact that there were no more than THREE occupants at any time.  The fact is that the business knew there was a structural problem with this property, for which the property owners were being assessed a daily fine.  The property never should have been rented out under these circumstances, yet management is happy to let us take the hit in order to profit the property owners.  The suggestion that I contact someone in management directly by phone to discuss this further is laughable.  I have never been so studiously ignored or falsely accused as I have by this company.  I am offended, disgusted, and livid.  We feel that we should be reimbursed one month's base rent of $3,000 for the hellacious month of July that we spent sweltering in this house.  In addition, without question, we should be reimbursed the $200 that we paid upfront for a mid-stay clean that was never offered or performed.  I am sure Gulf Coast will continue to do everything they can to avoid making this right.  I hope BBB now has a firm understanding of the underhanded manner in which this company operates, to the extent that, at the very least, the rating is lowered, but preferably they lose their affiliation with your organization.
  
  Sincerely,
  
  ***********************

  

  Business response

  11/09/2023

  Hi ******, to reiterate again, Regarding your request for a refund of $200; due to the violation of our occupancy rules, we are unable to ***** your request for refund. You personally stated in writing in your ****** review to us as shown in the attached screenshot: First of all, I have no idea how you could have misconstrued my comments to indicate that we have had ******************** this (disgusting) house.. You personally stated 11 people, which is over the occupancy limit for this home. In addition to your reviews, youve made us aware of the following concerns that you had with the home: The street was too busy, you observed cops in the area indicating to you that it was unsafe, that there was only one TV in the home (as the marketing photos show), that there was not enough dressers (again, as the marketing photos showed), you did not like the vinyl flooring because it made a noise when you walked on it, the ceiling fans were hung too low, the lights in the home were too dim, your child has a "sensitivity to cold" however you stated that the ** didn't work (the ** did indeed work, you just left doors and windows open), and lastly you stated that the pillow cases and sheets were not comfy enough. When guests make unreasonable requests and accusations like these about a home, we feel at a loss on how to satisfy the guest.

  Customer response

  11/18/2023

   
  Complaint: 20802168
  
  I am rejecting this response because:

  I continue to be disgusted by the unprofessional and unethical behavior exhibited by members of the upper tier at Gulf Coast Property Management. Director of Vacation Rentals ******************* fabricated a lie after I posted reviews on ****** and Yelp, and has persisted with it.  My statement that the property certainly WOULD NOT BE comfortable for any length of stay for the 11 people it is set up to sleep could not have been misinterpreted by any reasonable person to mean that we actually had 11 people in the house. I do not believe that this was an error resulting from stupidity; I am certain it is the product of utter malice and greed.  I also find it interesting that the author of the businesss response (most likely ****), who has never had the decency or courtesy to identify himself, quotes from a note (attached) that I sent on the companys guest portal several days before I had a conversation with ***** Services Manager **************************** He has never acknowledged receipt of this note prior to this, and while he quotes from statements that I made about the condition of the house, he fails to acknowledge my statement in the opening paragraph that my husband, my son, and I were the ONLY occupants of the house.
  
  I will not read or accept any further responses from this business, which I know would only continue to be laced with lies and false accusations. These people are the worst of the worst. Our experience and even the authors own statements attest to the fact that they fail to properly manage, maintain, monitor, or perform repairs at the properties they represent.  In addition,they obviously agree to represent properties that, given their condition,should not even be offered for rent. Paying guests are left to deal with the fallout, and those who have the audacity to express concerns or point out problems, no matter how significant,are blatantly ignored and/or verbally attacked. Clearly, I cannot expect to be refunded the $200 for a service for which we prepaid but never received, much less any type of restitution for the extreme discomfort that we suffered in the Rising Tide property on ******************* in **************.  Certainly the author lacks the moral capacity to acknowledge any fault on the businesss part or offer an apology.  The only thing I hope to accomplish at this point is to prevent other consumers from having the hellacious experience that we did in being mistreated by this company.  I honestly dont believe I have ever before encountered a management team as contemptible as this one.  The BBB website states that the BBB Seal instantly identifies businesses committed to honesty and integrity.  Gulf Coast Property Management represents the antithesis of this standard, and I hope to see this company removed from membership.
  

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

  

  Business response

  12/08/2023

  Hi ****** and ****; from the BBB, confirming that we've obtained ******'s address for the $200 mid-stay clean refund on Tuesday. The refund has been processed and sent to ****** to the address she provided to us. We also returned your call, ****, and left you a voicemail today to confirm this. Please let us know if you have any further questions. Thank you.

  Customer response

  12/19/2023

   
  Complaint: 20802168
  
  I am rejecting this response because:

  I was troubled to receive a message this evening that my complaint has been closed.  The last communication from Gulf Coast was forwarded to me on December 8th.  I was thinking that I had 10 business days to respond and was waiting until I checked my mail tomorrow, which will mark two full weeks since a manager from the business contacted me to confirm my address.  I have never received the refund check and would like to post a response if the complaint can be reopened.  Please let me know. 
  
  Sincerely,
  
  ***********************

  

  Business response

  12/21/2023

  Hello, We have reissued a refund check as of today to the address that ****** provided to us. The **** tracking number is: 1Z67452Y0318695537. Please contact our office should you have any additional questions or concerns at ************.

  Customer response

  12/27/2023

   
  Complaint: 20802168
  
  I am rejecting this response because:

  I received the "reissued" check for $200 on Friday and cashed it today.  I guess it remains to be seen if it actually clears the bank.  The (obviously different but still unidentified) author of the last two messages from Gulf Coast Vacation Rentals responded with a very conciliatory and cooperative tone.  The fact is that the only reason the business has refunded the $200 which is legally and rightfully due to me is that they were informed by the Better Business Bureau that, if they did not issue the refund, they would have to enter arbitration over it.

  It is unacceptable to me that no representative of this business has managed to acknowledge any wrongdoing, admit to mismanagement in their business practices, or apologize for the way in which my family and I were treated.  All I want at this point is for this complaint to be closed so that it is posted publicly on the BBB website and will hopefully spare potential customers from being subjected to the same type of mistreatment that we were subjected to.  

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

• Initial Complaint

  04/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  It took 7 requests to get a copy of our lease. We are leaving the property early and accept the penalty. We have requested 5 times to set up an inspection date to be sure we receive our security deposit back. The company has not responded to 5 emails requested an inspection date.

  

  Business response

  04/10/2023

  Hi ******. Thank you for taking the time to write us. We apologize for any delay in receiving a copy of your lease. After further investigation, we understand that youve spoken to one of our Property Managers on the phone about our policy on terminating your lease early. We do not perform move out inspections with tenants. Rather, the inspection is done after the tenant vacates the property. If there is anything you need to make us aware of, please do so in writing. Please give us a call at ************ and ask for our Director of Annual Rentals if youd like to discuss further. Thank you.  

  Customer response

  04/14/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into this annual rental on 3/16/23 and thats when the complaint started the garage door openers wouldnt work, the wash machine was broke, the water smells like rotten eggs, the front blinds were broke, the pool pump runs 24 seven. What is so frustrating is that there apparently was a full inspection on the 14th before we moved in and all these problems were going on thats when the complaint started going in there have been multiple phone calls from that day on and nobody wants to call you back. Yes they have sent people out to fix the washing machine the blinds the garage door oh and totally forgot the refrigerator icemaker and water dispenser wasnt working but they got that working also, but the main complaint was the water and that still has not been fixed. The pool maintenance and the yard maintenance was supposedly included in this and nobody has been out for over three weeks. You call and leave multiple messages and nobody still calls you back apparently there is nobody over *** or ***** , we have left multiple messages with them and they refused to call back. There is absolutely no communication whatsoever with this company. Last weekend we were trying to get water in the pool and the well run for over two hours into the canal and made an emergency request and nobody showed up until the beginning of the week but still no response and still nothing is getting fixed.

  

  Business response

  04/04/2023

  Hi *****. Thank you for taking the time to write us. We apologize for the inconveniences these maintenance items has caused you. Unfortunately the water smell issue was not identified at the time of the move-in inspection because this was the first time that we had a tenant since the hurricane and was obviously something that could not be identified until someone started living in the property. Regarding the water system; We are currently getting estimates. The vendors are getting us on the schedule as fast as possible and are being responsive. However, we cannot control our outside vendors schedule. Unfortunately, when the pool vendor was there, they did not address the pool pump system. However, we have sent another vendor out that we are trying to get out there as soon as possible to address the pool pump. ************** has been out to your property twice last week to address all the interior repairs needed. Regarding the pool & yard maintenance; we were under the impression originally that the owners vendor was handling this. Now that the owners vendor was at the property and did not address the pump issue, we have reassigned a new vendor to go out to the property. Please call us at ************ and ask for our Director of Annual Rentals if you need to discuss further. 

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I booked this apt *************** at ****************************************************************************** for the Month of March 2023 we were told the pool was working by Gulf coast property manager. It is never been open for use and getting information is not been easy. We just feel were entitled to some compensation as we booked this unit for the pool.

  

  Business response

  03/23/2023

  Hi ******. After further investigation I wanted to address your concern further. Per our terms and conditions which you signed the day on booking the unit states "Gulf Coast Vacation Rentals is an independent property management company that manages privately owned individual rental properties located within resort communities. Gulf Coast Vacation Rentals cannot and therefore does not guarantee access to any resort amenities such as, but not limited to, swimming pools, golf courses, fitness rooms, tennis courts, and restaurants. The guest acknowledges that Gulf Coast Vacation Rentals is not liable if access to any such resort amenities is restricted due to maintenance, resort policies or any other reason." We understand your frustrations and please contact us at ************ if you have any further questions. 

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired this company to rent our home. In return they were to manage our rentals/renters and keep our home in good condition. In return we were to give them a monthly management fee as well as 20% of the rental income. The only part of our contract they stayed true to was collecting their money. The first renter they placed in our home destroyed the property. Gulfcoast never even went to check on it. They were about to re-rent it with pet urine all over the carpets. Drawings on the couches. Broken furniture and suntan oil all over the dressers. They made no attempt to reverse all of the damages. I had to send pictures because they would not go out to our home. It took months to re-coup only part of the money it cost to clean up. They did however still collect their rental income and management fee. We immediately terminated our contract with them but held true to our agreement that they could keep their standing reservations. On several occasions our renters paid for cleanings that were never performed. One renter had to evacuate a week into their stay. Gulfcoast did nothing to find them alternate housing. They kept all of their money and didnt even use their cleaning fee to clean the house. We had to pay out of our own pocket for the cleaning. Most recently we were forced to honor their February 2023 rental. A month prior I found out on my own that the renter had cancelled. They never even informed me that we were about to lose 17,000$ in revenue! They told us we would get a portion of the deposit on March 10th. 80%. March tenth came and no money was deposited. When I called them they said they would not be giving us our portion because they decided they were keeping it. They used our house to make a profit and did not give us the agreed upon portion of the revenue. I am requesting our portion of the revenue they made off our home. They have demonstrated unprofessional and unethical business practices. In short they stole our money!

  

  Business response

  03/23/2023

  Hi *****. I wanted to address your concerns stated. After the guest who checked out caused some damage, we immediately got everything fixed, and most was covered by insurance. We understand the frustration here and apologize that you had a guest who did not respect the home. Regrettably, you chose to sever your contract with Gulf Coast at the time. We had a booking in place for February 2023, which you agreed to honor. In early December, the guests who were staying in February had an emergency and needed to cancel their trip. We were not allowed the chance to rebook your home, for that month, per your request, as you had already picked a new property management company. The deposit was not split with you, which the guests had forfeited, but our management agreement states the options when issues such as this arise. Had we still been able to rent your house, we absolutely would have rebooked the home for that timeframe and endured you got top dollar for rental. Please give us a call at ************ as we would like to reconcile any differences. Thank you, Gulf Coast Property Management.

  Customer response

  03/29/2023

   
  Complaint: ********
  I am rejecting this response because:
  They did not address all of the issues in my original complaint. They did not rectify any of the issues I presented in my original complaint. The number they gave to call them with my concerns is their general phone number not a specific person or department and they do not return phone calls. They also neglected to acknowledge my email follow up. 
  

  Their response contained false information and they directly went against their very own policies. 

  their claim that they immediately addressed the damage to my home was false. As our property manager they were supposed to check on our home after their renters left. That check was never performed. I personally found the damage and cleaned it up myself. I also had to order replacements for everything that had been broken or soiled with urine. The only thing they did was file an insurance claim for the cost which I had to call them daily to get them to follow through and I did not receive the pay out for 6 months. 
  

  They did not even address the fact that my guests paid for cleanings that were never performed. 
  

  As for the canceled reservation, they never notified me!! I found out it was canceled by accident. Why would I allow a negligent company to re ************ during the most lucrative time of year. They specifically told me that per the rental agreement I would be paid out 80% of the deposit on 3-10-23. That day came and went with no phone call, no communication whatsoever and no payout. They used our home for income and then stole the money that was rightfully ours. The rental agreement states: 

   

  if the cancellation results in a loss of revenue for the specific rental period, the owner shall receive any deposit monies retained and will be considered collected rental proceeds

   

  They broke their very own policy as well as our contract. 
  

  Gulfcoast does not manage properties. They collect money from people and allow them to use/destroy homes and dont stick to their very own contracts. 
  

  Their execution of their contract as well as their accounting practices need to be investigated. 
  

  They are operating an unethical business and they know it which is why you never hear from them. 

   

   

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

  

  Business response

  04/03/2023

  Hi *****. Thank you for taking the time to write us with your additional comments. We have looked at your photos submitted. However when we looked at the photos, one of the photos are of children so we are confused how this correlates with your complaint...? We understand that you have spoken to our Vacation Rentals Director and as stated on Thursday, March 23, 2023; ***I wanted to address your concerns stated. After the guest who checked out caused some damage, we immediately got everything fixed, and most was covered by insurance. We understand the frustration here and apologize that you had a guest who did not respect the home. Regrettably, you chose to sever your contract with Gulf Coast at the time. We had a booking in place for February 2023, which you agreed to honor. In early December, the guests who were staying in February had an emergency and needed to cancel their trip. We were not allowed the chance to rebook your home, for that month, per your request, as you had already picked a new property management company. The deposit was not split with you, which the guests had forfeited, but our management agreement states the options when issues such as this arise. Had we still been able to rent your house, we absolutely would have rebooked the home for that timeframe and endured you got top dollar for rental. Please give us a call at ************ as we would like to reconcile any differences. Thank you, Gulf Coast Property Management.

  

  Business response

  04/04/2023

  Hi **************04/04/2023 to provide further information; 1) Per our records, our insurance paid you $150 in May of 2022, and then an additional $1,019 in August 2022 from the issues that occurred with the booking in early 2022. 2) After each guest, the home is inspected and professionally cleaned. 3) As mentioned before, the damage that was incurred by the guest was addressed and rectified as quickly as Gulf Coast was able too and they were completed in a very timely manner. It was the insurance claim payout that took time, as is to be expected. Please contact us at ************ and ask for the Vacation Rentals Director if you'd like to discuss further. 

  ***04/03/2023: We have looked at your photos submitted. However when we looked at the photos, one of the photos are of children so we are confused how this correlates with your complaint...? We understand that you have spoken to our Vacation Rentals Director.

  ***03/23/2023: We wanted to address your concerns stated. After the guest who checked out caused some damage, we immediately got everything fixed, and most was covered by insurance. We understand the frustration here and apologize that you had a guest who did not respect the home. Regrettably, you chose to sever your contract with Gulf Coast at the time. We had a booking in place for February 2023, which you agreed to honor. In early December, the guests who were staying in February had an emergency and needed to cancel their trip. We were not allowed the chance to rebook your home, for that month, per your request, as you had already picked a new property management company. The deposit was not split with you, which the guests had forfeited, but our management agreement states the options when issues such as this arise. Had we still been able to rent your house, we absolutely would have rebooked the home for that timeframe and endured you got top dollar for rental. Please give us a call at ************ as we would like to reconcile any differences. Thank you, Gulf Coast Property Management.

  Customer response

  04/04/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  
  First of all they are not responding to the complaint in its entirety. There are several aspects of my complaint left unaddressed. They never went to check on my house after this renter left. Had they have gone they would have reported the damage to us. Instead we reported it to them. Second, I will repeat. I cleaned up the damage, they did not. The only thing they did do was submit my receipts to the insurance company. I cleaned the pen off the couch l, the urine off the carpets, and the oil off the dressers. I attached the wrong file to the complaint obviously, however the other files are there left unaddressed. They only chose to comment on the picture I uploaded in error. 
  

  Cleanings that they claimed were performed never were. We have records of our cleaning company needing to clean after their renters left. 
  

  They have also neglected to address their breach in contract. Just completely skipped over that. You are stealing from your homeowners. It will be uncovered. Judging by the amount of BBB complaints you have it appears to be only a matter of time. I refuse to go back and forth with you. 
  

  Bottom line. You stole from us. You did not manage our home. You did nothing but collect renters money. Your unethical illegal practices will be uncovered. I will be filing a complaint against your license. 
  

  Next time you chose to respond please respond to the entire complaint. And use your judgment when you clearly see I attached an incorrect file. I think we all could have figured that out. 
  
  Sincerely,
  
  ***********************

*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. ↩