Complaints

This profile includes complaints for Cape & Coast Premier Properties's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cape & Coast Premier Properties

  161 Commerce St Apalachicola, FL 32320-1431

• 

  Cape & Coast Premier Properties

  PO Box 399 Apalachicola, FL 32329-0399

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/13/2025

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked Beach Glass for the week of Nov 16 - Nov 23, 2024. The property is advertised with a heated pool (we paid extra for that as well) and we arrived Saturday evening to a pool that was freezing cold and unusable. We notified Cape and Coast before even checking into the house (phone conversation) that the pool heat was not on and they assured us it was. We have a pool so we know that when the heater is on, there is warm water coming from the jets and there was not. The hot tub was also unusable upon arrival and had not been sanitized as the water was several inches below the jets. Cape and Coasts maintenance crew informed us on Sunday when they serviced the hot tub that they knew the Thursday before we arrived that the pool heater was not working as they ordered a part to fix it. The part had not come in yet. Cape and Coast made no attempt to notify us prior to check in that the heat was not working and then proceeded to lie to us when we called to alert them. We asked repeatedly to be moved to a house with a working pool heater and we were ignored. The pool not being heated resulted in us not being able to use it the 1st 5 days of our trip as the water was not even 70 degrees. We were so frustrated as our entire 1st 5 days of vacation consisted of non stop phone calls, test messages and workers at the house that we packed up 2 days early (Thursday morning before 10 am) and left. The vacation was not salvageable so we drove 18 hours back to Ohio! I have attached a more detail description in the supporting documents section as well as a copy of the text messages, their website description of the property stating a heated pool, the hot tub water level below the jets and the error message on the pool heater.

  Business Response

  Date: 01/13/2025

  Mr. and Mrs. *****,

  I have gotten your google review as well.  While I can understand the frustration caused by the pool heater issues you mentioned, these issues are clearly covered under our signed and dated lease agreement.   

  1- Cape and Coast did not lie.   We were not told about the pool heater issue by the third party vendor until we called them to ask for assistance once you told us it was not working.  Then and only then, were we told it was a known issue. 

  2- The pool vendor did quit and leave.   He was very upset and called us to say he was just "cussed out" by a guest and "nobody talks to me like that".   We don't condone him leaving in the manner he did, we also don't condone our guests treating our vendors with disrespect.   We do not know the actual truth of the matter so we are not making any claims other than to document what the opposing claim is.  That vendor was fired immediately and we began working on a new vendor.   

  3- We worked nonstop on the pool heater, replacing the board and a sensor.   Typically this kind of repair would take at least a week but we were able to find parts and vendors, call in favors etc to get it done in a few days.   

  4- The hot tub, even from the photos provided, was not low enough to prevent usage.   Water should be below the jets when empty so that it does  not overflow when fully occupied.   This claim that you could not use it is not true.   

  5- Our contract states very clearly in sections 8 and 9 that pool heat is an optional amenity.   Failure of this amenity will not result in refunds or moving properties.   You were refunded by check.   It appears you waited for that check to clear before posting about this online.   

  We are sorry that this has caused so much consternation for you but you were provided everything for which you paid and our staff worked tirelessly to help you have the best time possible.   This issue is clearly covered under our agreement and you have already been refunded for the full amount owed.   

  Customer Answer

  Date: 01/14/2025

  
  Complaint: 22803617
  
  I am rejecting this response because:
  
  1.  Cape and Coast knew 2.5 days prior to our arrival that the pool heater was not working therefore making the pool unusable.  They had a responsibility to notify us, prior to our arrival,  that the property was no longer available as advertised and agreed upon in our contract.   They did not notify us or offer any alternatives for the stay. 
  
  2. No refund has been received by us for the pool heat. Please provide documentation on the refund including a canceled/cleared check. 
  
  Sincerely,
  
  Beth *****

  Business Response

  Date: 01/14/2025

  Hello Mr. and Mrs. *****,

  I was unaware the check had not been received by you.   Upon further research, our accounting team tells me the check has not cleared so at this time, we are cancelling the check and issuing a credit card refund .  It should take 3-5 business days to be reflected on your CC statement.  I also want to reiterate that Cape and Coast did NOT know the pool heater was inoperable prior to your check in .  A third party vendor did know and did not communicate it to us.  However, it would still not have resulted in a refund or change of location.   We hope you receive your refund promptly but it will be completed today on our end.    Thank you for clarifying that you had not received those funds.   That was certainly a miscommunication as it's marked as sent on our end.  

  Customer Answer

  Date: 01/17/2025

  
  Complaint: 22803617
  
  I am rejecting this response because:
  
  1.  No refunds have been received including for pool heat.  Once again, Cape and Coast claims it was miscommunication on their end. 
  
  2.  Cape and Coast continues to deny that they knew 2.5 days prior to our check in that the pool heat was not working however, they are the ones that sent the 3rd party pool vendor to work on the heater on Thursday in the middle of the prior renters week.  The pool vendor would not have been there mid week unless there was an issue with the heater.  Furthermore, the 3rd pool vendor verified to my husband that he was the one there the Thursday before we checked in and that he did indeed relay to Cape in Coast that the heater needed a part to be ordered to fix it. That communication was again, 2.5 days prior to our arrival.  Even if the 3rd party pool vendor had not communicated back to Cape and Coast, it is their responsibility to know what is happening at their own properties. Cape and Coast's maintenance crew also told my husband on Sunday (after our arrival Sat evening) that they were only there to fill and sanitize the hot tub only (also not usable upon check-in)  and not to work on the heater because they also knew on Thursday before our arrival that the pool heater was waiting on a part.  I find it very disturbing that in Cape and Coast's previous message that they said even had they known the heater wasn't working (and they clearly did), no refund or transfer of property would have been granted.  That is just plain fraudulent and supersedes the rental agreement that commences on check in.  Cape and Coast advertised a private, heated pool, oceanfront property and knew prior to our arrival that they could not provide what was agreed upon and paid for.  Therefore, nothing short of a full refund will correct this situation.  Our vacation was ruined to the extent that we left 2 days early due to all the stress, non stop texts and a rotating door of workers at the house.  
  
  Sincerely,
  
  Beth *****

• Initial Complaint

  Date:08/08/2024

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked the “Dune Our Thing” property through Cape & Coast Premier Properties in June 2024, and we arrived August 3. We were shocked to discover the pictures posted online of the view to the beach were falsely represented. Online, there’s a picture of a green field and then just beyond that the shore and the ocean. In reality, there are two badly burned buildings occupying that same green field, essentially blocking the view to the beach and creating an incredibly horrible vantage point. We were also extremely concerned because we arrived when the threat of Hurricane Debbie loomed, and we could easily see dangerous items surrounding the burned buildings such as nails and sharp, charred pieces of wood everywhere. What’s interesting is if the houses had not been burned and fully built, that would have blocked our view even more. We wrote Cape & Coast through their Guest Services email. Here’s the response from Kate ************, the Guest Services Manager. She wrote, “We do not believe this has impacted the safety or quality of DUNE OUR THING” and they refused any concession. In addition, she inadvertently admitted fault in the last paragraph of her response: “We do thank you for bringing to our attention where we have struggled, and we will be updating the verbiage on our Rental Agreements moving forward, so future guests will be notified ahead of arrival.” And what about us? I couldn’t believe such casual dismissal of a seriously false advertisement violation while simultaneously admitting fault. I wrote Kate back immediately and told her I adamantly disagree with her decision. We never heard from Kate again. The next day I called them, and the woman who answered my call said she escalated my issue to Kate’s supervisor. And as expected, I did not hear back. Ignoring a customer with a true, valid complaint is the most disrespectful thing you can do. This is a lesson for businesses who provide an expensive service (we paid about $6800 for a 7 day stay).

  Business Response

  Date: 08/09/2024

  We are sorry that this construction and subsequent fire at a neighboring property has caused such consternation by our guest Mr. ****** *******.  We update our photos yearly or bi-yearly.   However, homes on Cape San Blas are being built quickly and steadily.   It is not falsely advertised and we never claim "unobstructed views".   We advertise "gulf views" on this listing which are indeed present and would be even if the new home had been fully built.   This home was constructed very quickly and burned down during the building process.   We cannot take any responsibility for the activity of neighbors.   We clearly lay this out in our contract which Mr.  ******* signed.   The home caused zero safety concern as long as Mr. ******* and his family did not trespass onto the neighboring property and kept to the path and boardwalk.   If the hurricane had posed a danger risk to Mr. *******, he would have been forced out of the home by mandatory evacuation for which he would have also not received any refund except if he purchased trip insurance which I believe he declined.   At no time was his enjoyment of the home hindered or interrupted by this home.   His request for $6800 in refunds is also unbelievable and completely unreasonable.   He paid $5794.19.  He is asking for more than 100% of his money back from this homeowner who has provided the home as advertised.   The home itself was exactly what he paid for.   It's unfortunate that the Mr. ******* feels so strongly that he is owed a free vacation because he has made full use of the home he rented with zero interruptions to his beach access or home amenities.   We will indeed make some clarifying statements on our website while we await updated photos.  That is in no way an admission of "guilt" as he claims.  It's simply an effort to ensure that his feedback is valued and informs our ability to keep up with the perceptions that guests may have.   No other guests have even whispered this complaint to us so Mr. ******* stands alone in his accusations and I believe his completely unreasonable financial demands demonstrate that his intentions here are purely financial and it's unfortunate.  

  Customer Answer

  Date: 08/09/2024

  
  Complaint: 22110603
  
  I am rejecting this response because:
  
  It’s good to finally hear from you, Cape and Coast. We still haven’t received one phone call from you this whole time which probably could have easily stopped it from going this far. Yes, the amount is actually closer to $5800, not $6800, and I am sorry about my miscalculation. But to say I am demanding a full refund is insulting. If you had read my original email, we thought we deserved some type of concession. That could mean anything, but mostly it means some effort from you to acknowledge what went wrong here. A phone call, SOME type of communication that shows you understand. Some type of customer service which involves any type of effort on your part. The BBB requires us to put in the amount you charged (which yes it’s more like $5800) and asks for a reason. We put “Billing Adjustment” which could also mean anything. You are deflecting so you don’t have to do anything once again. At this point, I’m washing my hands of this whole terrible customer service experience. We are leaving today and taking photos of our place to ensure we don’t have to hear from you again. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:11/02/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a vacation rental through Cape and Coast, it was advertised as two homes, sleeping 36 combined w/10 bedrooms. 4 business days prior to check in, we received a vague email that said the second residence was unavailable due to maintenance issues which were outside their control. (No other contact was made, and no attempt was made to confirm that we received the information.) After being advised that we would not be able to use the entire property like we had paid for, I called them requesting a partial refund (proportionate to the loss of bedroom & living space). I was told by the office that I needed to talk to the general manager, but every time I called, I was advised that the general manager 'was in a meeting' or 'just stepped out' and was told she would call me back. However, after two weeks and multiple phone calls, I have yet to hear anything back from their manager, and have yet to ever receive a single return phone call. At this point, they don't usually even answer calls from my phone number. In addition, the guest house that we were told was unusable was supposed to be undergoing repairs, however over the two weeks we were there, I think we saw a maintenance vehicle there once for only a few hours - I question at this point whether they were even actually repairing anything.a Furthermore, after talking with some other folks who had rented the same house at least one month prior, they told us that they had experienced a similar issue with the guest house on the property, telling us that this issue with the guest house had been ongoing for several months at a minimum. Overall, highly unsatisfied with the unethical business practices of Cape and Coast. It seems clear that they were knowingly advertising and renting a property as 10 bedroom vacation rental with two kitchens & living areas, and only allowing use of 7 bedrooms with one living area and kitchen, and zero effort to makes things right on their part.

  Business Response

  Date: 11/03/2022

  This home has a primary home as well as a carriage house.   The carriage house had a water leak which had an unclear origin.   We had several contractors look at it and there's disagreement where it is coming from.   Originally, we had the leak scheduled for repair to be completed prior to *** ****** arrival.   We had every intention of providing this property without interruption.   However, it became clear during the week prior to his arrival that this issue would not be resolved prior to his family's arrival.   As soon as we knew this, we reached out to them in writing to provide notice.   It's not true that our staff is ignoring him.   We do not have call ID on our phone system in the local office and cannot tell who is calling prior to answering.   We do record our phone calls but that is not visible in real time.   Our deepest apologies to *** **** for giving him the impression that we were ignoring or purposely not speaking with him.   That is not the case and I will be looking into our systems to find out where this failure to respond originated.   We certainly don't want our guests to feel this way and will take steps to remedy that on our end.   

  Regarding the claim that we have made no effort to rectify this situation, this is also not true.  We processed a refund in the amount of $1176.00 on Friday October 28, 2022.   It's very possible that the guest has not received it yet as this can take up to 10 business days to process depending on the credit card provider.   The home is currently not for rent until this is fully rectified  which we anticipate will be in the next 15 days. We are not advertising or knowingly renting a home that is not fully available for guests.  Our deepest apologies to *** **** because our response lead him to believe we did not care or were treating him unfairly.  That was not our intention and we will take steps to ensure training for our staff on rectifying issues that are inevitable such as this.  

   

  Business Response

  Date: 11/09/2022

  We completely understand that this was an inconvenience for the guest.   Unfortunately, *** **** is jumping to a few conclusions that are not correct.   Chief among them is this insistence that we had ample time to repair this prior to his arrival and simply chose not to do so or to notify them in a timely manner.   That is not true.  As stated in our original response, we had a contractor lined up to make those repairs but they found the issue was not as originally expected and it required further investigation to find the root cause in order to repair this.   This was unexpected and we fully anticipated ** **** would have full use of the property.   As soon as it was clear that this was not the case, he was notified.   

  We are taking steps to find out why the local GM did not reach out to the guest and we are also disheartened that he felt a need to go the BBB to issue a complaint.   We will work towards making sure our escalation process is ironed out so that future guests are able to reach us more easily.   Regarding the refund amount, this is the amount which was approved in conjunction with the homeowner so we consider this to be a closed matter and we appreciate *** ****** clarity that we did in fact issue a refund and that he had a good experience with our staff which he did speak with.   

  Customer Answer

  Date: 11/16/2022

  
  Complaint: 18329473
  
  I gave this some time to think through my response, and wanted to simplify my complaint.  It boils down to two points which lead up to the main issue.
  
  I don't have any issues with there being a problem with the rental home - those things happen, and are outside of our control.  Not upset about that.
  
  What I am upset about, and remain dissatisfied with, is twofold.
  
  1. Notification of issue: Cape and Coast was aware of this issue far in advance of our visit, and had ample opportunity to either address the issue or notify us of the issue.  Please note my use of 'either' - I also understand that maintenance issues can take time to address, I would have been understanding had we been notified about the issue and advised with better communication beforehand, however we only received a single notification via email 4 days prior to our arrival, and it was in an email worded so poorly a spam filter caught it, so we had effectively zero notification of the issue prior to checking in.  No attempts were made to contact us to confirm receipt of that information, other than that initial email.
  
  2. Ongoing communication.  After the issue was raised, the first response I have received from Cape and Coast regarding the issue was after I filed a BBB complaint.  I called on multiple occasions, as mentioned previously, over the course of two weeks.  They never returned my calls, and the manager was 'never in' to speak with me.  Multiple messages were left, with zero response.
  

  Ultimately, this leads to the only outstanding issue, we can't go back and re-do the communication prior to or immediately after the issue - however the refund that we've been working around is still an issue.  Cape and Coast issued a partial refund, at an amount that they decided on, but have yet to explain how or why this is an adequate refund given the facts shared above.  I still maintain, based on the math shared prior, that 15% is an inadequate refund, and that 30% would be reasonable and commensurate to the loss of space and access.
  

  
  **** ****

• Initial Complaint

  Date:10/19/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family visited St. George Island on 10/9/22 through 10/16/22. Our prime purpose was to have a elevator (as advertised) to use at this property. We had a 72 year old lady that has had 4 knee surgeries which made it very difficult for her to climb three levels, and several times a day. Amount paid for rental of this property was $5,283.75. I feel that we should have partial reimbursement for the elevator not working. We surely would not have rented this place. Spoke with Katelyn Braswell, Asst. Manager about the problem and she told me Brooke Beebe sent me a e-mail on October 5, 2022 informing me of the problem. This should not have been an e-mail but a phone call so a plan could have been drawn out. I asked Katelyn for a another site that was comparable in price. She was no help here and did not offer any type of refund. I have every e-mail I had with Cape and Coast. I even checked my spam mail. No e-mail was received from Brooke. They did have my phone number. False advertising on this companies part. No one came out the entire stay to check the elevator. I asked to have the Manager give me a return call on three occasions. No one called me back. The management is in very poor hands. My payments were taking with no problems. Ms. Braswell told me I was very rude and that she was going to hang up on me and that she did. We had driven ten hours and did not receive what we were told to expect at this property. This young lady needed to be ready to solve this problem, and did nothing to help. She did not check on us the entire week. When we arrived workers were leaving the property after cleaning. Nothing mentioned about elevator, also the inspector came by and left nothing said about elevator being down, and the property Asst. Manager knew this the entire time. I feel that Cape and Coast should be held accountable with this problem. Katelyn Braswell should be held accountable in this dispute. Property Management should be working to make the renter TOP PRIORITY.

  Business Response

  Date: 10/20/2022

  We called the week prior to these guests arrival to inform them of the elevator issue. We left a voicemail, and followed up with an email. The elevator needed a new part (a valve in the pump house) that REI (the only company who can work on the elevator due to proprietary equipment and software) had to order and install. We knew it would not be repaired during this particular guests stay. When the guests arrived and called to inform us the elevator wasn’t working we informed them we did call and email them the week prior to inform them of what was going on.
  
  We were fully booked and had nowhere to move them to upon their request. At this point communications became very hostile. The guest was using very fowl language with the office staff, even still we also offered to come and help them unload the bags/luggage they had even though it was after hours. The guests declined. We tried to get REI back out to repair the elevator during the guests stay but the part hadn’t arrived while these guests were here.
  
  The owners would not approve a refund of any kind for the elevator.  Furthermore we take an extra step and add into our contract that elevators and other such equipment can go down and that they should be considered a convenience item only. 
  
  Our Head of Maintenance did call her Sunday evening to speak with her after she requested with Katelyn to speak to a manager, but the guests did not answer and he left a voicemail, and we never received a call back in the days to follow.
  
  
  I am attaching the email we sent on 10.5.2022.

  I am attaching her contract where she agreed to the terms of the elevator as part of the rental - section 9 

  Business Response

  Date: 10/26/2022

  We certainly appreciate the inconvenience that losing an elevator at a rental home may cause, our terms and conditions are clearly defined in our agreement which was signed by the customer.   We tried in good faith to give the guest ample time to prepare for the possibility that this amenity would not be available due to unforeseen mechanical failure.   Our records show an email to that effect was sent to the customer on October 5th, 2022.  Unfortunately, the guest seems to have not seen this message which is unfortunate.   Elevators are clearly defined in our agreement as a bonus amenity and cannot be guaranteed.   We tried to work with this guest to help them with any mobility issues but those offers were rejected.   We do apologize that the message for a manager to call was not relayed appropriately and have taken steps to ensure that does not happen again.   We have also added verbiage to our web listing to ensure that all future guests understand that a residential elevator cannot be considered a guarantee as we are in a remote location and elevator repair is highly specialized.   We are happy to hear in reviewing our recorded calls that the guest mentioned many times how beautiful the house was so we hope she was able to enjoy her time in this lovely home despite this unfortunate mechanical failure.  

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18242240
  
  I am rejecting this response because:

  When one examines the information by Cape and Coast it appears that they did a reasonable job of mitigating a troublesome situation. However, when the guest’s position is viewed a different conclusion is available.
  The contract does include elevators in the amenities section along with hot tubs and ice machines, but would a reasonable person renting a three-story house believe that an elevator would have the same priority as the other two? While each are subject to mechanical failure, good business practices for prior notice to the vacationing party could vary, wouldn’t anything less than actual personal contact for the elevator seem insufficient?
  Cape and Coast provided a copy of an e-mail they sent October 5, 2022.  A search of all files (including spam) was made after returning home and there was no evidence of this e-mail ever being received.
  Cape and Coast indicated they attempted to phone a week prior to arrival and left a voicemail. No record of that call was found in the call history or voice mail account of my phone.
  Cape and Coast stated that their Head of Maintenance attempted to call and left a voicemail the night of arrival, but again there is no record of that call or voicemail.
  During phone conversations with Ms. Braswell, while agitated, there was no foul language used.
  Cape and Coast maintains an office on the island in near proximity of the rental property and should be well versed in the instability of cell phone coverage in the area. With that in mind and with the knowledge of a dissatisfied customer at one of their rental properties they made no effort to contact them in person to alleviate the problem. At that point a face-to-face meeting fully explaining the problem could have gone a long way toward a meaningful agreement.
  In closing, I feel that Cape and Coast fell short of providing a reasonable service to both of their clients (property owner and guest). They have lost a potential renter for that property on an annual basis and will advise our friends and colleagues to avoid their services entirely.
  
  Sincerely,
  
  ****** *******