Complaints

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

• Initial Complaint

  Date:10/14/2024

  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.

  We purchased a vacation rental for our upcoming wedding through ******, never knowing we were giving this company our money as we had heard horrible things about ***** and Pinellas Vacation Rentals, LLC. Our wedding was canceled twice by the wedding planners and the venues, once due to Hurricane ****** and second due to Hurricane ******. This is supposed to be the happiest time of our lives, yet ***** and his greed have made this a terrible experience. We contacted the company via ****** chat asking about cancelation weeks ago, after Hurricane ******, and notified them that we needed to cancel as the first hurricane destroyed our wedding venue. We then found another wedding venue in **********, and shortly before ******, they canceled our venue. I contacted ****** and iTrip Clearwater requesting a refund as we can no longer have our wedding there. The Mayor of Clearwater requested that NO ONE travel here after ******. The city is under a state of emergency; businesses are closed, no grocery stores are stocked, and no gas stations have gas. Yet, they are holding on to their cancelation policy as if this were a foreseen circumstance. Please stay clear of this company and read all their reviews before booking, which I wish we had also done. It is just pitiful they are treating us this way due to all the hurricanes and circumstancespure greed. We would have if we could find somewhere to have our wedding there after all these storms. Several family members were coming into town, and every one of them received a refund on their short-term vacation rentals.

  Business Response

  Date: 10/15/2024

  There is a signed rental agreement in place that says no cancellations within 30 day of the arrival date.   There is nothing wrong with the property.      No refund is going to be given.   I"m sorry he canceled his trip but he was too late to cancel this condo.

   

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22413033
  
  I am rejecting this response because: We did not cancel our trip becuase we wanted to cancel our trip. We cancelled our trip because the Mayor of Clearwater asked that no one come to visit during this time. We cancelled our trip becuase Clearwater is not a place to be vacationing at the time due to hurricane damage. We cancelled our trip becuase our weeding venue(s) were destroyed by the hurricanes. We did not cancel our trip becuase we didnt want to come.
  
  Sincerely,
  
  ****** **********

  Business Response

  Date: 10/18/2024

  There will be no refund.   This matter is now closed.   

• Initial Complaint

  Date:06/19/2024

  Type:Service or Repair 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.

  To summarize our stay using VRBO and Itrip Clearwater, the air conditioning wasnt working consistently for two days in *************************************** constant contact with managers to have it resolved upon arrival. The condo was not clean at all. Food in the cracks of the couch, mirrors not wiped down, air return filled with dust, dirty baseboards and trim around doors, floors were absolutely disgusting!! We literally had to keep towels next to our beds to wipe them before we went to sleep. So unfortunately after a 16 hour drive we had to clean the place just to be able to make it somewhat comfortable. On the second day, a swarm of termites were on the property and left hundreds of wings and live bugs, all for us to be left to clean again. The managers did offer to clean again but they didnt clean it properly the first time. After three days of my husband being sick with respiratory issues and the rest of my family of six coming down with it, we realized the air ducts were covered in mold! I tried to arrange maybe moving or some other solution with the management company on the fourth day of our stay with no return phone call. We took it upon ourselves to have a mold professional have it checked for mold and he confirmed our suspicions. Only after relaying that information to management on our last day of vacation did I receive a call back. The only resolve from them was for us to leave on our last day and they would reimburse us one days stay. The damage was already done. They also told us they would refund the cleaning fee and we still havent seen that almost a month later. Big no from us!!!!After trying to contact this company with proof I was called a liar and extortionist. By the looks of the other reviews, this is just their way of handling business, calling everyone liars. They are extremely unprofessional with a disgusting face for rentals

  Business Response

  Date: 06/19/2024

  This person is a sad individual.   Very difficult to deal with.  Yelled at my employees.  Claimed there was mold in the bathroom.   There was no mold.   We did agree to refund the cleaning fee and that has been done. Although, I kinda wish I hadn't agreed to do that.  This person wanted a larger refund, but we did not agree to that.  Now, she is resorting to making up things in this complaint.

  We are not giving any more refund to this person. Furthermore, she is not welcome to stay in any of our properties in the future.   

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21870446
  
  I am rejecting this response because: you trying to bash me as a person is hilarious. You have my number, please call and tell me to my face. Your company is a joke! How many times can you call everyones complaints a lie?! I have pictures of every disgusting mold filled spot and a professional report to prove it! No problem not being welcome, I would never waste my time or money again! Everyone I know here and there in Pinellas County will know the caliber of business you run. Please call me!!

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

  Business Response

  Date: 06/21/2024

  We will not be refunded this person any more.  This matter is closed.  

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21870446
  
  I am rejecting this response because: The matter is not closed. Never once did I ask for any money. All I asked for was an apology while we were there and some resolve. You need a ****** in business management. Whoever is writing these, please call me. Next stop, Channel 8.
  
  Sincerely,
  
  **************

• Initial Complaint

  Date:03/01/2023

  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.

  I reserved a condo at ********** , ***** ***************************************************************, for 2/12-2/19 this year. I arrived to find this place in disrepair. There is chunks of plaster missing, paint is scraped up, stains in furniture, stained towels, the couch is both stained and dirty, refrigerator is pock-marked, dirt under couch cushions, on stove, table and sink in general, just very poorly maintained. Advertised as nostalgic, it is instead a shabby dump of a place.

  Business Response

  Date: 02/28/2023

  This Complaint is from our iTrip ********** territory. This needs to be removed from the main iTrip corporate page and added to the iTrip ********** page.

  Business Response

  Date: 02/28/2023

  Spoke to specific franchisee and he advised she will get her damage deposit back. He stated the property is an older complex, but is also priced as such. Said she didn't like the look of the place and demanded to be moved somewhere else, but they didn't have anything else available at that time.

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19393598
  
  I am rejecting this response because: I said I couldnt stay in the place because of the condition it was in, but would consider moving to another unit.  I was told nothing else was available.  Please refer to pictures of stains, dirt and ground in filth I found on arrival.  I have more, but was limited to 5 by this app.  I had the choice of staying in the dirt, or leaving. I left, later returned to find the unit was being rented to some other unsuspecting dupe during the time I had paid for.

  i will never again do business with ITrip.  I am thoroughly disgusted with your continuing to rent this hole out.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/02/2023

  We have already addressed this issue with the Guest.  We will not be giving out any refunds for the property.   Is the property older, yes it is.  And it is prices accordingly.  That is the property she rented.  There are guests in there now and ************.      

  We did return the guests damage deposit.    

  Customer Answer

  Date: 03/03/2023

   
  Complaint: 19393598
  
  I am rejecting this response because: it does not address the dirt and stains and rust and see-thru to the outside and other disrepair.  Also the fact that they rented it out during the time I had paid for after I left.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/06/2023

  We are not refunding ******************* anything.  This matter is closed.   

• Initial Complaint

  Date:02/02/2023

  Type:Service or Repair 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.

  Beware of this place.Stayed here for many years.Booked again last year at the end of April 2022.Hoping for a relaxing memorable trip like the previous years.Middle of the week condo was broken into.No sign of door or lock damage Without seeing any damage to the entry door or keypad lock.who else would have the code other than a Pinellas Vacation Rentals Employee. How did we notice that money disappeared. My Son left wallet in the bedroom drawer. First time they took $200. We noticed it but brushed it off maybe he lost it or misplaced things happen. Be 2 days later they came back and took another $300. Thats is when we called management. ************** She was no help always promised to call back with answers never did. We asked her for another room we can move into because we do not feel safe to stay in our unit. She said i can't help you. We were left to find a hotel on our own.Took maybe 3 email and 10 phone calls to get a hold of their horribly rude manager ************** After telling him what happed. He said this never happens. So we asked him to check the cameras. They are facing the unit door entrances. He rejected to show us cameras video and said they didn't work. But proceeded to say we are making this story up. That he is sorry we lost our monies. Even suggested not to rent again from them. So we had no choice but to file a police report. I was so upset that my son lost $500 of his hard-earned monies because this company has thieves on payroll. I am that type of person that never leaves reviews but i had to with Itrip. So be aware of this place when you book.

  Business Response

  Date: 02/02/2023

  I"m sorry that ***************** may have lost some money.   But I"m not sure why I am responsible for that.  I didn't take his money.

  This matter is closed.   

   

• Initial Complaint

  Date:01/03/2023

  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.

  We stayed at 403 Harborview Grande condo, Dec *****, booked through AirBnB, managed by iTrip Vacations. We paid $2791 + $174 insurance, total $2965. With all the issues that need attention, we feel we should receive 2 nights' refund. Maintenance came and looked at things, said they needed replacing, and that they contacted the owner, but nothing else was done. The fridge was leaking water when we got there. They shut off the water, so we had no ice. They said it needs replacing. The dryer doesn't work at all, wasn't replaced. We packed with the intention of washing and drying clothes. None of us had 7 days worth of clothes. They took forever to dry hanging up (a chore we weren't expecting). A quick trip to ****** or ********** could have brought in a new dryer. The toilet seats are broken/don't work properly. The exhaust fan in the small bath doesn't work, and in the master sounds like it's about to break after it runs for a minute. The master bath sliding door is messed up. The large soaking tub is great, but leaks the water out very quickly. The ceiling fan in the living room doesn't work (or the remote is broken). The front door definitely needs some attention (the gaps are huge). And this entire past week, the unit directly above us was doing remodeling work, making all kinds of loud noise (shouldn't be allowed during a holiday week). Needs better cleaning crew. The place would be great if it were given some attention. And the fact that other people have complained about the appliances two other times in the guest book, leads me to believe that the owner knows, and isn't fixing it. The host was uncaring, unhelpful, didn't offer an apology or refund. Would never book with iTrip Vacations. ***** needs customer service training. We only asked for dryer to be fixed. If we had broken any of their rules, we would have been charged money. But we have no recourse from them breaking their end of the contract/falsely advertising the property. Very unhappy for $400/night.

  Business Response

  Date: 01/04/2023

  I am very sorry that *************** was not happy with her stay.  But she is not due any refund.  The dryer works.  It just takes a little longer for the clothes to dry.  The comments from the Guest book that she copied even say that.  Those comments dont' say the dryer does not work.    And I'm not really sure how me hoping she had a safe trip home was " bad customer service " .   I actually remember you immediately replying back to that comment.   You were mad because I was not offering you money then.

  You complained to *********************** and they also saw that there was no reason to give any refund.

  This matter is closed.  

   

   

   

   

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18662220
  
  I am rejecting this response because:
  

  You are outright lying. Maintenance was notified of the problems. They came and checked out the appliances. The dryer would not come on at all. The maintenance guy can back that up. He said the dryer needed to be replaced, the fridge needed to be replaced, and the bathroom exhaust fans needed to be replaced. The living room fan needs a new remote. He couldn't fix any of them. He notified the owner, and said they had to wait for their approval to replace the appliances.  We never heard anything back. I never asked you for a refund. I said a business with good customer service would at least apologize for all the inconveniences, and great customer service would offer some sort of refund. If you had been at all understanding or helpful or apologetic, I wouldn't have escalated this. But since you, and maintenance, and the owners know that there are several issues with the unit, and you continue to rent it out, under false pretenses, something should be done to protect future guests. The pictures of the guest book were to prove that there have been ongoing issues with the appliances. By the time we got there, the dryer did not work at all, wouldn't come on. Check with your maintenance people, they'll confirm. 

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

  Business Response

  Date: 01/05/2023

  This is not a negotiation.  We are not refunding this person anything.  This matter is closed.