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:01/29/2025

  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.

  We reserved a property through ***************** ****************************************************************************************************** that pool heat would be an additional 360 + tax. This was not done through the app but an email to my personal email address. I thought it was a scam email and almost deleted it but then decided to reply. The listing showed twice that pool heat was included. I attempted to contact the rental company but they were unhelpful and uncaring. After requesting a phone call 3x they finally called only to be indignant and insisted on talking over me not listening and finally said I can pay or not have heat. They have pool heat listed 2x in the listing along with the microwave, washer, dryer etc. at no time during the purchase of the rental was there an opportunity to purchase heat for the pool or any indication it was extra. In looking back at the listing it's at the bottom, last sentence about it being extra even though it is listed in bold at the top 2x with all included amenities. Their business practices are not the norm and don't build confidence for a family traveling thousands of miles to go on vacation. I didn't feel safe staying at their rental and am afraid they'll try to extort more money from me for other included amenities.

  

  Business Response

  Date: 01/29/2025

  We are very sorry that you misunderstood the information displayed on the Vrbo platform. Vrbo is a third party that works with hundreds of thousands of vacation rental properties, they have to standardize things to work on a large scale like that. Unfortunately we do not have a great deal of control over how the information is presented on their site.

  They only allow management companies like us to push mandatory fees via the software integration to their platform such as cleaning fees and sales tax, optional fees such as early check-in, late check-out, BBQ grill rental, mid stay cleans and pool heat cannot but pushed to their platform due to technical reasons that we have no control over. If you take a look at the check-out cart of our website (**************************) that we do have control of, you will see pool heat can be chosen there in the check-out cart along with with other optional fees.

  Our properties are listed on **** via an integration with our reservation software provider. To show what amenities the properties have we have to check a box, we cannot explain the nuances of an optional fee via a check-box. So all we can do is add a line of text to the description to say that pool heat has to be added to the reservation which we do. This home does have a pool heater, so if we did not check that box guests might think they cannot get pool heat when they can.

  I can say with great confidence that pool heat being an optional fee guests to pay for is absolutely the norm for the vacation rental industry. As you can image homeowners incur a lot of cost to heat the pool. I know it is not practical to do so, but you could check ****** plus listings in the ******* area to try to book with someone else and find exactly the same policy. I have occasionally over the years seen individual homeowners offer free pool heat, typically in off season to try to attract a booking, but this is rare and not the norm.

  I'm not clear on the logic of not feeling safe because of an optional fee but please do not worry. We have been in business for 15 years, we have had over ****** families stay in our properties over that time. We have had thousands of reservations through **** and this is the first time we have heard of this being an issue. We will look into this to see if there is someway we can have them present the information better. We will also listen to the call recording to see how the agent you spoke to could have handled the call better. Thank you for your feedback.

  Customer Answer

  Date: 01/31/2025

  yes please see below in CAPS

  We are very sorry that you misunderstood the information displayed on the **** platform. Vrbo is a third party that works with hundreds of thousands of vacation rental properties, they have to standardize things to work on a large scale like that. Unfortunately we do not have a great deal of control over how the information is presented on their site. THIS IS EXACTLY THE OPPOSITE OF WHAT VRBO STATED. THEY STATE THE LISTING IS YOURS COMPLETLY AND THEY HAVE NO CONTROL OVER WHAT INFORMATION YOU PROVIDE.

  
  They only allow management companies like us to push mandatory fees via the software integration to their platform such as cleaning fees and sales tax, optional fees such as early check-in, late check-out, BBQ grill rental, mid stay cleans and pool heat cannot but pushed to their platform due to technical reasons that we have no control over. If you take a look at the check-out cart of our website (**************************) that we do have control of, you will see pool heat can be chosen there in the check-out cart along with with other optional fees. POOL HEAT WAS NOT AN OPTION WHILE CHECKING OUT OR ELSE IT WOULD HAVE BEEN PURCHASED. IT WAS LISTED TWO TIMES VERY CLEARLY ON THE *** SITE ALONG SIDE OF ALL THE OTHER INCLUDED AMENITIES. 

   

  
  Our properties are listed on **** via an integration with our reservation software provider. To show what amenities the properties have we have to check a box, we cannot explain the nuances of an optional fee via a check-box. So all we can do is add a line of text to the description to say that pool heat has to be added to the reservation which we do. This home does have a pool heater, so if we did not check that box guests might think they cannot get pool heat when they can. 

  THIS DOES NOT MAKE SENSE AS THE LISTING SHOWS IT TWO TIMES IN THE LARGE SECTION THAT SHOWS ALL THE INCLUDED AMENITIES. THERE IS TEXT IN SMALL WRITING AT THE BOTTOM LAST LINE OF THE LISTING PAGE THAT SHOWS POOL HEAT BEING EXTRA. NOW FINDING OUT THERE IS ACTUALLY NO WAY TO EVEN REQUEST IT WHILE MAKING THE RESERVATION.

  
  I can say with great confidence that pool heat being an optional fee guests to pay for is absolutely the norm for the vacation rental industry.

  THIS IS NOT TRUE. THIS IS ABOUT THE 20TH RESERVATION I HAVE MADE AND ITS  INCLUDED ABOUT 50 % OF THE TIME

  As you can image homeowners incur a lot of cost to heat the pool. EVERYTHING COSTS A LOT. THE ***** USES A LOT OF RESOURCES, AM I TO EXPECT I WILL NEED TO PAY MORE WHEN I GET THERE. THIS IS WHAT MAKES ME NOT FEEL SAFE BRINGING MY FAMILY THOUSANDS OF MILES TO A PLACE THAT IS MISLEADING AND LYING ON A LISTING, PLACING BLAME, NOT STANDING BEHIND COMMON SENSE. 

  I know it is not practical to do so, but you could check ****** plus listings in the ******* area to try to book with someone else and find exactly the same policy. FALSE STATEMENT

  I have occasionally over the years seen individual homeowners offer free pool heat, typically in off season to try to attract a booking, but this is rare and not the norm. IT IS ABOUT 50% OF THE TIME INCLUDED. 

  
  I'm not clear on the logic of not feeling safe because of an optional fee but please do not worry. TRUST MAKES PEOPLE FEEL SAFE. SMALL PRINT AND COMPANIES NOT STANDING BEHIND WHAT THEY SAY MAKES AN UNSAFE SITUATION .

  We have been in business for 15 years, we have had over ****** families stay in our properties over that time. We have had thousands of reservations through **** and this is the first time we have heard of this being an issue. We will look into this to see if there is someway we can have them present the information better. We will also listen to the call recording to see how the agent you spoke to could have handled the call better. Thank you for your feedback.

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22873943
  
  I am rejecting this response because:Date Sent: 1/31/2025 9:45:15 AM
  

  yes please see below in CAPS

  We are very sorry that you misunderstood the information displayed on the Vrbo platform. Vrbo is a third party that works with hundreds of thousands of vacation rental properties, they have to standardize things to work on a large scale like that. Unfortunately we do not have a great deal of control over how the information is presented on their site. THIS IS EXACTLY THE OPPOSITE OF WHAT VRBO STATED. THEY STATE THE LISTING IS YOURS COMPLETLY AND THEY HAVE NO CONTROL OVER WHAT INFORMATION YOU PROVIDE.

  
  They only allow management companies like us to push mandatory fees via the software integration to their platform such as cleaning fees and sales tax, optional fees such as early check-in, late check-out, BBQ grill rental, mid stay cleans and pool heat cannot but pushed to their platform due to technical reasons that we have no control over. If you take a look at the check-out cart of our website (**************************) that we do have control of, you will see pool heat can be chosen there in the check-out cart along with with other optional fees. POOL HEAT WAS NOT AN OPTION WHILE CHECKING OUT OR ELSE IT WOULD HAVE BEEN PURCHASED. IT WAS LISTED TWO TIMES VERY CLEARLY ON THE *** SITE ALONG SIDE OF ALL THE OTHER INCLUDED AMENITIES. 

   

  
  Our properties are listed on **** via an integration with our reservation software provider. To show what amenities the properties have we have to check a box, we cannot explain the nuances of an optional fee via a check-box. So all we can do is add a line of text to the description to say that pool heat has to be added to the reservation which we do. This home does have a pool heater, so if we did not check that box guests might think they cannot get pool heat when they can. 

  THIS DOES NOT MAKE SENSE AS THE LISTING SHOWS IT TWO TIMES IN THE LARGE SECTION THAT SHOWS ALL THE INCLUDED AMENITIES. THERE IS TEXT IN SMALL WRITING AT THE BOTTOM LAST LINE OF THE LISTING PAGE THAT SHOWS POOL HEAT BEING EXTRA. NOW FINDING OUT THERE IS ACTUALLY NO WAY TO EVEN REQUEST IT WHILE MAKING THE RESERVATION.

  
  I can say with great confidence that pool heat being an optional fee guests to pay for is absolutely the norm for the vacation rental industry.

  THIS IS NOT TRUE. THIS IS ABOUT THE 20TH RESERVATION I HAVE MADE AND ITS  INCLUDED ABOUT 50 % OF THE TIME

  As you can image homeowners incur a lot of cost to heat the pool. EVERYTHING COSTS A LOT. THE ***** USES A LOT OF RESOURCES, AM I TO EXPECT I WILL NEED TO PAY MORE WHEN I GET THERE. THIS IS WHAT MAKES ME NOT FEEL SAFE BRINGING MY FAMILY THOUSANDS OF MILES TO A PLACE THAT IS MISLEADING AND LYING ON A LISTING, PLACING BLAME, NOT STANDING BEHIND COMMON SENSE. 

  I know it is not practical to do so, but you could check ****** plus listings in the ******* area to try to book with someone else and find exactly the same policy. FALSE STATEMENT

  I have occasionally over the years seen individual homeowners offer free pool heat, typically in off season to try to attract a booking, but this is rare and not the norm. IT IS ABOUT 50% OF THE TIME INCLUDED. 

  
  I'm not clear on the logic of not feeling safe because of an optional fee but please do not worry. TRUST MAKES PEOPLE FEEL SAFE. SMALL PRINT AND COMPANIES NOT STANDING BEHIND WHAT THEY SAY MAKES AN UNSAFE SITUATION .

  We have been in business for 15 years, we have had over ****** families stay in our properties over that time. We have had thousands of reservations through **** and this is the first time we have heard of this being an issue. We will look into this to see if there is someway we can have them present the information better. We will also listen to the call recording to see how the agent you spoke to could have handled the call better. Thank you for your feedback.

  
  

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

  

  Business Response

  Date: 02/03/2025

  Hi,

  We do not have control over the design of the **** website, the only option we have is to check a box to indicate if the home has pool heat or not, and then the text description. So yes it is our listing in terms of choosing what pictures to upload and the text description, but we cannot control how the information is presented after that.

  I did not say pool heat was an option in the check-out on Vrbo, I was explaining on OUR website you can see it is an item in the check-out cart. If you would like to go to **** and try as many other pool homes as you wish you will see that none of them have the option of adding on pool heat to your reservation via Vrbo. As they do not support optional fees, if they did we would have them there. We reached out to our software partner that connects to Streamline and they confirmed that it is still the case optional fees are not possible with Vrbo. This is also the case for ******* I don't see any options to add on pool heat or any other option in the check-out process.

  In the ******* market management companies and owners offer optional fees such as BBQ rentals and pool heat. In other markets such as ********* they may offer ski or snow board rentals or mountain bike rentals in *******. If you imagine all of the possible optional fees across all of the hundreds of markets **** offers properties in the list would be hundreds of items long. I guess for this reason it is not manageable for them to offer optional fees on their platform.

  The icon / amenity list indicate that the home has a pool heater which it does.

  We will have to agree to disagree on pool heat being offered for free, if you take look at 50 random listings on Vrbo I do not believe 25 of them will offer free pool heat as you state, I would be surprised if you can find one amongst the 50. I'm not sure why you feel what we have said is a false statement. We don't want or expect you to waste your time checking lots of random listings, but if you still feel that strongly that we're not being truthful please feel free to check as many as you wish and then perhaps you will feel more comfortable knowing that there are many of thousands of pool home listings on Vrbo that are not able to offer pool heat in the check-out cart and do not offer free pool heat. You can also see that every listing is presented the same as no one listing on **** has control of their listing page design. For example many listings will have an icon for a hot tub, but the hot tubs cannot be used unless pool heat is paid for.  But this cannot be conveyed in an icon. I'm looking right now at several random listings I pulled up and under the poo/spa section they all have a bullet point that says "heated pool" then in the text description it states "Optional nightly pool heat fee". So it appears the other listings are just the same as ours as that's the only option we have until **** decide to add on optional fees in the future. It has been like this for many many years so I'm not sure if they will happen.

  Again we do apologize that the communication was not clearer, there was nothing intentional about it on our side, it's just the limitations of the platform.

   

   

  

  Business Response

  Date: 02/04/2025

  Good day,

  We have replied back to this request in the attached .pdf file and in addition have attached the signed rental agreement. 

  We are trying to do our best for clarity on this situation and the pool heating.  We have even offered to request if this can be comped

  and the guest declined this as an option.  The guest has since messaged us on VRBO to have the pool heating added and would like to pay for this. 

  The pool heating was quoted at $360.00 + Taxes which then would be in total $ 408.60

  We wait for your acknowledgment and response.  Best regards, Florida Vacation Homes - *****

   

• Initial Complaint

  Date:01/28/2025

  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.

  We are traveling with young kids who are too hard to watch I. The water park at reunion resort. We specifically asked the Florida Vacation Homes rental management to have the pool heated for when we com. For our family this is a very big deal its the main reason that they come. We would not have traveled here and stayed in this house had they not agreed to have the pool heated. We arrived The pool was 58 degrees. It was not broken We had a tech here who took pictures and said it was never turned on . They turned it on this morning and now the pool is about 65. We asked them to leave it It overnight so that the pool will at least be warm by tomororw midday (it could take ***** hrs). They refused to do so. And will have been in the house for at least two days without the pool actually being heated . Again we specified that this was the main reason we were coming and we never would have chosen this hosue if not for the use of the pool. We would like them Do not turn it off overnight especially until the pool has reached at at least 85 (was suppose to be 87 when we arrived).

  

  Business Response

  Date: 02/18/2025

  BBB Case Number: 22870981
  RVH_1082ER
  Booking: 259546
  CI: 01/27/2025
  CO:02/04/2025
  Guest: ****** *****
  
  Thank you for your email and your noted concerns you have described in your BBB report.
  We appreciate you letting us know of your issues as we would not want any of our guests to
  have concerns in the rental home and always will do our best to rectify. Our apologies for any concerns.
  
  Based on your reservation we can see you contacted our offices on January 28, 2025,to advise the pool is not heating.
  RVH_1082ER - Pool Heat Check             
  WORK ORDER ID: ********
  **********/27/25 04:47pm
  Based on the time of the call we sent out a tech the next morning
  01/28/25 11:36am  Louis|Pool heater was off at the Pool/Spa Switch. I turned it on and checked the system to make sure it's working properly and switched over from pool mode to spa mode.
  
  We then contacted our pool tech to confirm the pool was on and heating. The pool tech was on site January 29, 2025, at 1:58pm. He indicated that he set the running hours to 7:00am to 11:30pm as requested by you. The pool technician was back on site the next day and confirmed the pool heating was fully heating and the pool was at 86 and the spa at 103 when engaged.
  
  01/28/25 12:18pm  Nanyamka |Guest called stating the pool is still cold and the heater was not turned on and wants a refund.  2 night refund
  +++
  01/28/25 12:19pm  ***** |2 days pool heating refund - for pool heating on departure - was not on
  
  The booking reservation folio was noted for a 2-day pool heating refund in the amount of $ ****** for the 2 nights.
  
  We are sorry that you had to experience these issues as we would not want any guest to have a bad experience during their stay.  We value your business and hope that you will stay with us once again.
  
  Best regards,
  Florida Vacation Homes                                                                                                  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/22/2024

  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.

  Gates around swimming pool dont lock and non functional. Code violation. Missing fire alarms and another one went off ( called 911 ) fire department said its was caused by corroded terminals and poor maintenance. Low battery. Requested the pool to be heated and host said it was turned on 2 days ago but pool still freezing and host has been unreachable by ourselves and VRBO .

  

  Business Response

  Date: 01/11/2025

  Good Day,

  Thank you for this message.

  However, your Name / Email do not show in our system as a Guest that has stayed in any or our homes.

  Regards,

  - *****

• Initial Complaint

  Date:11/05/2024

  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 went to vacation at this house tr_531bmr and when we arrived some things in the house didn't work as advertised such as home movie theater and it was very dirt. We went to go to sleep and to my surprise I grabbed a pillow out of the star wars room in picture and it was covered in bed bugs. I was mortified they were unreachable as it was late at night and me and my family all left because bed bugs are a huge issue and we didn't want to bring them home. After hours of waiting for them they got back to us and said they would refund us but would be taking a cleaning fee and 1 night worth. We left after 6 hours and the house was dirty to begin with this company is un-trustworthy and very unaccommodating. It was a miserable experience and will forever effect me staying at any hotels or homes that are not mine. Bed bugs are a very very serious issue and this company told us they had the house treated and it would be ready 4 hours later. Who would want to stay in a house after they found bed bugs and it was sprayed with chemicals to get rid of them. It was ridiculous and the most unprofessional experience I ever had. We went and stayed at the sheraton off ****************** that night. We didn't sleep there they are con artists.

  

  Business Response

  Date: 11/11/2024

  TR_531BMR
  Booking: 235331
  CI: 10/20/2024
  CO: 10/21/2024
  Guest: ** *****
  
  Thank you for your email and your noted concerns you have described in your BBB report.
  We appreciate you letting us know of your issues as we would not want any of our guests to
  have concerns in the rental home and always will do our best to rectify. Our apologies for any concerns.
  
  When we were contacted about the concerns of reported bed bugs in the bunk bedroom, we sent out our certified pest control service immediately.Unfortunately, you called the office and left a voicemail in the general voicemail box. This was then heard the next morning.
  We then called you to get more information on the concern you had noted and advised of the necessary steps.
  
  The pest control company inspected the room of concern and reported they did not find any bed bugs in the bunk bed or any signs of bed bugs in this room. They inspected the bunk bed / mattress / and frame. They then inspected all the other beds and surroundings. They were only able to find bed bug nymphs on the pillow you noted found in the closet (which you put into the bathtub) as you indicated. This is very concerning to us as well as this home has never had reported bed bugs and or signs of this. As protocol we treated the room of concern for prevention and had a follow up completed.  No bed bugs were found further.

  WORK ORDER ID: ********
  **********/21/24 08:38am
  Reported: Caller states they have Bed bugs. They are leaving now and want their money back.
  Pest Control went same day
  INV: ******** - *************************************** -Bunk Bedroom - Inspection for reported bed bugs - Treated as a precaution based on guest noted concern.  - Invoice attached. 
  
  When you called and spoke with one of our ***** you noted everyone was sleeping when this happened. With that the home was used / slept in so we would then have to have the home cleaned and ready for the next guest. This is why we applied the refund to you less 1 night with applicable cleaning fee and taxes.  We apologize for this situation and have completed our processes as outlined and discussed. 
  
  The refund was processed to your cards on file ending in 9324 & 1779 on October 29, 2024 in the amount of $ ********; an automatic email was sent on this to you. You indicated to apply all funds to one card (1779), however we can only process a refund to the said card that was charged.  

• Initial Complaint

  Date:11/04/2024

  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.

  ~ Rented home 8/13/20-8/20/24 with many issues. House is not pristine vacation home advertised in ********************** shown on website *********** were unusable upon arrival. Pool filthy & algae growing around & in. ***orted condition to management who responded sending maintenance the following day. They cleaned/shocked pool & told us not to use pool for rest of day. ********** not usable 8/13 & 14 ~Adult attempted to turn on spa, received electrical shock! ***orted immediately. Issue addressed 6 DAYS later 8/19. Spa drained below jets, unusable for rest of stay. No update on the drained spa/electrical ~8 lounge chairs extremely moldy & torn. ***orted to office. *** took pictures of chairs. Outdoor games all unusable: Connect 4 no bar for pieces, basketball moldy & no bags/corn hole. Patio unusable entire stay ~1st Floor Master BR: Not ventilated; a wall of heat/entering. Fan worked, just circulated hot air. Never addressed ~ 1st Floor 1/2 Bath: 8/17 toilet overflowed, sewer water 2"deep. Sewer water in **************** room. Immediately contacted office to report. Maintenance came to clear toilet unsuccessfully. 1st Floor Master Bath: 1st floor master bath toilet had same problem. F**** & waste coming up shower drain & sinks. Plumber removed tree roots & 1 tampon from main line. We cleaned/sanitized area with products we purchased; no cleaning assistance offered.. Kitchen: Backed up water coming up kitchen ************* reeked of sewer gas. Blockage reported 3 TIMES before office agreed to send maintenance. Maintenance unable to fix, called plumber. We had 6 adults & 4 young children where we could not use the toilets/running water. Completely unsanitary, unhealthy & disgusting ~ 1st Floor Game/Movie Room: Arcade room flooded through adjoining *************** Carpet got wet with contaminated water making arcade room/movie room unusable. At checkout no-one addressed sewage water in arcade

  

  Business Response

  Date: 11/04/2024

  Hi ********,
  Please accept our sincerest apologies for the challenges you encountered during your stay. Our guests are our top priority, and were committed to creating a memorable experience for everyone. Unfortunately, Im unable to locate a reservation under your name, and the reservation number you provided does not match our system. Its possible that you stayed with a different property manager.
  Since the issue does not pertain to Magical Vacation Homes, we kindly request that the complaint be removed. Warm Wishes, MVH

  

  Business Response

  Date: 11/04/2024

  Good morning,
  Unfortunately, we have no record of the guests stay. The guest made her reservation with a different property manage and stayed in a property not managed by us. We kindly request that the complaint is removed as it does not pertain to our business. 
  Thank you so much! 

  Customer Answer

  Date: 11/04/2024

  Here is our reservation with Florida Vacation Homes.  As you can see we did stay at a home through Florida Vacation Homes August ***** 2024.

  Customer Answer

  Date: 11/04/2024

  This reservation is for FLORIDA VACATION HOMES not Magical Vacation Homes!  See attached reservation details!

  Customer Answer

  Date: 11/04/2024

  Attached please find our reservation with Florida Vacation Homes for August *****, 2024.  

  Customer Answer

  Date: 11/04/2024

  Here is our rental agreement with Florida Vacation Homes for August *****, 2024.

  Customer Answer

  Date: 11/04/2024

   Here is the rental agreement with Florida Vacation Homes for August *****, 2024.  We did not do business with Magical Vacation Homes.

  

  Business Response

  Date: 11/09/2024

  Good day ***** Family. 

  Thank you for your concerns noted to the BBB regarding your stay in RVH_1076ER. In reviewing the notes and work orders we can see all concerns reported were taken care of the same and or next day. The pool was found to have no concerns and no additional chemicals were needed during your stay. All pools are cleaned once weekly. (FVH)  - Pool is cleaned weekly once a week. Cleaning day for this pool is Wednesday. The pool was scheduled and serviced on August 14 and August 21. No *************** were needed, and no concerns were found with the pool
   (FVH)  -see photos attached on secondary file attached. - Pool Checked and Serviced as standard No issues found with any timers, breakers, controllers all working. You noted outdoor games and we cannot find any notes or reports on this during your stay.- this concern was not reported during the stay dates; therefore, not aware of so would not be able to check and or correct as necessary. There was no concern noted with the 1st floor master. The **** are controlled by the Guest in house and our analytics show the units fully cooling at 72 during your stay. For the pluming concern, this unfortunately is something that can happen. When reported on August 17, 2024 - 4 days after your arrival we can see you called on 08/17/24 09:49am and  08/17/24 09:59am and 08/17/24 10:01am. The service call was set and noted for each call made (3) within 11 minutes. - We sent our maintenance staff and they tried to clear the drain line. They were not able. We then sent our Plumber (08/17/2024 12:37pm) and they were on site same day in less than 1 hour.  The report and photos are attached. The plumber found the toilet full of wipes and pulled out of the main drains. There were tree roots, however the wipes caused a dam to be created thus no water flow. You previously sent a follow up email after our initial response and we then refunded your MC (0528) in the amount of $ 686.61.  Our apologies for the concerns and unfortunately like any home an occurrence can happen of which we took care of responsibly and swiftly for you. There were no further call / concerns noted after August 17th and your then Departure on August 20, 2024.  Respectfully, Florida Vacation Homes - *****.

  Customer Answer

  Date: 11/09/2024

   
  Complaint: 22502033
  
  I am rejecting this response because:

  1.  We didnt have baby wipes in the home so your plumber has given you incorrect information.

  2.  The thermostat in the home was locked/blocked and when we attempted to change it, it just went back to what it was set at. Doesnt address the 1st floor master EXTREME HEAT!

  3. The moldy outdoor furniture was not addressed. The person sent to look at the outdoor furniture also looked at the outdoor games & said he would add to his report.  The pool person did add addition chemicals when they came. I was outside while he was cleaning the pool.

  4. The refund you issued without contacting is ridiculous for the amount of issues we experienced with this home.

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

  

  Business Response

  Date: 11/11/2024

  See attached 

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22502033
  
  I am rejecting this response because:

  ~ We did not state the pool was green, we stated there was green algae growing on the tile of the pool. Pictures have been sent numerous times but we will send them again.
  
  
  ~ Your representative did not advise our family member to seek medical care and only stated to stay away from that area of the patio.  If everything was OK as you state with the *** and spa why way the water level lowered to below the jets making it unusable when your representative came 4 days later unannounced to check this issue?
  
  
  ~  No one ever offered to pressure wash the lounge chair cushions during our stay.  The representative that came just took pictures and agreed that they were extremely moldy both on the top and bottom of the cushions.  If was not just rain water on these cushions it was BLACK MOLD.  
  
  
  ~ The extreme heat in the downstairs bedroom was mentioned on one of our numerous calls.  Im not sure why it was not logged in the system.
  
  
  ~. Again the plumbing issue was caused by a tree root & tampon in the main drain to the house per your plumber.  NO WIPES were in the toilet and NO WIPES in the home.  Maybe a previous renter used wipes but we did not!   If you look closely at the pictures you can see it is toilet paper.  The plumber did not mention wipes when he was there working on this issue.  A family member was with the plumber the entire time he was there working and saw exactly what he pulled out of the drain.
  
  
  ~  No cleaners from ******** Vacation Homes or their representatives came to clean the mess from the plumbing issue or the carpet in the game room.  This is a flat out lie that they stated they came and cleaned!  We cleaned all the areas with our own cleaning supplies we purchased except for the carpet in the game room which was extremely wet.   The area of wetness in this room was approximately 8 x 5 not an 8 x 10 area.  It may have dried to that size by the time we left the property and they finally came to look at it.
  
  
  ~. This was a horrible experience and the home we rented was not the pristine home that they advertise on their website!    Nowhere did I state that we enjoyed the rest of our state in this nightmare of a home!  So please stop assuming!
  
  
  ~. They refunded us without our knowledge or acceptance of this amount.  This is not an acceptable amount for the major problems, health concerns and inconveniences we experienced in this home.
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 11/16/2024

  RVH_1076ER
  CI: 08/13/2024
  CO: 08/20/2024
  
  Thank you for your email and your noted concerns.
  We have acknowledged the concerns and have submitted photos of the concerns in the reservation folio.
  
  We have not stated anything about seeking medical assistance,our representative asked if you wanted to complete an incident report, which you declined. The timers on the wall turn on the pool lights, spa blower and spa heating. They would not affect the water level in the pool / spa. The pool system turns off at nighttime based on HOA guidelines. If the spa is used and the timer for the equipment goes off, the spa could drain the next morning until the valves reengage and the pool water levels balance out.  We had no calls for the spa level during your stay.
  
  The pool patio cushions are outside and when in rainy season,as you were, they can get dirty faster. We asked if you wanted them to be pressure washed during your stay and declined this to be done. Photos are attached showing clean cushions and some mildew on the underside edges. We have since been out and have had the cushions pressure washed and cleaned. One of our techs **** was on site August 14, 2024, at 1:42pm to review the lounge chairs.
  
  The pool was confirmed clean and had no issues. The pool water is cleaned and tested weekly. The pool was serviced as scheduled during your stay on August 14 and August 21st. We are not aware of any issues with the spa as you are noting and. You are noting someone was there 4 days later? There were no extra pool cleanings during your stay. No photos as of today have been received.  On August 13, 2024, at 7:38pm you indicated the spa was cold. We noted you had not paid for pool/spa heating and why this would not be heated.  We were not asked to turn on the pool heating. The pool was then cleaned /serviced the next scheduled day.  Below is the photo you sent to show the pool as referenced.  You can see some leaves in the pool. There was a lot of rain the 2 days before you arrived that could cause this: leaves to fall into a non-caged pool. The water level is very high which is indicative of the rains and outdoor wet cushions. Photos previously sent from pool cleaners on service dates.
  
  The HVAC in the house was fully operational for all 3 units. The attached analytics showing the temperatures in the home were consistent during your entire stay. The Temperatures can be lowered to 72. The units were set at 74 for your stay and controlled inside the property.
  
  For the plumbing concern, which unfortunately occurred, was handled immediately and sorted in less than a few hours. The plumbers report noted the concerns. This is not our employee but a 3rd party vendor.They cleaned the drains and sent photos of their process. Our cleaners were sent to the home after the plumber was out and cleaned the areas of concerns. The plumber noted the wipes and roots. However, the wipes caused the dam to not allow water to flow freely.
  
  You arrived on August 13, 2024 and reported the concern on the plumbing on August 17, 2024. This was completed the same day within hours.
  There were no further calls after this date for any other concerns in the home.
  
  Respectfully, we had not heard back regarding any further concerns for the remainder of your stay. 
  
  In reviewing your email sent to Guest Relations we then reviewed your booking / concerns noted and resolutions of each concern.
  
  We refunded you 1 day and fees for the concerns noted during your stay.
  
  Respectfully submitted
  Florida Vacation Homes.
  

• Initial Complaint

  Date:10/09/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Paid for this home back in early August 2024 for a family trip to ******* for my son's 9th Birthday. Our check in was supposed to be on the 9th of October. Unfortunately, 6 days before our trip, we found out about Hurricane ****** and that it is most definitely going to hit *******. Our flights got canceled and our ****** tickets got canceled as well as the *************** and all parks are closed as of 9th October 2024.I asked for a refund or a stay of the dates as we really do intend on returning. Howevrer, this was denied and we were sent a screenshot of the policy of Florida Vacation Homes that state there are no refunds due to hurricanes. ****** was kind enough to give free changes to the dates of our tickets and so did other vendors that we had bought services ******* issue here is that when speaking to them on the phone , it is clear that while they have a policy that they seemed willing to consider the request. At the time i was not sure if this was just for show but now realize it was.While I respect the agreement there are a few things I have issue with. -Upon finalizing the booking it should be made abundantly clear that any act of nature does not entitle you to a refund.-Secondly, due to the intensity of this hurricane, it is clear that the house is going to remain unoccupied for this period I booked. Therefore, it is not as if I have denied them the ability to rebook as ******* is under hurricane warning. To summarize , it is my strong opinion that they could have offered even a partial refund(adjusted for admin fees etc), or a stay of dates(subject to availability). Note that via email I offered these as options). This is good customer service. But alas, this was a cheap shot by this company to just take someone's money in return for absolutely nothing.I wish I had come on here sooner to save myself $4500 of my hard earned money. Imagine ****** would understand and give the option to change dates but a small rental company wouldnt

  

  Business Response

  Date: 10/09/2024

  Good day

  Thank you for your BBB concern.

  Unfortunately we are in a state that may encounter a hurricane. This is noted in the signed rental agreement

  and we suggest to get travel insurance during this time of year.  When you reached out to us we advised that we

  cannot refund and will allow a booking date change based on availability in the current home you reserved on August 12, 2024.

  In reviewing the booking I can see we offered new dates if able and you have selected new dates.

  We can see your new requested dates are confirmed and you are set for October 11 - 16, 2024.

  Best regards,

  - *****

   

  Customer Answer

  Date: 10/10/2024

   
  Complaint: 22400086
  
  I am rejecting this response because:

  As per my emails attached we asked for one of two things.

  - a refund minus your admin fees

  - a stay of dates for 180 days, subject to property availability and I also noted that if there was a difference in rental rate at the time of rebooking that we would pay the difference. 

  We are not putting you out of pocket because simply put, no one is coming to stay in this property for our original dates with a hurricane incoming. Since being told we are NOT going to be refunded and no consideration will be made at all, we have tried multiple ways to salvage this but alas it is simply not possible to get into ******* and all our other events and park tickets for Friday and Saturday have either offered to refund or rebook at a later date as they have some empathy and understanding. 

  This is just a money grab and we have offered two very fair choices where you can respect your customer and where we are not putting you at any financial loss.

  It's an easy way to make a quick ***** We are asking for some genuine consideration here and not to just keep referring to a policy. Policies have been broken by much bigger companies than yours in an effort to promote good customer service. 

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

  

  Business Response

  Date: 10/14/2024

  Good day
  Thank you for your BBB concern.
  Unfortunately we are in a state that may encounter a hurricane.

  When you reached out to us we advised that we cannot refund and will allow a booking date change based on availability in the current home you reserved on August 12, 2024.
  In reviewing the booking I can see we advised of your concern and replied back to change your dates

   - - - 

  Re: Res ** ******- RVH_354ER Radiant Luxury

    ********************************

   Okay we will be arriving on Friday morning.

  We offered to allow a Change of Dates and you selected to change your dates from October 9 - 14, 2024 to the new dates of October 11 - 16, 2024

  I cannot find any email asking for anything different from what you have noted. 

  Best regards,
  - *****

  
  

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22400086
  
  I am rejecting this response because:

   

  At no point have I asked or stated that I would be changing dates from 11th-16th October. Kindly provide evidence of this request.

  This is a fabrication being made up by yourself and your company. Also please provide any proof that we have stayed, arrived, checked in etc at your property. Your property was 100% unused by us and as such what we are asking/offering is extremely fair.

  To repeat this:

  1) A stay of dates for 180 days subject to availability. If there is a fee difference at the time of booking it will be for our account

  OR

  2) A refund minus your administrative fees(as seeing that the house was not occupied, you had no guest related expenses such as housekeeping, pool heat, water, power etc)

  How is it that airlines and the parks can offer #1 without issue when the same thing you are stating applies. Stop hiding behind "This is a hurricane state" as a way to legitimately take people's money. Note that the airlines actually offered 12 months and not 6 months. ****** offered to change the ticket dates to any time we want. And yet all we are asking for is 6 months. 

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

  

  Business Response

  Date: 10/28/2024

  Good day ******* Family,
  Thank you for your reply to the BBB
  On October 8, 2024 you replied back to our offices that you would be arriving on Friday, this would have then been Friday, October 11, 2024.
  We amended your booking from October 9 - 14 to October 11 - ****************** your email.
  These are the new dates that you selected on October 8, 2024 at 5:43pm from email ************************ - Your Email is Attached. 
  We did not say you stayed or implied this, we noted.
  The guest keeps noting about not being able to change dates. We said YES dates can be changed as long as in the same home within 6 months of the check in date and subject to availability and price may be adjusted. 
  
  Below are the transcripts in the reservation.
  
  10/05/24 10:20am ********* Hi there, Is it possible to arrange check in for 3pm instead? ******
  
  10/05/24 10:26am ********* Hello, Res ** ****** Will be checking in at 3pm
  
  10/06/24 11:57am ****** email from guest Hi there i just got a message from my airline. It appears that our flights may be canceled due to the Hurricane.
  Is this reservation refundable in this case ? ******
  
  10/06/24 11:58am ****** Good Morning ******, I am sorry for the inconvenience, Our cancellation policy states there are no refunds for hurricanes. 
  We will have a better understanding on Monday, October 7, 2024. Kind regards, ******
  
  10/06/24 12:28pm ********* Noted. What about changing the dates to a future date? ******
  
  10/07/24 12:13pm Daisy   Guest called super frustrated that she will not be able to make it. She wants to change her dates for next year because she cannot push it for later in October. Stated she will write a bad review.
  
  10/08/24 05:43pm Shelly  email from the guest Okay we will be arriving on Friday morning. ******
  
  10/09/24 08:39am Stephanie   Hello, Please note RVH_354ER- it is now arriving on the 11th checking out the 16th .
  Res #****** *******************, Best Regards, *********

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22400086
  
  I am rejecting this response because:

  Can you provide any proof (whether by voice or email) where we were given the option of choosing dates over the next 6 months?

  Your phone operator said we would need to rebook within the month of October, which we said wasn't possible(this was via phone call). Please feel free to double check this.

  I am happily requesting you provide audio of that phone call so that we can get to the bottom of this. Either way, it seems like you all are happy playing a cat and mouse game.

  It is evident we NEVER stayed at your property, yet you continue to insist that we are not going to be compensated in any way and that you are taking all of our monies.

  No future dates and no money back. At least have the decency to offer something back, even if not the full amount. This is me trying to negotiate and showing that I am willing to put an end to this silly charade.

  There has been no negotiation from your side. In the end, if this is your business morale it will not end well. At some point this will fail. 

  If you decide not to refund any part of the money or offer some dates in the future then all I can say is that I hope that the $4511.40 makes you guys really happy. If this is the case my next step is to reach out to reunion resort directly and inform them that a third party service is being quite inconsiderate, as well as leave a review on their site that specifically lists your business as one not to deal with ,and to inform future vacationers to make sure to book through Reunion Resort only. 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 11/11/2024

  Good day *******
  
  Thank you for your response regarding your recent booking concerns.
  Your Original dates were from October 9 14, 2024.
  We sent an email on October 7, 2024, with your request for a date change of 180 days out; which we said we would check.
  You then replied on October 8, 2024, that you would be arriving on October *******.
   - these are attached  
  With that we would not be asking for new dates to extend out further as you stated you were coming in. 

  The same offer was provided to you as in all other guests that were not able to make the trip.

  We allowed for the booking to be extended for a period of 6 months, in the same property from original date of booking.

  You would be able to rebook up to May 1, 2025.
  
  The rental agreement states the hurricane / weather policy, and you accepted this.
  We offered to extend the dates as noted as a courtesy, which you reset.
  Therefore,we would at this time not be noting to change any dates out.
  
  Let us know what dates to update to as noted.
  
  Respectfully,
  Florida Vacation Homes *****

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22400086
  
  Good day *****,

  Can you confirm if you are offering rebooking for this property(subject to availability) up until May 1st 2025?

  It was not clear in the last message.

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

  

  Business Response

  Date: 11/16/2024

  RVH_354ER
  Booking:247981
  CI:10/11/2024
  CO:10/16/2024
  
  Good day *******
  Thank you for your response regarding your recent booking concerns.
  Please refer to our previous response: 
  You would be able to rebook up to May 1, 2025. 
  This would have to be in the same property RVH_354ER and subject to availability and rates. 
  Your booking currently was booked using Mid & Low Season rates. Based on selected dates there may be a price increase.
  Regards,
  - *****

  Customer Answer

  Date: 11/18/2024

   
  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. Can you kindly ask the business to reach out to me via email so that we can continue talks. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:08/31/2024

  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.

  Reservation made on July 15, 2024. We paid $2,474.49 to stay at the rental home from August 12 and checking out on August 16, 2024. The rental property address is ************************************************************************. We booked this home based on the online profile which included a room with a TV with an X-box and Playstation. There was another TV in the family room. In addition, there was an arcade game upstairs and an air hockey game. The projection screen in the arcade room only worked if an unmarked dimmer switch on the wall, located with other light switches was placed in a certain direction. The projection screen in the family only worked if a switch behind a locked closet (we were not provided a key to this closet), was swtiched on. The upstairs arcade and air hockey games did not function. In addition to the projection screens, three other TVs sets did not operate. We checked into the residence on Monday. On Tuesday, we reported the issues regarding the projection screens. On Wednesday, a repairman from Florida Vacation Homes rang (Rental) the doorbell. He showed us the light switch to activate the arcade room projection screen. He also opened the locked closet and turned the switch on so the family room TV turned on. The repairman noted the wiring and switch for the projection screens were not something we would know how to do, that he was at the house many times and asked not to be sent to the house anymore, because it was wired improperly. While he was at the residence, we mentioned the three other TVs not working. He noted there were existing work orders to replace the 3 other inoperable TVs. We also mentioned the upstairs arcade game and air hockey. For that, there was nothing he could do. On Thursday, the wi-fi stopped working and stayed out until we left. I called the ************** on Thursday and was advised to submit a complaint via email. A complaint was filed on Friday via email. The email exchange is attached for reference.

  

  Business Response

  Date: 09/18/2024

  Booking:  245533

  CI: 08/12/2024

  CO: 08/16/2024

  Guest: ******* **********

  
  
  

  The Guest arrived on August 12, 2024, the property was inspected on August 9, 2024.

  All functions were operating and functioning properly. The pool is cleaned twice weekly for this home.

  The pool was cleaned on August 12 and August 16, 2024 - photos attached.

  There were no service call requests for the non-caged pool, if called we could have assisted the guest as they noted they  cleaned.

  
  
  

  The only service call request made was for the Theatre. The notes for this are noted and information related. 
  Attached is a photo of the Theatre Room for the Pre-Arrival showing all is on and working.

  When the tech arrived on August 14, 2024 all the wires were found disconnected and the XBox was hooked up to the

  projector / projection screen. The wiring was corrected and all functioning well on the departure of the maintenance technician. 

   - photo attached from maintenance tech showing operational. 

  
  
  

  RVH_092ER - Theatre Check

  WORK ORDER ID: ********

  Created:08/13/24 09:27am

  Reported: Guest advised the projector is not connecting to anything
  08/14/24 12:06pm - Louis ******* theater is working, also showed guest how to operate the living room projector

  Advised the controls are in closet and all is controlled by the Remote the has sensors to the room. There is no

  need to access the room as an owner's closet and if there are any concerns to call and we can come back.

  The guest advised there were televisions not working on the 2nd floor. I showed the guest all the televisions work.

  However, they are not smart televisions and you have to use cable for the childrens rooms. 

  
  
  

  There were no other items reported during the guest stay whilst they were in the home as noted. All calls are noted

  and work orders are made for any situation noted in any home. 

  
  
  

  Respectfully, Florida Vacation Homes

  - *****

  
  
  

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22224660
  
  I am rejecting this response because continues to ignore critical information about the reported deficiencies of the property or, in some cases, is factually inaccurate and is now contradicting their own response to us when we filed complaints during and right after the stay. The property contained many deficiencies and was nowhere near what was promised by ***'s advertisement of the amenities within this rental property.  We did not rent the property as advertised or receive the benefit of the bargain; rather, we received a house severely deficient when compared to what was offered and advertised.  Please see the attach document responding in blue font to each FVH statement made by FVH to you.  See also additional attachments referenced in the first attachment, which again is a response to FVH's response to you.  

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

  

  Business Response

  Date: 10/01/2024

  Good day 
  
  RVH_092ER
  *******************
  Booking: 245533
  CI: 08/12/2024
  *** 08/16/2024
  Guest: ******* **********
  
  Thank you for your reply. 
  The pool photos sent are the same for same for the home / property you were in named as RVH_092ER - Here is a Link showing the same pool for the photos submitted provided by our pool cleaners.
  
  Our photos sent, the photos on the website clearly show this is the correct pool and not another pool in the resort, only this pool. The photos sent to the BBB are the correct pool.
  
  **** in error whilst communicating to the guest sent incorrect photos - Therefore the photos submitted to the BBB and the pool showing being clean stand as this is the pool and this was serviced accordingly. Our apologies for this.
  
  *************************************************
  
  Our techs would not say they no longer want to work at any home and not assist any guests.  The Pre-arrival photos show the Theatre Room fully operational. The photos sent from the tech show the theatre room also on and working.
  
  ***** did note when he arrived that a young man had taken all the wires out so he can hook up the gaming station to the large screen and in doing so stopped the functionality of the projector and its intended purposes. 
  
  08/13/24 09:26am | Nanyamka |Guest advised the projector is not connecting to anything.
  
  WORK ORDER ID: ********
  ********* - Theatre Check
  Created:08/13/24 09:27am
  Reported: Guest advised the projector is not connecting to anything
  08/14/24 12:07pm | ***** | also showed guest how to operate the living room projector
  08/14/24 12:06pm | ***** | theater is working
  
  08/13/24 03:05pm | ***** | Welcome Visit- Kids answered door; Asked if parent was around they said in shower so i gave them card to give to parent
  08/15/24 02:40pm | ******** |Guest called requesting management to discuss his concerns. Informed the guest to send email.
  
  The guest departed on August 16, 2024,and yes, **** responded on August 17, 2024 the next day as indicated by the BBB complaint. **** acknowledged the guest and did not ignore the concerns noted. 
  
  All the item reported to our offices via phone / email were taken care of. The guest fully utilized the home and its facilities including the pool. This would not warrant a refund as the reported items were resolved and found operational.
  
  Respectfully
  Florida Vacation Homes
  - *****.
  

  

  Business Response

  Date: 10/02/2024

  Date Sent: 10/1/2024 4:29:01 PM
  Good day 
  
  RVH_092ER
  *******************
  Booking: 245533
  CI: 08/12/2024
  CO: 08/16/2024
  Guest: ******* **********
  
  Thank you for your reply. 
  The pool photos sent are the same for same for the home / property you were in named as RVH_092ER - Here is a Link showing the same pool for the photos submitted provided by our pool cleaners.
  
  Our photos sent, the photos on the website clearly show this is the correct pool and not another pool in the resort, only this pool. The photos sent to the BBB are the correct pool.
  
  **** in error whilst communicating to the guest sent incorrect photos - Therefore the photos submitted to the BBB and the pool showing being clean stand as this is the pool and this was serviced accordingly. Our apologies for this.
  
  *************************************************
  
  Our techs would not say they no longer want to work at any home and not assist any guests.  The Pre-arrival photos show the Theatre Room fully operational. The photos sent from the tech show the theatre room also on and working.
  
  ***** did note when he arrived that a young man had taken all the wires out so he can hook up the gaming station to the large screen and in doing so stopped the functionality of the projector and its intended purposes. 
  
  08/13/24 09:26am * Nanyamka * Guest advised the projector is not connecting to anything.
  
  WORK ORDER ID: ********
  RVH_092ER - Theatre Check
  Created:08/13/24 09:27am
  Reported: Guest advised the projector is not connecting to anything
  08/14/24 12:07pm * ***** * also showed guest how to operate the living room projector
  08/14/24 12:06pm * Louis * theater is working
  
  08/13/24 03:05pm * Amber * Welcome Visit- Kids answered door; Asked if parent was around they said in shower so i gave them card to give to parent
  08/15/24 02:40pm * Nanyamka * Guest called requesting management to discuss his concerns. Informed the guest to send email.
  
  The guest departed on August 16, 2024, and yes, **** responded on August 17, 2024 the next day as indicated by the BBB complaint. **** acknowledged the guest and did not ignore the concerns noted. 
  
  All the item reported to our offices via phone / email were taken care of. The guest fully utilized the home and its facilities including the pool. This would not warrant a refund as the reported items were resolved and found operational.
  
  Respectfully
  Florida Vacation Homes
  - *****.

• Initial Complaint

  Date:07/27/2024

  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.

  Date of transaction from Monday July 25th through Thursday July 25th. Issue wa upon arriving the toilet would not flush ir has low water pressure I was unaware the toilet would not flush pooped and was stuck with a broken toilet with p*** sitting in it from Monday July 22nd to Wednesday July 24th. I was inforned someone would be out to fix tge toilet Tuesday 23rd, was told someone came out and the toilet was working fine. I informed the ***resentative that tge toilet still has p*** in it and will not flush as well as my sign is still on the door **** has "broken toilet" taped on the bathroom door. So while the *** contnued to go back abd forth with me this is the second day p*** sat in the broken toilet . Now tgere is a horrible odor on the main floor from the p*** sitting. I wa then informed that the wrong instructions were given to the maintenance man regarding which toilet was broken which i found to be untrue because the ***. ******** me in the system the maintenance man went to the bathroom near the gameroom, which would be correct if he really came out to the house. I informed the ***. the maintenance man came to the wrong house she proceeded to say " that is a possibility ". I asked her as a result could they send someone out that evening I was informed no they will be out the next day which would be Wednesday July 24th, the day before my family leaves. Finally the maintenance man found the right house came out Wed. 24th also a pool vendor came out The pool looked the same. If you look on other websites you will see the pictures of the pool. Upon arrival the pool was green cloudy with debris unusable I tried to upload pictures this page kept giving me an error message. The TV in the master bedroom you could only get one station. I was informed this ticket was submitted by the inspector. Could not enjoy the game room was hot very uncomfortable there wasxa mobile air conditioner that did not do much.

  

  Business Response

  Date: 08/24/2024

  SR_9005BR
  ******************
  Booking: 243693
  CI: 07/22/2024
  CO: 07/25/2024
  Guest: ***************************
  
  Thank you for your message and your noted concerns you have described in your posting.
  We appreciate you letting us know of your issues as we would not want any of our guests to
  have concerns in the rental home and not have been addressed.
  
  We have reviewed the work orders created during your stay and see that all were sorted
  during the allotted time regarding the maintenance concerns. Unfortunately items can fail
  due to mechanical problems and we will do our best to get sorted.
  
  Our apologies for the pool and concern reported.
  For this we had refunded your card ending in 3304 a 1 day full refund.
  
  Respectfully
  Florida Vacation Homes
  -  *****  
  
  SR_905BR - Pool Check
  Create: 07/22/24 4:54pm
  Reported: Guest advised the pool is green and cloudy.
   - Sent pool tech - Valve failed on spa not allowing water to circulate, this was corrected July 23, 2024
  
  SR_905BR - Toilet Check
  Created: 07/22/24 05:11pm
  Reported:  Guest states the toilet in  the1st floor to the left as soon as you walk in is running
  07/22/24 - 12:43pm - ****** - Checked toilets and found none running; all working.
  07/23/24 - 05:23pm - ********* - Guest now states that is the bathroom next to the game room that is not flushing
  07/24/24 - 03:48pm - ****** - Snake was used on toilet and toilet is now free to flush; guest using wipes and clogged
  
  SR_905BR - Bathroom door locked
  Created: 07/23/24 10:28am
  Reported: master bathroom ensuite to the master bedroom up stairs , the bathroom door is locked

• Initial Complaint

  Date:06/05/2024

  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.

  Due to character limits. I could further elaborate. I do have videos and pictures. I wish I can upload the videos. In short, which I'd love to further elaborate: Overall the problems we had were: clogged sinks in multiple rooms, tv not working, internet not working downstairs room, weak internet downstairs and practically no internet upstairs (I can't send image proof of that), fans/lights in the rooms with bunk beds not working, and the big rooms upstairs towards the front of the house right room lights werent working, pool was hazy/foggy (it looks like chemicals/milky/cloudy in the pool), a blind fell off, TV not working in the living room, the ceiling fan on med/high speed made huge clanking noises, and lastly, ANTS(I have videos, can't upload)! Later found full trash from previous party full of maggots. The only thing we heard fix because some of my family was in the house were unclogged sinks, fixed blind, and gave batteries for remotes. of the $2000 charge, $1000 were to fees. Of the fees $400 was cleaning. The house was not necessarily clean i.e. the dirty/cloudy pool, maggots, ants. On top of A/C turned off on us the last night of our stay. Upon checkout your representative ********* gave the excuse that Ant's are normal in Florida and can't help because ants are considered wildlife, and a supposed clause (To my attorney is not considered wildlife). She offered to see if they called pest control FOR FUTURE Guest, but it doesn't help our ended stay.

  

  Business Response

  Date: 07/02/2024

  Good day ******** Family,
  
  Thank you for your report sent via BBB.
  Our apologies for the any concern / situation you encountered during your stay.
  In reviewing the notes and work orders created, we can see all or your reported issues
  were handled the same day based on the calls.
  
  
  The WiFi was found fully operational - speed test is attached. 
  The Fans / Lights were all checked and sorted - battery update and or remote was not synced to a fan 
  - this is mechanical in nature and can happen at times. 
  The pool was cleaned on May 14, 21 & 28, 2024 - before your arrival.
  The pool tech was also out to check and found no issues with the swimming pool 
  The sinks all work and the drains are functional - there are no arms to to pull for the drain 
  -  These are push drains to open up for draining; all were found operational. 
  The blind was noted that this fell during your operation, we hooked this back up on the rail for you.
  The ants reported were sent to the *** and were serviced the same day - report is attached.
  ********* is accurate as we cannot control ants / pests in this tropical climate. The homes are treated
  quarterly and as often as needed upon request. Ghost ants were found and treated on the perimeter. 
  The property was booked online and all fees, rental rates and taxes are clearly noted before accepting the booking.
  Our apologies for any cleaning concerns, if you had let us know, we could have sent the cleaners back for you. 
  
  
  In consideration for your concerns noted, we have refunded 50% of the cleaning fee in the amount of $340.00
  Respectfully
  - Florida Vacation Homes
  - *****

  Customer Answer

  Date: 07/08/2024

   
  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 will note to the business that it's less transparent practices. I tried staying on site as much as I could to point out the problems. However the day following arrival, we had an obligation meeting. But it's hard to plan to be in the property when the person on the telephone tells me (on the night of arrival; the night prior; Wed) that someone will be there the following day. BUT after emailing you all, the reply email on Thurs, the following day, states TRY to be on property within 24hours. FURTHERMORE both the representative on the phone and the email felt "pushy" that we don't have to be on property. Had I known it wasn't going to be addressed, and that you state we should have contacted again (which we did), I would have just stayed and micromanaged the problems. Which one of my other complaints was the A/C was turned off on us the night before our departure. I emailed you all that evening, and no one replied nor addressed that. Now I/we know if we even decide to use your property again, we shall see.

  But it was a bad first impression on the business part. But as far as the "offer" we'll accept. My question, how do we get confirmation that the refund is processed?
  

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

  Customer Answer

  Date: 07/25/2024

  The business replied, offering to refund $340 from the problems I had from my stay. Checking on my statements, I never received the refund. How do we proceed with getting this done?

  Customer Answer

  Date: 07/29/2024

  Date Sent: 7/25/2024 11:34:56 PM
  The business replied, offering to refund $340 from the problems I had from my stay. Checking on my statements, I never received the refund. How do we proceed with getting this done?

  

  Business Response

  Date: 08/24/2024

  RVH_1018ER
  *********************
  Booking: 238404
  CI: 05/15/2024
  CO: 05/19/2024
  Guest: ***** ********
  
  
  Thank you for your email and your noted concerns you have described in your email.
  We appreciate you letting us know of your issues as we would not want any of our guests to
  have concerns in the rental home and not have been addressed. 
  
  We can see you stayed in May of 2024 and have posted this concern on BBB just recently. 
  We have reviewed the work orders created during your stay and see that all were sorted
  during the allotted time regarding the maintenance concerns. Unfortunately items can fail
  due to mechanical problems and we will do our best to get sorted. 
  
  All of the items you reported on your day of arrival were all taken care of. Some were mechanical
  and or user error for the televisions and wifi. We had no further calls during the remainder of your stay.
  The pool is cleaned once weekly  - during your stay was cleaned / serviced on May 14th and May 21st.
  You are noting cleaning concerns and the ***** these items you reported whilst in our office on your day of departure.
  Unfortunately you had not called us about the **** and or any concerns as we could have helped you. 
  We have checked the **** and guest before and after you and found no concerns with this.
  Noting the **** goes to 72 as the lowest set point and is fully operational.
  
  
  Regards,
  Florida Vacation Homes. 
  
  
  RVH_1018ER - Wifi Check
  Created:05/16/24 11:55am
  Reported : Guest stated The house has a weak internet signal and when connected to the WiFi it says 
  unstable/weak connection on our devices. Nothing is loading on our devices nor on the TVs.  Downstairs bedroom 
  Tv not connected and cannot access YouTube
  05/16/24  - 08:26pm -  ******* - When I arrived WiFi was working properly, found no issue
  
  RVH_1018ER - Pest Control
  Created:05/16/24 11:58am
  Reported: There are ants in the kitchen counters > Ants in bathroom
  HOA Pest Control went and serviced the same day, HOA treated your noted areas of concern and we no further calls during your stay.
  
  RVH_1018ER - Pool Check - set
  Created:05/16/24 12:03pm
  Reported: The pool is hazy not clear, we noticed the hose was in pool with water on
  05/16/24 - 08:51pm - Wilvert - Pool Check: - Water looks ok and very high from rain - Pool pump is running - Found no issues
  
  RVH_1018ER - Blinds Check
  Created:05/16/24 12:07pm
  Reported: email The Blind fell when opening ; Patio door slat
  05/16/24 - 08:29pm - Wilvert - Living room: - Installed (1) blind slat back up
  
  RVH_1018ER - Fan/ Light Check
  Created:05/16/24 12:14pm
  Reported: Also the fan in the main living room makes a loud clicking noise when on. Bedroom two > Fan and light not working.  
  Bedroom with the star wars 4 beds > Lights/fan not working. Bedroom with the bunk bed > Lights/fan not working
  05/16/24 - 08:35pm - ******* - Downstairs living room ceiling fan: - Replaced the batteries remote and fan working - Could not replicate any noise from this fan
  Upstairs bedroom facing the driveway: - Replaced the batteries working Star Wars bunkbed: - Replaced the remote batteries - Ceiling fan is working properly
  
  RVH_1018ER - Remotes Check
  Created:05/16/24 12:16pm
  Reported: In the Main living room direct tv remote not working unable to watch *** games. Bedroom three 
  > black remote is not working cannot access ******** Star wars bedroom Black remote missing unable to watch tv
  05/16/24 - 08:48pm - ******* - Downstairs bedroom TV: - Connected to the WiFi Upstairs bedroom facing the driveway / bunkbed Star Wars: - Programmed (2) universal remotes
  
  RVH_1018ER - Bathroom Sink Check
  Created:05/16/24 12:19pm
  Reported: Bedroom and main bedroom sinks not draining
  05/16/24 - 08:41pm - ******* - All bathroom sink stopper you have to click it ,so it can drain properly - Found no issues with the sink
  
  RVH_1018ER - Faucet Cover Check
  Created:05/16/24 12:22pm
  Reported: all sink bathrooms guest stating faucet cover missing
  05/16/24 - 08:43pm - ******* - When I arrived guest was not home and I am not sure what they are talking about, found no issues.
  
  
  
  

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 21808381
  
  I am rejecting this response because:

  
  To be *****, your business practice is very misleading. Because now you are insinuating if there's any problems, I have to waste my entire vacation calling or emailing every day, or even every free moment to make sure things are rectify. In response to all you're replies about no further complaints or not hearing from us. You all instruct to call customer service within 24 hours or arrival with any issues, which we did. Both the person on the phone and your email response after we emailed you a list, insisting that we don't need to be in the house for the person to come fix the house. Now thinking back about it, maybe I should have wasted my vacation and stayed in the house to point out everything (and replicate it for you) and have my family go on the vacation. Because I didn't now you're saying "user error" on things, the wi-fi, yet the tv downstairs would not load anything. My entire family upstairs states no internet is working on personal devices. I would possibly agree if it was a single family member. But a family of 8 and all of them complaining the same thing, is not a "one off." Furthermore, you state that  the problem can't be replicated with the fam. I'm actually coming back to ******* this weekend (staying elsewhere) but I would place a bet that if I go back to the property, I can immediately replicate the problem. But yet you all insist the renter to leave, just to say it's user error or can't replicate. With the A/C I emailed the night before our leave, not the day we left. Again, entire family complaining of being hot inside, and the A/C module downstairs just blacked out/off. So I guess in properties like this, I guess I need to plan to be sitting in the house to point out AND replicate every problem so that the property management doesn't argue that it can't be replicated or it's user error. 
  

  But right now, I'm just following up on the "refund" you all (*****) said he would give me, which he actually never did. More misleading, to me. I even asked how do I get confirmation. But ***** and/or BBB never addressed this. BBB, how do I get with you to get this resolved? 
  
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 08/26/2024

  The previous communication with ***** from *** offered a refund. I asked how do I get confirmation in this communication thread. At that time after, BBB nor did ***** replied. But this complaint closed and I never got the offered refund from the business. You can see the communication previously. How do I get assistance in processing that partial refund? 

  

  Business Response

  Date: 09/17/2024

  RVH_1018ER
  Booking: 238404
  CI: 05/15/2024
  CO: 05/19/2024
  
  Guest: ***** ********
  Good day ******** Family,
  
  Thank you for your report sent via BBB.
  Our apologies for the any concern / situation you encountered during your stay.
  In reviewing the notes and work orders created, we can see all or your reported issues
  were handled the same day based on the calls.
  
  The WiFi was found fully operational - speed test is attached. 
  The Fans / Lights were all checked and sorted - battery update and or remote was not synced to a fan 
  - this is mechanical in nature and can happen at times. 
  The pool was cleaned on May 14, 21 & 28, 2024 - before your arrival.
  The pool tech was also out to check and found no issues with the swimming pool 
  The sinks all work and the drains are functional - there are no arms to to pull for the drain 
  -  These are push drains to open up for draining; all were found operational. 
  The blind was noted that this fell during your operation, we hooked this back up on the rail for you.
  The ants reported were sent to the *** and were serviced the same day - report is attached.
  ********* is accurate as we cannot control ants / pests in this tropical climate. The homes are treated
  quarterly and as often as needed upon request. Ghost ants were found and treated on the perimeter. 
  The property was booked online and all fees, rental rates and taxes are clearly noted before accepting the booking.
  Our apologies for any cleaning concerns, if you had let us know, we could have sent the cleaners back for you. 
  
  In consideration for your concerns noted, we have refunded 50% of the cleaning fee in the amount of $192.95
  
  Respectfully
  - Florida Vacation Homes
  - *****

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 21808381
  
  I am rejecting this response because: Please read your reply from June (that I technically accepted that offer). You offered a refund (higher amount: $340, I believe) and I accepted that proposal, and you all never actually processed the refund. Now that I re-opened the case, you all offered less. I would like the original offer to be honored, as that what you all offered and I've accepted. 
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 10/01/2024

  Good day ******** Family,
  
  Thank you for your report sent via BBB.
  Our apologies for the any concern / situation you encountered during your stay.
  In reviewing the notes and work orders created, we can see all or your reported issues
  were handled the same day based on the calls.
  
  The pool was cleaned on May 14, 21 & 28, 2024 - before your arrival.
  The pool tech was also out to check and found no issues with the swimming pool.
  We were sent today a photo of the hose in the pool. The pool cleaners when cleaning the pool weekly
  may at times have to add water so they would leave the hose in the pool and on the water timer; which you can see in the photo sent.
  We reached out to our pool cleaners and asked them not to do this when they are able. 
  
  The sinks all work and the drains are functional - there are no arms to to pull for the drain 
  -  These are push drains to open up for draining; all were found operational. 
  We were today sent a photo of a sink that was not fully draining. This was acknowledged and all sinks
  were found working. You indicated the sink was not draining. In the photo sent you can see there is no pull up arm.
  The sinks are Push Down for the Drain stop to pop up and vice versa, push down to close. 
  
  In consideration for your concerns noted, we have refunded 50% of the cleaning fee in the amount of $340.00
  We stand by our refund as noted in the amount of $340.00
  
  Respectfully
  - Florida Vacation Homes
  - *****

  Customer Answer

  Date: 10/15/2024

  The business states standing behind their refund but they did not refund the $340 they state in their response. 

  Customer Answer

  Date: 10/16/2024

  Date Sent: 10/15/2024 11:58:02 PM
  The business states standing behind their refund but they did not refund the $340 they state in their response. 

  

  Business Response

  Date: 10/28/2024

  Good day

  We have replied to this previously on Tue, Jul 2, 2024 at 4:43?PM

  - - - 

  RVH_1018ER
  Booking: 238404
  CI: 05/15/2024
  CO: 05/19/2024
  
  Guest: Ranze ********
  
  Good day Nazareno Family,
  
  
  Thank you for your report sent via BBB.
  Our apologies for the any concern / situation you encountered during your stay.
  In reviewing the notes and work orders created, we can see all or your reported issues
  were handled the same day based on the calls.
  
  
  The WiFi was found fully operational - speed test is attached. 
  The Fans / Lights were all checked and sorted - battery update and or remote was not synced to a fan 
  - this is mechanical in nature and can happen at times. 
  The pool was cleaned on May 14, 21 & 28, 2024 - before your arrival.
  The pool tech was also out to check and found no issues with the swimming pool 
  The sinks all work and the drains are functional - there are no arms to to pull for the drain 
  -  These are push drains to open up for draining; all were found operational. 
  The blind was noted that this fell during your operation, we hooked this back up on the rail for you.
  The ants reported were sent to the *** and were serviced the same day - report is attached.
  ********* is accurate as we cannot control ants / pests in this tropical climate. The homes are treated
  quarterly and as often as needed upon request. Ghost ants were found and treated on the perimeter. 
  The property was booked online and all fees, rental rates and taxes are clearly noted before accepting the booking.
  Our apologies for any cleaning concerns, if you had let us know, we could have sent the cleaners back for you. 
  
  
  In consideration for your concerns noted, we have refunded 50% of the cleaning fee in the amount of $192.95

  This Refund was completed and posted to your **** ending in 4282 in the amount of $ 192.95

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 21808381
  
  I am rejecting this response because: Back in June/July when I first opened this case ***** offered a $340 refund. Instead you all never processed any refund. It was only when I discovered after accepting the offer, finding out you all did not refund anything, I re-opened the case and you all gave a second offer. It's not because I did not see your response. But you all "went back" on your original offer that I agreed to. I have attached an image of the first response. I have also called and noted the conversation with ***** at BBB. 
  
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 11/04/2024

  Hi, I spoke to ***** about this and I followed her instruction. To clarify why they didn't refund my original offer from the business. Yet, they keep replying that "they have already replied" and ignoring why they didn't refund mem in the first. And why they offered me a second, but lower, refund. 

  Customer Answer

  Date: 11/04/2024

  Date Sent: 11/4/2024 12:04:00 AM
  Hi, I spoke to ***** about this and I followed her instruction. To clarify why they didn't refund my original offer from the business. Yet, they keep replying that "they have already replied" and ignoring why they didn't refund mem in the first. And why they offered me a second, but lower, refund. 

  

  Business Response

  Date: 11/05/2024

  Cleaning fee was $340.00 + 13.5% tax - $ 385.90

  The refund of $ ****** was done on September 17, **************************** 4282 Visa

   

  The reply was sent in error noting the $340.00 as this was the full cleaning fee - this was noted on the BBB Portal for offering 50% of this.

   - hence the refund of $******

   

  The additional amount was refunded today in the amount of $ ******

   

  Thank you

  Please let me know if you have any questions

   

  Respectfully

  - *****

   

  Customer Answer

  Date: 11/13/2024

  I want it to be of note that ***** states doing a refund Sep 17 2024. I have all my statements and it was not done in September; It was never done at all. I will also state that he noted that he refunded "an additional" amount, which he did not. But I have issue on sending you my statements as proof it was not done on his end in Sept.  He never acknowledge the offer was error in the past. I was in agreeance to the original $340. And he's making it seem like he was transparent which he was not. I don't know how BBB gives school. But in the manner of punctuality and professionalism. I'd say this was an F experience. Not only they didn't provide an acceptable product (the quality of rental property), it also took 5 months to rectify, only after getting BBB involved, and even getting ignored with no action when agreements were made when I originally opened the case back in June. Learned my ****** with this company. 

  Customer Answer

  Date: 11/13/2024

  Date Sent: 11/13/2024 12:48:59 AM
  I want it to be of note that ***** states doing a refund Sep 17 2024. I have all my statements and it was not done in September; It was never done at all. I will also state that he noted that he refunded "an additional" amount, which he did not. But I have issue on sending you my statements as proof it was not done on his end in Sept.  He never acknowledge the offer was error in the past. I was in agreeance to the original $340. And he's making it seem like he was transparent which he was not. I don't know how BBB gives school. But in the manner of punctuality and professionalism. I'd say this was an F experience. Not only they didn't provide an acceptable product (the quality of rental property), it also took 5 months to rectify, only after getting BBB involved, and even getting ignored with no action when agreements were made when I originally opened the case back in June. Learned my ****** with this company. 

  

  Business Response

  Date: 11/16/2024

  Good day ******** Family,
  
  Thank you for your report sent via BBB.
  Our apologies for the any concern / situation you encountered during your stay.
  In reviewing the notes and work orders created, we can see all or your reported issues
  were handled the same day based on the calls.
  
  The pool was cleaned on May 14, 21 & 28, 2024 - before your arrival.
  The pool tech was also out to check and found no issues with the swimming pool.
  We were sent today a photo of the hose in the pool. The pool cleaners when cleaning the pool weekly
  may at times have to add water so they would leave the hose in the pool and on the water timer; which you can see in the photo sent.
  We reached out to our pool cleaners and asked them not to do this when they are able.
  
  The sinks all work and the drains are functional - there are no arms to to pull for the drain
  - These are push drains to open up for draining; all were found operational.
  We were today sent a photo of a sink that was not fully draining. This was acknowledged and all sinks
  were found working. You indicated the sink was not draining. In the photo sent you can see there is no pull up arm.
  The sinks are Push Down for the Drain stop to pop up and vice versa, push down to close.
  
  The Refund noted was a typographical error and was to be 50% of the Cleaning fee - totaling $ 192.50 
  In error, we entered the full cleaning fee. 

  In consideration as noted, we applied the Full Cleaning Fee Refund.

  The 1st Refund was completed on September 17, 2024 at 2:30pm for $ ****** to your **** 4282

  The 2nd Refund was completed on November 5, 2024 at 1:13pm for $ ****** to your **** 4282

  We cannot control your bank and merchant processing. 

  You were also emailed an confirmation from our system showing the Refunds posted. 

  These refunds were processed as a consideration.

  Respectfully
  - Florida Vacation Homes
  - *****

  Customer Answer

  Date: 11/18/2024

  I just emailed you all (*****) back. You all asked for statements that the business claims to have refunded me. I am waiting on this current cycle to close to send over this previous ********************* the email back to *****. I did attach my bank statement that business is claiming to refund, that includes Sept 17th. Which shows no refund was made at the time. 

• Initial Complaint

  Date:05/18/2024

  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.

  I rented a vacation home with a pool. The pool was the main reason I rented with this property and company listed on Vrbo. On arrival I noticed that the pool was packed with debris and the pool filter was not working. The debris was a thick layer of dead insects throughout the pool. The jacuzzi water level was also low. They water appeared green and cloudy. I called Florida vacation homes right away on arrival and was told that the pool was inspected and cleaned before my arrival. I explained that the pool was extremely dirty and filter wasnt working. Someone came to clean the pool and noted that the pool filter needed serviced. The filter was eventually fixed in the evening. However, the pool was still full of dead insects. I was told that a work order was gonna be put in but they could not give me a date or time. My vacation was ruined and no one will let me speak to a manager and no one offered a comparable home in place of the subpar one that we were given. The absolute worst thing about this situation is that this pool looks like its been unused, unfiltered, and not treated in a long period of time based on the color of the water and amount of dead insects in the water.

  

  Business Response

  Date: 06/03/2024

  Trying attachment again, as my response was lost due to file being too large.

  

  Business Response

  Date: 06/03/2024

  The guest checked in on the 17th of May. I have retrieved and attached photographs of the pool taken the day before on the 16th by the property manager during their pre-arrival inspection. The picture shows no issue with the pool, it is not packed with debris or covered in a layer of bugs. It is clear with no debris that can be seen.

  I have also attached a photograph from when the pool was cleaned 4 days prior to their arrival on the 13th where you can see the water is ******* clear, and also another from when it was cleaned on the 6th of May just to show that the pool has not been left untreated for a long time as stated.

  After the guest checked in they reported the pool as dirty so we sent a technician to the home to carry out an extra clean on the 18th as we had a storm the day before. The technician hosed down the filter then on the 18th (picture attached) and then went back to the home again on the 20th to double check the pool, the picture attached on the 20th shows the pool is ******* ************************* from looking at the photographs it appears the complaint was exaggerated. We do apologize if you didn't feel comfortable using the pool after you first checked in until the pool cleaner had come back out, I understand this would be frustrating. It's possible for all outdoor pools to get minor bugs or debris in the in-between the weekly cleans, this is why there is a skimmer net provided at the home. This home does have a screen enclosure around the pool so it should be minimal. We did our best to assist the guest by sending a cleaner to the home twice during their stay on top of the regular cleans that took place before and after. To ask for a full refund of all four nights is not reasonable or fair on the homeowner after staying in their home. We do understand the pool is an important feature to guests, so we have refunded $298 which is around one nights rental for the inconvenience.
  

  Customer Answer

  Date: 06/04/2024

  Pool video on arrival May 17th 2024

  Customer Answer

  Date: 06/04/2024

  May 18th Video 

  Customer Answer

  Date: 06/04/2024

  May 18th 2024 Pool video 2 showing insects that I cleaned out myself

  Customer Answer

  Date: 06/04/2024

  insects in the pool that I cleaned myself

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21731253
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 06/04/2024

  see the attached pic of the "compromised screen"

  Customer Answer

  Date: 06/04/2024

  Note the insects that I cleaned out myself from the pool

  Customer Answer

  Date: 06/04/2024

  Please see the insects in the pool on May 18th 2024, making it impossible to swim.

  

  Business Response

  Date: 07/02/2024

  We have already responded to this complaint and processed a refund. This notification looks identical to what was responded to so there isnt anything further to add on our side. Thank you 

  

  Business Response

  Date: 07/02/2024

  We have already responded to this complaint and processed the refund. Thank you

  

  Business Response

  Date: 07/02/2024

  Dear ******** Family,
  
  Thank you for your report sent via BBB.
  Our apologies for the pool situation you encountered during your stay.
  In reviewing the notes, we can see you reported the pool not circulation on May 17, 2024
  We then sent the pool tech that had found the mechanical pump failed. This was then serviced
  and the pump was replaced on May 18, 2024.
  The pool was serviced and cleaned on May 13, 18 and 20, 2024
  
  Due to this situation you were refunded the amount of $298.02 on June 3, 2024.
  
  Respectively,
  Florida Vacation Homes