Complaints

This profile includes complaints for Collier Global, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Collier Global, LLC

  3536 Cherry Blossom Ct Unit 203 Estero, FL 33928-4909

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  Collier Global, LLC

  4450 Bonita Beach Rd STE 3 Bonita Springs, FL 34134-3909

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:04/08/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Through Collier Global Vacation Rentals, we rented *****************************************, a house at ****************************************************************************, from Feb 24 through Mar 16, 2024 (Res #****.) Our experience was POOR due to the condition of the pool, a profusely leaking kitchen faucet, a defective kitchen cabinet which came apart, and poor drainage in the master shower basin, among others. The property manager was *********************. A list of problems + photos are avail.The total rental fee for this vacation rental was $11,270.98 including fees and taxes but no deposit. We requested a refund of $945 (or 10% of the cost of lease before deposit, fees, and taxes of $9,450). We worked closely with ***** to notify her of the issues and to give access for maintenance. We took steps to improve the items: adding water to the pool daily, creating a towel dam at the kitchen faucet, managing the water use avoiding overflow in the shower and buying/using drain cleaner, among others. During our 3 weeks here, issues were not addressed until the last days of our stay.. We waited for action daily. When maintenance did come, they didnt show when promised and were unable to or incapable of a successful repair. 3 days prior to our leaving, ***** quit responding to us.We learned that the owner was aware of the pool conditions (including daily algae growth because of the non-working pump and/or filter) prior to our rental. The owner was aware that the kitchen faucet was leaking as ***** shared he would drop off a new one for installation.On Mar 27, 2024, I sent a detailed email to the property manager asking for a the refund . (I delayed sending the request because I did not trust we would get our security deposit back.) On Mar 29, I sent an email to her that I wanted to discuss the request before ***, Apr 5. On Thurs, Apr 4, I sent her an email asking to set an appointment to discuss our request. ****************** nor the property owner have responded to us by phone, text, or email since Mar13, 2024.

• Initial Complaint

  Date:08/12/2022

  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 house through VRBO when I got here on Saturday we noticed many things that were wrong including an ant infestation mold in the showers rotting food left behind bugs in the bed(not bed bugs). And unclean sheets. We arrive Saturday, 6 August I found a complaint VRBO after we contacted the property manager and he told us he would come by and fix everything and never showed up. When we contacted VRBO they said they would reach out to the property manager and try and rectify the situation. It has been five days and I just got an email from the property manager said that they are unwilling to work with us. I thought I would be entitled to some type of refund.

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/12) */ Also, we have reason to believe that the *** ***** guest and his staying guests have not been acting in good faith, or honest, regarding accurate representation of the issues or the terms of their stay. First, at the time of booking or anytime up to check-in on Aug. 6, 2022, Mr. ***** did not disclose that they would house a pet on the premise. This is clearly requested at the time of booking. While at the premise this week together with the *** ***** & guest, a small dog was identified staying at the house. The *** ***** or guest gave no explanation regarding the matter. We conducted an on-site meeting with the *** ***** & guest on Aug. 9, 2022 at approximately 11:00am to go over the reported issues. These were the issues I understand were listed: Gas grill dirty and not working: Remedy: We delivered a brand-new gas grill, assembled with propane tank. (VRBO guest immediately said that the grill on the premise was working and did use it). Broken front screen door handle: According to *** ***** & guest, the handle broke off. We had this item repaired the following morning (See attached photo) Kitchen cabinet door hinge was broken: This was repaired the following morning. Ceiling portion of pool lanai cage was pulled down, allowing water to intrude in the outdoor patio: This was repaired the following morning. Cleaning Issues Raised: o Linen closet items were mixed up and they were unsure if items were dirty or clean: We immediately agreed to remove all items in the linen closet, wash them off-site and return them. Almost all items were returned the same date. Due to the volume of linens, part was scheduled to be delivered the following day. However, the guest suddenly informed by text message that they no longer wanted the items delivered, they only wanted to know how much money they would be refunded. o The wall mount to hand the hand-held, secondary shower head in bathtub was broken off (part was no longer there at the moment of the meeting with *** ***** & guest): As remedy, we picked up a replacement part to be installed the next day. It turned out to not accommodate the shower head so we had to order a new part which would arrive the following day. *** ***** & guest claims this part was broken before they arrived. We have received contradictory testimony from the head cleaning supervisor. o Ants in king bed: We did not identify any insects or ants in the bed upon inspection together with the VRBO guest. However, we removed the bed linens and mattress cover from the house and purchased new linens and cover. They were delivered the same day and we made the bed for them. o Ants in several areas of the house: We did not identify any ants while on the premise with the *** ***** guest. *** ***** & guest explained that he had sprayed and cleaned up the ants. We offered to immediately schedule professional pest control services. *** ***** & guest refused as he was concerned about using spraying chemicals (Despite *** ***** & guest admitting that he did exactly that). We agreed to immediately place ant traps throughout the house. This was completed in the presence of the *** ***** & guest. o Dirty kitchen: *** ***** & guest said they arrived on Aug. 6, 2022 with a kitchen sink full of dirty dishes, and other dirty items laying around. They provided photos by email of this issue. After examining the photos, the info details indicate that they were taken on Monday, August 8, 2022 at approximately 4:53pm. This would contradict there story own story. I can forward you the email received from them with attached photos. Head cleaning supervisor also confirmed that these photos contradict the cleaning that was conducted just before the *** ***** & guest arrival. Compensation:*** ***** & guest has continuously requested compensation. We stated that our immediately concern is to address and fix the issues raised and conclude with the property owner about 1) whether compensation is merited and 2) if so, what amount. They said had no interest in relocating to another rental property and intend to stay until their check-out date on Aug. 13, 2022 at 10:00am. Furthermore, in attempts to deliver the remaining linens at the property, the *** ***** & guest verbally threatened to seek legal action demanding full refund of monies paid for his stay. And if no response to his demand for compensation is not received by Friday, Aug. 12, 2022 at 9:00am EST, he will file a lawsuit claim to all parties involved. *** ***** & guest has also threatened verbally to report insect concern to the appropriate "Health Department" if no compensation is received. I highlight our deepest concern as this *** ***** & guest has provided photos and testimony which is contradictory regarding the true status of this rental property. This raises suspicion that *** ***** & guest are seeking unmerited compensation and has made it difficult to address issues raised. We have had great reviews on this home and promptly addressed any minor issues or questions of all previous guests. We are deeply concerned about the negative review that inevitably will follow their check-out which, in our opinion and based on evidence here contained, will not be an accurate and truthful representation of the facts. Therefore, I am prompting a immediate removal of any reviews to be posted by BBB regarding this rental property and said *** ***** & guest stay. Consumer Response /* (3000, 7, 2022/08/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) In response to Collier Vacation Rentals answer: In my response I will take each issue that they have raised and explain, and I am sure you will realize that Arlen (Collier Vacation Rentals) has answered in a misleading and dishonest way. 1. The pet issue: On the booking site (VBRBO), under the amenities section it clearly states that pets are welcome: below I have cut and pasted the section from their posting on the website: ******************************************************** Amenities Air conditioning No smoking Washer & dryer TV Satellite or cable Internet Heater Pets welcome Parking Swimming pool 2. We checked in on 8/6/2022 (Sunday), my first call to Arlen (Collier Vacations) was on Sunday, I left a message. On 8/7 we discussed the issues we had with the home.. We made arrangements to meet at 1600 hrs on 8/8. We received no confirmation on the 8th after numerous texts. At 1630 hrs (1/2) hr after the arranged time. We were informed (via text) that Arlen will not be coming, he is sending Jayme. Jayme NEVER showed up. We wasted a half day waiting for them to come see the issues. We waited at the house until dinner reservations at 1930 hrs. Perhaps if they were interested enough in the issues, they could have come for themselves. When they were a no-show we decided to replace the mold ridden shower liners and start cleaning the mildew out of the shower and tub (separate bathrooms). I did receive a text from Arlen on 8/9 (day after) saying that Jayme had a family emergency. 3. On August 9th Arlen and Jayme showed up, they observed the ants, dirty sheets, dirty linens in the closet, the broken dirty pool enclosure that was dripping on the outdoor eating area. I informed them that we did clean the dishes and the bathrooms, however I showed him the moldy shower liners. They took the bed sheets and mattress covers, and all the linens. They explained they would bring back the items clean. They arrived back at the hose at approx. 2100 hrs and made the bed - The bed was made with out of the package sheets and NO mattress cover. The sheets he bought were the wrong size. I think he bought queen for a king-sized bed. He also replaced the towels with a total of two towels. 4. The next night he wanted to bring back more towels and have someone spray for ants. I explained to him that I was having a family reunion at the house and didn't want that done. In their response they mentioned I sprayed for ants. He is right, I sprayed with Raid Essentials ant, spider spray - I bought this from target in the area, it is safe for kids and animals. I have two daughters (8&7) that have asthma and some environmental allergies. I just didn't want them going through the hose when the reunion was going on. 5. On the 10th of August, Mike (maintenance man), came through the house and said he didn't have the right materials to fix the job. He said he would be back later that day or tomorrow morning. He never showed back up. 6. As far as the refund goes - I never asked for a full refund, however I did ask for money back as a remedy. His response in an email was that there will be NO refund. I emailed him back and asked if there was any offer for remedy. I never received a response. On a side note, I have been a police officer for 22 years, I have owned rental property since 2008. I have been in the business long enough to know how to handle this simple issue, and identify dishonest individuals. My integrity and honesty should not be called into question. I have taken pictures and videos (of ants crawling around and on the bed). This company is unprofessional and disrespectful at best. It appears that they would have you believe that I checked in on the 6th and then staged ants in the bathroom, bed and floor. Broke various items and then called him. This scenario is just unrealistic. My pictures, videos and text messages are all proof, and to call me a liar is out of line. They are time stamped and untampered with. I have been doing everything possible to avoid any legal action (and still am) and don't believe my request for an honest refund to mitigate the time spent dealing with them and cleaning is unreasonable. Colliers response to this BBB complaint is nothing but unprofessional property managers not knowing how to deal with a bad experience. Their request to have this complaint removed should be denied. I still remain available for contact for remedy. Business Response /* (4000, 9, 2022/08/16) */ Pet issue: Pets are accepted with approval and $250.00 plus tax Pet cleaning fee. When reservation is made there is a box to check that says pet yes or no. No was checked. Thus avoiding the pet fee that would have been automatically charged. Management inspected for ants three different times, and found no ants. Client stated they had sprayed, after saying they didn't want anyone to spray because of children. Approved ant bait stations were place even thought there was no evidence of ants. Two days later still no ants in Manger placed stations.. Upon client departure Licensed Pest Control company did full inspection of interior and exterior. The interior inspection was done with no lights on and drapes pulled. Using a small light they found no ants or evidence of ants. they also stated that ants do not go into or one bedding or beds. Consumer Response /* (4200, 11, 2022/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) In response to Colliers statements: 1. Collier was informed of the dog, the pet is a registered service animal and cannot be charged any additional monies for the stay, including a security deposit. 2. Management was not at the house 3x, they were there twice. The first time they did look at the ants, the second time they just dropped off the bedding and did not look for anything. If there were no ants? What are the pictures and video? I have attached the video and two pictures (different days) of the ants. 3. Collier is still withholding the security deposit and is not trying to resolve this issue in good faith. I have been flexible and willing to communicate with collier. They have not.