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:12/14/2022

  Type:Service or Repair 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.

  I am including copies of the numerous emails sent from the time we arrived December 2, 2022, till today. The company has a very bad reputation for doing this to others now that we have been digging into their company history. I emailed from the time we arrived and not one response our entire stay. I have pictures of the mold in bathroom, the previous guest dirty laundry in laundry basket in master as well as all stains in carpets and tiles to which one of us cut toe on. Evidently no one did a thorough inspection, or they would have found all of this. If they did inspection prior to us taking occupancy, then they would have discovered all of the furniture piled up. Here are the emails sent: We got in late last night. Just a few things so I am not held accountable There are places where tiles are cracked or chipped - dirty grout. Master bed sheets had stains we had to wash n dry after a long drive here. Spatulas and some silverware dirty had to run everything through dishwasher. The carpets are stained and frayed and dirty. Master closet door sticks Tare in blind in bathroom Buttons on washer/dryer worn Hole in ceiling in full bath by vent Furniture was stacked in middle of living room This is frustrating as we paid top dollar for this place. I'm recovering from cancer, and this was very disappointing. I certainly feel at least a $500 credit is warranted.

  Business Response

  Date: 01/06/2023

  I see no other emails in regards to this.  I also see no attachment to this email.

   

  However we actually already handled this with the guest directly and issued them a refund.  After that refund was issued they then filed these complaints.  Which since we tried to correct we feel was not in good faith.

   

  These are false statements that we have a history of doing anything bad to our customers. We have 100’s of reviews to the contrary and can provide those if needed.  

   

  There was not mold in the bathroom and it had been thoroughly cleaned.  Stains do appear in grout and caulking work that is constantly corrected.  This bathroom was in clean condition.  There was no mention of any clothing left behind by guests and that was not added until they  had left.  They started adding items to their list after they checked out.  The carpet was not dirty and was replaced about 1.5 years ago.  The carpet is also constantly steam cleaned which it was prior to their arrival, but as you know some stains come back to the surface but I can provide photo evidence that this carpet is in like condition also.  There are no chipped tiles that catch anyones foot, sometimes there are cracks in a tile but not anything that can felt.  I can provide photo evidence of this also.  The grout was not dirty and had also been cleaned.  We did inspect the unit prior to their arrival however a worker went to replace the handle on the balcony door.  When they did this after our inspection they had moved the furniture in and did not move it back.  That was our mistake as our vendor didn’t communicate this.  We offered our apologies and asked how we could help.  We also offered to send someone out.  The sheets are actually professionally laundered and delivered to the units.  They are unbagged and placed straight in the unit.  This is a commercial laundry and the sheets were not dirty as they are inspected prior to placing on the beds.  We can not speak to any dishes in the cabinet but guests have been known to not clean so well when they wash and and place back we are unaware of this.  We are not able to empty all cabinets and check every plate or piece of silverware between each stay.  We have used the master closet door and it works fine.  I am not sure where there is a tear in the bathroom blinds as there is no window in the bathroom.  They immediately started to threaten legal action etc and as you can see I can provide documentation that this was a far over reach.  Not to mention that they were actually already compensated.  

   

  We did acknowledge that the vendor left the furniture inside and that was truly our mistake.  Which we tried to correct.  

   

  If you would like to send us anything you have sent in the past please do, however this is my first notice to this.  We have already responded to guest and we already issued a refund.  I am not sure why since we actually communicated all of this and issued a refund why we should have mark on the BBB also.

   

  Let me know what I need to do.

   

  Thank you in advance for your assistance in this matter.

   

  Thanks!

   

   

  

  
  
  
  
    ****** ****
    Mock’s Amelia Vacations
    **** ***** ***** ******* 
    ****** ******* ** *****
    Office ***** ******** *** ***
    ************************

  Customer Answer

  Date: 01/06/2023

  [

   

   

  this was filed because we were being ignored. This was filed when they refused to issue credit to the credit card company that called them. After getting in touch with the male owner a credit was issued.

   

  they are liars as we have photos of the mold, tiles, bathroom does have a window into master. Maybe the owners should get familiar with what units have. 

   

  others have had same issues with them.

   

  they did issue a $500

   

  A default letter is provided here which indicates your acceptance of the business's esponse.  If you wish, you may update it before sending it.]

  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. 

  Regards,

  **** *******