Complaints

This profile includes complaints for Coastal Vacation Properties, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Coastal Vacation Properties, Inc

  19170 San Carlos Blvd Fort Myers Beach, FL 33931-2265

• 

  Coastal Vacation Properties, Inc

  1321 Santos Rd Suite 101 Fort Myers Beach, FL 33931

• 

  Coastal Vacation Properties, Inc

  PO Box 6375 Fort Myers Beach, FL 33932-6375

• 

  Coastal Vacation Properties, Inc

  2801 ESTERO BLVD #R Fort Myers Beach, FL 33931

• 

  Coastal Vacation Properties, Inc

  100 Lovers Lane Suite 201 Fort Myers Beach, FL 33931

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:03/27/2025

  Type:Order 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.

  On March 7th I had a reservation for a condo in ********************* that is managed by Coastal Vacations. Coastal Vacations also works through ******. I had been in contact with Coastal vacations several times prior to arriving at the location. I had been told that I would be given information about our arrival at the condo 24 hours in advance. The morning of our flight I had not been given any information, so I began reaching out for information. I was able to get a response from Coastal as far as signing a contract but that was it. I did not get any other information. After arriving to our destination I still had not heard anything on how to handle arrival and so I ended up having to reach out to ****** emergency line as it was 1am and we did not have a place to stay due to Coastal Vacations not giving us the code needed to get into the condo. We waited outside, in the dark at 1am only to be told we would need to find a hotel room for the night. The area that our condo was did not have any other options other than the Pink Shell, which was next door. We hauled our luggage over there and they had ONE room for us, in which I was charged $870.82. We stayed the night and when waking in the morning we still had not heard anything from Coastal, so once again I had to reach out to ****** emergency services due to having to check out of the hotel and having nowhere to go. I was then told we would need to find another place to stay due to the "host" aka "Coastal Vacations" not responding to ******. While we were in the process of trying to figure out what route to take as we had no place to go, ****** did call me back and said that the host finally did reach out with the code. We arrived at the condo around 11am. I am asking for reimbursement for the $870.82 and the rate of ****** for the night that we did not stay in the condo. I am also asking for compensation for the stress and anxiety of the amount of $500 that was caused resulting in PTSD.

  Business Response

  Date: 03/31/2025

  Arrival information for our vacation properties are only provided once we receive a Florida Short Term Rental Lease. We did not receive this lease in time for **** ********* prior to check in. However, we did respond to **** ********* during normal business hours to try and resolve this issue. **** ********* did attempt to reach out to our company after business hours, in which we were not successful in having adequate staff to handle her questions. The next day, once normal business hours resumed, we were successfully able to work with **** ********* to ensure she had everything she needed. I do agree with **** *********, it was not an ideal circumstance for her to be in as a guest of *********************; however, our staff was available during normal business hours had she been in touch with us during that time frame. **** ********* did reach out to us and let us know how much she loved her property she had booked, but obviously did not enjoy her arrival experience after business hours. Because of the trouble caused after normal business hours, we are willing to offer a goodwill to **** ********* in the amount of her Pink ***** **** plus one night's stay. We have had a check ready for **** ********* at our front desk, but she never arrived to receive our refund based on her experience. We are ready to move forward with reimbursing **** ********* for the Pink ***** **** plus one night's stay at the property she booked. Please let us know if there are any further questions.

  Customer Answer

  Date: 03/31/2025

   
  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 would like the check mailed to me as I am not going to be back in that area for awhile. My current address is;  ****************************************
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 03/31/2025

  We appreciate Mrs. *********** acceptance of our goodwill. We hope she receives this token as a gesture of our best wishes for her, and we would be glad to host her again with much better circumstances the next time she visits **********************

   

  *****

• Initial Complaint

  Date:09/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked our family vacation with Coastal Vacation Properties, Inc. through ****** for August 3 - 10, 2024. This condo rental was a total charge of $2,999.19. Our initial flight to *************** was cancelled, and with hurricane ***** hitting ********************* at the same time as another possible flight (which also might have been cancelled) we had no choice but to cancel our vacation plans. All other companies that we had booked with had clauses like "no refunds if cancelled with in 24 hours". Yet everyone one of then refunded without hesitation. That is except Coastal Vacation Properties. This company has an unfair clauses in their contract that basically allows them to take advantage of people. A clause like Costal Vacation's "The ONLY Weather Related Refund is for a Mandatory Full Evacuation" is a form of price gouging (in my opinion) and is only there to take advantage of people. When you have a State of Emergency declared and people who's flights are coming in at the same time a hurricane is hitting the area, 2-3 foot storm surges, flooded roads (including the main road into *********************), and people can't get a rental car to drive in these conditions to get to their condo. This clause says we don't care about you, your family nor your safety. You should take the risk, fly into a hurricane, be stranded at an airport for a couple of days while the floods recede just so we don't take your money and keep it. I reached out several times to Coastal Vacation Properties discussing a refund and/or a credit for a future stay. Initially they we're responding and the last email from them was that the owner was going to speak with her husband to find a resolution. Then nothing after that. I have tried to work with them and they simply wont even try to work something out. They just want to keep our $2,999.19 for providing absolutely nothing! I feel we deserve to receive a refund as this cancellation was due to a hurricane and nothing else.

  Business Response

  Date: 09/20/2024

  Thank you for reaching out and sharing your concerns. We understand that travel plans can change unexpectedly. However, we would like to clarify that you agreed to our cancellation policy at the time of booking, which outlines the terms and conditions regarding cancellations and refunds.
  

  We always recommend purchasing travel insurance to protect against unforeseen circumstances that may affect your plans. This provides an additional layer of security for your travel investments.

  The storm occurred the day PRIOR to your arrival, at the time of check in the condo that you booked, building common areas, roads, and surrounding areas were in pristine condition. We had many guests miss their first flight due to the storm rebook and arrive in time for their reservation. 

  I have attached the weather conditions of Fort Myers Beach the day or arrival as well as our Short Term Rental Contract for BBB review. 

  Nadia

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22311022
  
  I am rejecting this response because:  The hurricane Debby hit Fort Myers Beach on August 4th which is the same day we were to arrive.  As you can see in the attached photos the island was flooded and as I stated previously we could not have gotten a rental car and drove to the condo.  I know you had 3 other units available for the same time as we were looking at all of them.  So we certainly didn't stop you from renting to someone else.  I feel like you feel you should be compensated for doing and providing nothing.  How about you keep $1,000.00 for your troubles and refund me $1,999.19?  I feel like this is more that fare considering the circumstances.  
  
  Sincerely,
  
  Dorothea Riddle

• Initial Complaint

  Date:06/21/2024

  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.

  Coastal Vacation Properties advertised a "Fabulous Pool Home" a Vacation Property. We believe that they completely misrepresented the "vacation home" ad. We have waited 100 days from when they received our attached letter. (If necessary proof of delivery can be provided). One hundred (100) days after receipt of the attached letter.... NO response!!! 1) Unfortunately, the descriptions nor the AD pictures matched the actual property (see attached pictures). This probably helps explain why they already have an "F" rating with the BBB! 2) We were notified a few days prior to arrival that the pool would be down for a day and we would be compensated. This was AFTER we had paid the full amount. Sadly, the pool was down from the day of arrival (Sunday) until Thursday!!! That is 4-5 days!! Worse, to this day --- 100 hundred days later.... there was ZERO Compensation. 3) This was NOT a "Fabulous Pool Home" but a duplex, with an additional separate duplex, thus, FOUR (4) units shared this pool. A total of twelve (12) adults, plus children that we could calculate. 4) A cleaning Fee of $503.94 for less than a 700 square foot unit. IF, this was a "Fabulous Pool Home" it could be more understandable. (Plus, a 14% Management Fee) 5) The WIFI didn't work initially 6) Lack of security, (see attached). 7) Cockroaches!!! 8) Squirrels in the attic!

  Business Response

  Date: 06/26/2024

  Dear *****, 
  
  We are writing in response to the complaint filed by ******* ***** regarding the recently remodeled duplex unit located at *** ********** ***, Fort Myers Beach Fl 33931.  We appreciate the opportunity to address the concerns raised and to clarify the situation from our perspective.
  
  Mr. ***** has raised several concerns about the quality of the remodeling work and the overall condition of the duplex unit. Specifically, they have mentioned issues such as the listing photos not matching the updated unit. The unit was completely remodeled with brand-new stainless-steel appliances, new kitchen cabinets and counter tops, new floors, remodeled bathrooms, brand gorgeous new furniture. The property was professionally remodeled and professionally decorated top to bottom, this was completed before the guest’s arrival, we had new photos scheduled upon the guest departure as this was first availability for the photographer. At the time of booking, we had a disclaimer at the top of the description stating, “photos will vary from the property due to ongoing improvements and upgrades” . 
  
  The guest agreed to all fees at the time of booking, they are clearly listed prior to the guest providing payment info and prior to processing payment. 
  
  The cockroach in the kitchen - it is made clear in our contract that our rentals are on a barrier island and occasional insects are inevitable, the guest read and signed our short-term rental contract, please see attached. Below you will see the section from our short-term rental contract mentioning insects. 
  
  
  We are happy to offer Mr. ***** a refund in the amount of $200 for the inconvenience of the pool being out of service for a portion of their stay, the pool was closed due to a pool light repair, the safety of our guests is of utmost importance to us and we remedied the pool light issue as soon as we were made aware of the outage.
  
  We do not manage the surrounding buildings and cannot be held responsible of the appearance of a property behind 171 Washington Ave in the aftermath of a category 5 hurricane. 
  
  Lastly, the confusion of another guest trying to access the rental property is simply a misunderstanding, all guests are provided an arrival letter with check in instructions and an assigned front door entry code, the front door entry code/arrival letter is only shared with the guest checking in and the code will only work for the assigned unit, the code actives and at the time of check in and expires upon guest departure. 
  
  We take all feedback seriously and are dedicated to maintaining the highest standards of workmanship and customer service. Since the completion of the remodeling project, we have not received any similar complaints from other tenants or property owners, suggesting that this issue may be isolated.
  
  We regret that ******* feels dissatisfied with their experience. However, we believe that we have taken all necessary steps to address their concerns and ensure the quality and safety of the remodeled duplex unit. We are still open to further discussions to resolve any outstanding issues amicably.
  
  Thank you for your attention to this matter. We look forward to your response and hope to resolve this issue promptly and satisfactorily.
  
  Please let me know if you need any additional information or if there are further steps, we should take to address this complaint.

  Customer Answer

  Date: 07/15/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  

  Thank you for replying to us. 

  In the past 60++ years we have utilized the BBB, in helping to find quality home repair, remodeling and maintenance companies for our homes (including a vacation home in a resort community) that we have owned over the years. BBB ratings have always perfectly matched the quality and integrity of the companies that we have used. 

  HOWEVER, this is the very first time that we have ever filed a complaint with your organization (hopefully the last). Further, I have been a road warrior for over forty (40) years staying in thousands upon thousands of hotel rooms, vacation properties and bed and breakfasts. Earning numerous airline and hotel elite status recognition! Again, this was my FIRST MAJOR ISSUE THAT REQUIRED A COMPLAINT WITH THE BBB.

  
  

  This complaint is NOT completely resolved. My responses to MR. Phillip T****** of Coastal Vacation Properties (CVP) letter (are in his letter) and in BOLD and ITALICS.

  
  MESSAGE FROM BUSINESS:
  
  Dear *****, 
  
  We are writing in response to the complaint filed by Michael Feely regarding the recently remodeled duplex unit located at *** ********** ***, Fort Myers Beach Fl 33931.  We appreciate the opportunity to address the concerns raised and to clarify the situation from our perspective.
  
  Mr. Feely has raised several concerns about the quality of the remodeling work and the overall condition of the duplex unit. Specifically, they have mentioned issues such as the listing photos not matching the updated unit. The unit was completely remodeled with brand-new stainless-steel appliances, new kitchen cabinets and counter tops, new floors, remodeled bathrooms, brand gorgeous new furniture. The property was] professionally remodeled and professionally decorated top to bottom, this was completed before the guest’s arrival, we had new photos scheduled upon the guest departure as this was first availability for the photographer. At the time of booking, we had a disclaimer at the top of the description stating, “photos will vary from the property due to ongoing improvements and upgrades”. (Yes, due to the hurricane damage the unit had to be completely remodeled. Unfortunately, I am sure due to the shortages of labor, materials, furnishings, and appliances…. Short cuts may have been made, and the complex was NOT finished). This becomes blatantly obvious because I am sure the pictures in the ad were BEFORE the hurricane’s damage. Those pictures not only showed a much nicer unit (with nicer features (see the ad) which also includes a dishwasher (we did receive a kit with dishwasher tabs in it), vs no dishwasher, broken sidewalks, and other exterior damage. Further, the “original” rear door HAD a double lock including a deadbolt! Additionally, the pool was still NOT ready for use. The pool water was filthy / not swimmable when we arrived Sunday. So, how does one advertise a “Fabulous Pool House” when the pool was NOT ready, repaired, and available (NO disclaimer on that)! Also, BBB look at the ad pictures, do you see a disclaimer?? Of course, CVP called me a few days BEFORE our arrival and explained the pool would be down for just one day (on that Tuesday) to replace the pool lights and we would be compensated (there was NO compensation given when we arrived at the offices on Monday to discuss some issues regarding the unit). The reality was major repairs were required and performed on not only pool lights but the entire filtration system and piping / valves, requiring substantially more time. Additionally, due to a neighbor complaining that the street was flooding due to the draining (The neighbor also called the police). The repair technicians had to finish draining with a garden hose and refill only with a garden hose upon completion of the repairs. Bottomline, the pool was down from Sunday to Thursday). Yet, still no compensation as promised (not even after CVP received my letter on March 6th). Bottomline: without your involvement NOTHING! THIS IS NOT A SURPRISE, REMEMBER CVP HAS AN “F” RATING WITH THE BBB!!!

   

  
  The guest agreed to all fees at the time of booking, they are clearly listed prior to the guest providing payment info and prior to processing payment. Yes, we agreed to the fees at the time of the booking based upon the property description of “fabulous pool house” and attached ad pictures (copies were attached to my original complaint (more are available if required). MY ONE WIN was that I am sure after March 6th, as I suggested in my letter, they probably showed my letter to their attorney. Subsequently, I rechecked their website and MIRACULOUSLY the misleading description “FABULOUS POOL HOUSE” was removed, and the pictures now match the actual property as it is today NOT the much nicer pictures before the hurricane damage. (See and compare for yourself, the pictures from both the ad and the current unit were attached) and sent to the BBB.
  

   

  The cockroach in the kitchen - it is made clear in our contract that our rentals are on a barrier island and occasional insects are inevitable, the guest read and signed our short-term rental contract, please see attached. Below you will see the section from our short-term rental contract mentioning insects. Yes, paragraph 9 does mention this HOWEVER, they bypassed a critical part of my letter. The exterior repairs were also NOT completed --- there was a hole in the eaves (pictures are attached to the original letter) so a PEST, a squirrel (or some critter) was up in the ceiling. We were NOT planning on these unexpected “noisy quests” the last two nights of our stay. WITH A CLEANING FEE OF $500++ FOR A SMALL APPROXIMATELY 650 SQUARE FEET UNIT, THERE IS PLENTY OF MONEY FOR PEST CONTROL AND REPAIRS. There were other areas that also needed to be completed. Again, if the ad and pictures would have matched what we rented, we accepted the $500+ cleaning fee!
  

   

  
  We are happy to offer Mr. Feely a refund in the amount of $200 for the inconvenience of the pool being out of service for a portion of their stay, the pool was closed due to a pool light repair, the safety of our guests is of utmost importance to us and we remedied the pool light issue as soon as we were made aware of the outage. Of course, had they given us a simple Gift Certificate to a local restaurant upon our arrival AND their ad been more accurate this complaint would never been filed, BUT THEY DID NOT! Admittingly, I booked via Southwest Airlines (SWA) APP who used “Booking.com” and expected that they did their due diligence in at least checking CVP’s --- BBB rating. I should have checked the BBB rating myself and subsequently would NOT have signed their contract.
  

   

  We do not manage the surrounding buildings and cannot be held responsible for the appearance of a property behind *** ********** *** in the aftermath of a category 5 hurricane. 
  

   

  Lastly, the confusion of another guest trying to access the rental property is simply a misunderstanding, all guests are provided an arrival letter with check in instructions and an assigned front door entry code, the front door entry code/arrival letter is only shared with the guest checking in and the code will only work for the assigned unit, the code actives and at the time of check in and expires upon guest departure. (One issue, neither the “gentlemen” who tried to get into our unit and subsequently disturbed the lady (who was alone) next door (trying to get into her unit), could find an emergency twenty-four (24) hour number to CVP… to help clear this up. Only our ability to unlock our assigned front door and our recommendation to call 911 ended the standoff).
  

   

  We take all feedback seriously and are dedicated to maintaining the highest standards of workmanship and customer service. Since the completion of the remodeling project, we have not received any similar complaints from other tenants or property owners, suggesting that this issue may be isolated. Key statement, “since the completion of the remodeling project (after we left!!! and of course the corrected ad and pictures).
  

   

  We regret that ******* feels dissatisfied with their experience. However, we believe that we have taken all necessary steps to address their concerns and ensure the quality and safety of the remodeled duplex unit. (Notice, numerous times in his response, that he NOW refers to this unit correctly as a “DUPLEX” not a “FABULOUS POOL HOUSE”!

   

   We are still open to further discussions to resolve any outstanding issues amicably. Based upon your website and the revised description of the property and pictures, IT DOES APPEAR THAT AFTER CVP WAS CALLED OUT ON THE “DISCREPANCIES,” THEY DID CLEAN UP THIER ADVERTISMENT (AT LEAST FOR THIS UNIT)!

  
  BOTTOMLINE: IF THE CITY OF FORT MYERS BEACH ALLOWS “F” RATED COMPANIES TO DO BUSINESS, THERE. THEREBY, NOT PROTECTING THEIR RESIDENCE, OUR PLAN TO CHECK OUT FORT MYERS BEACH FOR A HOME HAS PERMANANTLY ENDED, BASED UPON OUR DEALINGS WITH CVP (we canceled our meetings with real estate agents and left a week early and stayed at another Florida location). 

   

   

  Thank you for your attention to this matter. We look forward to your response and hope to resolve this issue promptly and satisfactorily.
  

   

  Please let me know if you need any additional information or if there are further steps, we should take to address this complaint.

  What would satisfy us? Based upon our original letter:
  

  1. In part, they already began cleaning up their act by correcting the description and replacing the pictures on their website (at least for this unit). By now I am sure the four (4) units have been completely refinished (inside and OUT) and I hope the “pests” have been removed.

  2. Based upon their beautiful offices…. they have the resources to correctly and legitimately satisfy rentals and property owners to earn a much better rating than an “F.”

  Compensation. As stated in our original letter which CVP (including the CVP owners) received at CVP’s offices on March 6th, we are NOT asking for money for us. We listed four (4) national charities (Such as the American Cancer Society or Wounded Warrior Project) to contribute ½ of the total fee and WE WOULD MATCH THAT AMOUNT!

  Business Response

  Date: 07/22/2024

  The information we provided in our last response is our position on the customers unfounded accusations, no further compensation will be offered. 

• Initial Complaint

  Date:05/12/2023

  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.

  Entered by BBB staff LO Consumer received a receipt on 11/25/2022 showing she would be receiving a refund of $3710.76. The consumer still has not received the refund and customer service has not tried to resolve this.

• Initial Complaint

  Date:04/18/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This filing is regarding a refund that has not been issued by Coastal Vacation Properties, Inc. in Ft Myers Beach, Florida. On 10/4/22 an initial email request was sent to Coastal Vacation Properties, Inc. (CVP) to cancel Reservation #*****, a rental for the dates of 12/28/2022 - 01/04/2023 for a home on Ft Myers Beach. The total paid to be refunded was $2,052.01. Additional email requests for refunds were sent again in November 2022 and January 2023. Phone calls to CVP were all unanswered. As requested on their phone message, all attempts at correspondence were done by email. The first response from them was 1/27/23 asking us to "reaching out to your credit company to initiate a charge dispute". On 2/21/23 Nadia P**** from CVP emailed that they had "received advice from our bank letting us know that we should NOT refund and ask our guests to issue a dispute" with the credit card company used to make the rental deposit. We did attempt that route, but was told by our credit card company that CVP refused to provide requested information, thus our dispute request was declined. On 4/4/23 Phillip T from CVP emailed that he had "sent a request to our credit card processor to see if they can refund you directly". A subsequent email to Mr T to check on the status of the refund was not answered. As frequent visitors to the Ft. Myers Beach area, we have closely followed the damage and recovery efforts from Hurricane Ian. Since Coastal Vacation Properties, Inc. has recovered sufficiently to take new reservations, surely they can also attend to previous customers who have been waiting more than 6 months for a refund.
  

  Business Response

  Date: 05/10/2023

  It was actually the customers credit card company that did not respond, see attached.  We are currently working with our credit card processor to get funds returned to the customer.

  Customer Answer

  Date: 05/10/2023

  
  Complaint: 19942384
  
  I am rejecting this response because:

  The response from the company references a rejection on a VISA credit card ending in 5163. I do not have a VISA credit card ending in 5163, nor have I ever had a card matching those details. 

  Our actual credit card company attempted to work with Coastal Vacation Properties, Inc. and had no success. I do not believe that Coastal Vacation Properties, Inc. has any intent on returning my money, otherwise I would have received a check in the mail by now. Seven months of excuses about "issues with their processor" seems to be a drawn-out effort to get customers to just give up on getting a refund (which I am not doing). Surely they have a way to print and mail actual checks.

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

• Initial Complaint

  Date:04/04/2023

  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.

  I had a reservation on ******************* in January 2023. I paid for the deposit ($8000+) in November 2021. I have tried to get my funds returned to me to no avail. Was told many times, beginning in November 2022, that I would receive my funds to my credit card. Then told they would send me a check. Then told not to cash the check, they were going to refund my credit card. I then contacted the credit card company to initiate a dispute. I was denied because of the length of time that had passed. I was then told by Coastal per email to run it through the credit card company again. It was denied again. I still don't have my refund.

• Initial Complaint

  Date:03/29/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our family had a reservation for April 2, 2023 to April 9, 2023 in Fort Myers through Coastal Vacation Properties. My first email to request a cancellation was sent on September 30, 2022. After numerous emails, phone calls and social media messages to Coastal Vacation Properties with no response, I finally was able to speak with someone from the company on January 9th. At that point I was told the deposit would be refunded within 30 days. After 30 days, I contacted the company again and they had suggested that I ask my credit card company to issue a dispute for the deposit charges of $9,791.02 instead of Coastal Vacation Properties issuing a refund check. After this request, I contacted Capital One on February 2, 2023 to issue a dispute for the charges. Since it had been months that the original deposit was charged to my account, Capital One declined issuing me a credit. I immediately contacted Dany at Coastal Vacation Properties to, again, request a refund check for my deposit. Dany requested that I send an email and a copy of the letter I received from Capital One stating that my credit card charge for the deposit would NOT be refunded. I sent an email to Dany on March 20, 2023 with all the requested information attached. I also have copies of all the emails and social media messages between myself and Coastal Vacation Properties if you would like me to provide you with those. At this time, I am still waiting for Coastal Vacation Properties to refund my deposit of $9,791.02 nearly six months after my initial request. Thank you, ******** ***** ***** ****** **** ** ******** ** ***** ***** ********
  

  Business Response

  Date: 05/10/2023

  Our account was frozen due to duplicate refunds being dispersed by our credit card processor, we are currently waiting for the processor to notify us as to when the refund will be dispersed to the customer.    We will provide the customer an update as soon as we have a response as too when the funds will be released. 

  Customer Answer

  Date: 05/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: this response has been the same since the business finally returned emails in late February.  
  

  I am meeting with my attorney next week to file a formal complaint against this company.  The company has had over $9,000.00 of my money for more than 8 months.  I'm afraid the company will continue to blame another entity and not take the responsibility they have to refund my deposit.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:12/19/2022

  Type:Order 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 have made repeated attempts through email, voice messages, etc... to get a representative to refund my deposit for a rental to occur in March, 2023. My most recent letter, (uploaded to this complaint), summarizes the rental contract terms with the vendor.

  Business Response

  Date: 03/10/2023

  The devastating impact of Hurricane ***, which came perilously close to being classified as a Category 5 storm, has resulted in significant loss of property and human life on *********************. Since this catastrophic event, we have faced numerous challenges in our efforts to recover. Our primary concern has been the safety of our staff in the aftermath of the storm while also working to retrieve vital records and restore operations.
  
  Our office, along with all paper records and computer systems, was destroyed, and power and internet services were knocked out throughout the island. The complications were further exacerbated by the fact that we were not permitted to access the island for several weeks following the widespread devastation. As soon as we were able to, we began to sort through thousands of records and refunds. Due to limitations of resources, rules & regulations with our credit card processor, and limited staff, it turned out to be an overwhelmingly painstaking process. Additionally, having to cancel thousands of reservations and processing refunds for these resulted in a problematic process that was exceedingly challenging. 
  
  The entire situation has been emotionally taxing for all those who live on the island and for guests who have cherished it for many years. Despite the gravity of the situation, we remain steadfast in our commitment to managing this predicament in an unprecedented time while simultaneously rebuilding our company and *********************. This has been a humbling experience, and we are appreciative of everyones patience and understanding. We continue to persevere and have implemented protocols to ensure that we emerge from this ordeal even stronger than before.
  For a deeper explanation, please visit: *************************************************

  Customer Answer

  Date: 03/13/2023

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/16/2022

  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.

  We booked a vacation condo from this company for January *****, 2023. Since Hurricane ***, we have been trying to communicate with the company to cancel our reservation and get a return of our deposit of $2,111.36.Coastal Vacation has not responded AT ALL to numerous phone calls and emails. We have clearly stated we have canceled the booking and demanded a return of our deposit. (The booking contract allows cancellation within 60 days for any reason for a $149 fee. Our first email canceling the booking was October5, 2022. We'd be willing to eat the fee if we can get the rest of our deposit back). Our reservation number is *****.**** & ***********************

  Customer Answer

  Date: 01/03/2023

  Coastal Vacation Properties refunded our deposit a few days after you contacted them. So this case is satisfactorily closed.
  Thank you for your help.

• Initial Complaint

  Date:12/13/2022

  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.

  Reserved a house through Coastal Vacation Properties (CVP)for March 2023. This reservation required a deposit of $8,153.66. We decided to cancel our reservation after the hurricane. At the time, their phones forward you to an automatic message asking you to email. On 11/9/2022, I emailed CVP requesting cancellation with no response. Their phone message has since changed, and they are taking voice messages. I left a voice message on 11/30 and 12/7 asking for cancellation. On December 7th, I also followed up via email requesting cancellation and refund of deposit due... yet again. The amount due for refund, per the contract, is the deposit amount less an administrative fee of $149. I am requesting they process the cancellation and issue a refund to the credit card charged in that amount ($8,004.66).

  Customer Answer

  Date: 01/09/2023

   
  

  I wanted to inform you that we have been in contact with the company and they have resolved my complaint