ComplaintsforPostcard Realty Inc.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to complain about and seek a full refund for a Postcard Property condo that we rented on July 13-17, 2023 at **** *** ** ****, Pensacola, FL 32561 (unit 208E) that we booked through VRBO (reservation ORB 7953726). My family members (including elderly Father) were staying there for my Mother's funeral that weekend. The property was literally an unsafe construction zone and an absolute mess. Construction (which was never mentioned in the ad) started every day at 6.00am every day including Saturday and Sunday. It was a highly unsafe space with many exposed electrical cords in the hallway leading to our unit and there was a highly toxic smell of acrylic through the stay due to painting and waterproofing that lasted the entire stay. Scaffolding with several workers drilled right in front of us on our deck and went on for hours, drilling, repairing lights on the outside of the porch we were sitting on feet away. We complained every day to the property manager, who agreed it was horrible as I shared the photos and videos (attached to this complaint). After complaining every day, we did receive a $1000 refund but we expect the full remaining balance of $3000 (all in was $4000). I also complained to VRBO and they were extremely unhelpful. Had we known the reality of this property, we NEVER would have stayed there. This was an extremely old and unsafe property and I expect a full refund.

  Business response

  09/18/2023

  Good Afternoon Erica, 

  We have communicated through many channels regarding your stay and have attempted to resolve your issue.  We offered additional nights at no costs and have already refunded a substantial amount of your initial cost.  We are sorry that you still feel that you are owed additional compensation, unfortunately we are unable to authorize any additional funds. The work on our tower was completed prior to your stay however, there was still unforeseen work being done throughout the complex.  As we have discussed we understand this construction negatively impacted your experience. We encourage you to reach out to ******* Tower HOA to get information on the construction crew for the additional inconveniences they caused you.  We offer our deepest condolences for you loss and understand it would have been a challenging stay even in the best circumstances.  

  Very Respectfully, 

  Postcard Properties, FL Team (sister company to Postcard Realty, Inc) 

  Customer response

  09/18/2023

  
  Complaint: 20428457
  
  I am rejecting this response because:

  Thank you for note back but I don't find it acceptable.   Had the property be advertised as it actually existed (documented by the photos and videos), we never would have stayed there.  It was dirty and unsafe.   And while it's true an extra day was offered at the tail end of the stay, we were already booked to head back home to California so extending the stay was not at all viable, nor would we have had any interest in in staying an additional day in a literal construction zone.     

  I would really appreciate it if you all could do the right thing here.  The 25% credit back was a step in the right direction but we still paid over $1,000 per day for a horrific customer experience.      

  
  Sincerely,
  
  Erika ***************

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